Troubleshoot common sync errors in Search Ads 360

Sync error alert message:

Unable to sync because of invalid credentials.

Most common cause:

There are various reasons for invalid credentials. A common reason is a change to your credentials in the account that you are attempting to sync.

How to troubleshoot:

Sign into your client account to verify that the credentials are correct.

Sync error alert message:

Unable to sync Bing account data in Search Ads 360.

Most common cause:

The account data is not synced due to an authorization issue.

How to troubleshoot:

• Re-authorize the Bing account within Search Ads 360 settings.
• Perform a manual sync and check the "Automatically remove changes" option.

Sync error alert message:

Couldn't sync due to an internal error.

Most common cause:

An error within Search Ads 360 is preventing the sync. This sometimes occurs when multiple internal processes are trying to update the same item at the same time.

How to troubleshoot:

Wait and try the sync again later. If you still receive the error, contact support.

Sync error alert message:

Search Ads 360 temporarily cannot sync with the client account. Please try again later, or contact support for more information.

Most common cause:

The external account isn't responding, so sync has been disabled.

How to troubleshoot:

Wait and try the sync again later. If you still receive the error, contact support.

Sync error alert message:

Sync was canceled by user.

Most common cause:

You pressed Cancel during a sync.

How to troubleshoot:

Run a new sync.

Sync error alert message:

Unable to sync this client account. Please contact support because the agency or sub-manager account could be paused.

Most common cause:

A scheduled sync ran on a paused or removed account.

How to troubleshoot:

If the account is paused, you can either:

• Run a manual sync on the paused account, and then resume the account.
• If the account is removed, you need to recreate the removed account.

Sync error alert message:

Unable to sync because trafficking is stopped on the account. Please email support and include the URL.

Most common cause:

Trafficking may have been disabled for one of the following 2 reasons:

How to troubleshoot:

Sync error alert message:

DS3_ERROR_SYNC_UNSUPPORTED_DATA_ON_ENGINE:...

Most common cause:

This can happen if you are using Upgraded URLs, but haven't yet completed the migration in Search Ads 360.

How to troubleshoot:

Update the data on the client account, or finish the migration to Upgraded URLs.

Sync error alert message:

Unable to sync because clickserve.dartsearch.net is not in your list of authorized tracking domains. Please contact your Baidu Account manager to fix and try again.

Most common cause:

The linked Baidu account needs to authorize the Search Ads 360 clickserver.

How to troubleshoot:

You'll need to Contact Baidu, as they'll need to associate the Search Ads 360 clickserver with your account. Learn more about how to Link an external Baidu account to a new client account.

Sync error alert message:

Can't sync because one or more keywords specify different HTTP schemes for mobile and non-mobile URLs. Change the keywords in Baidu to use either HTTP or HTTPS for both URLs, then sync again.

Most common cause:

At least one of your keywords uses conflicting HTTP schemes for mobile and non-mobile URLs.

How to troubleshoot:

Fix this directly in your Baidu account. Learn more about implementing device-specific landing pages.

Sync error alert message:

Unable to sync because the account failed to be migrated to upgraded URLs.

Most common cause:

Due to a failed migration to upgraded URLs, your account will be adversely affected by a sync.

How to troubleshoot:

Contact our support team for more information.

Sync error alert message:

This client account setting may not match the account type because of an issue during sync or trafficking.

Most common cause:

Sync errors are hard to diagnose, and can happen for a variety of reasons. The troubleshooting steps are largely independent of the cause.

How to troubleshoot:

Run another sync with Fix all trafficking errors selected.

Sync error alert message:

Mutation failed because a matching AD_GROUP already exists for CAMPAIGN.

Most common cause:

Two or more ad groups within the same campaign have identical names.

How to troubleshoot:

Ensure that your ad groups are free of naming conflicts.

Sync error alert message:

Unable to sync because the sub-manager account is missing the link for a Microsoft Merchant Center account.

Most common cause:

The Microsoft Merchant Center account might not be linked to Search Ads 360.

How to troubleshoot:

Try linking the Microsoft Merchant Center store to Search Ads 360.

1. Sign in to your Search Ads 360 experience.
2. Navigate to a manager or sub-manager account.
3. Select Feeds.
4. In the table, select the checkbox next to the inventory account for the Google Merchant Center.
5. Above the reporting table, select Edit, and then select Edit details.
6. In the Bing Merchant Center section, in the Add new store ID box, type the Microsoft Merchant Center store ID.

After you've linked your account, make sure a sync runs (either manual or scheduled).

Learn more about how to Set up and add your Microsoft Merchant Center store to Search Ads 360.

Sync error alert message:

Changes made to the budget in Search Ads 360 were not syncing correctly to Microsoft Ads.

Most common cause:

Sync errors are hard to diagnose, and can happen for a variety of reasons.

How to troubleshoot:

• Check for shared budgets or bid strategies in the Bing UI.
• If the shared budget was not synced with Bing UI, adjust the budget directly in the Bing UI to match the correct budget in Search Ads 360.
• Perform a manual sync in Search Ads 360 by navigating to the client account and using the sync option.
• The manual sync resolves the error, aligning the budgets between Search Ads 360 and the Bing UI.

Sync error alert message:

Why do we encounter account level sync errors?

Most common cause:

Tiff images aren’t supported in New UI, because of which advertisers might encounter an account-level sync error appearing on their accounts.

How to troubleshoot:

Try syncing the account again after you remove the Tiff images.

Sync error alert message:

Bid value isn't being used by Bing Ads.

Most common cause:

The item's bid is managed by a bid strategy in the Microsoft Ads account. Bid changes made on Search Ads 360 won't be used by Microsoft Ads.

How to troubleshoot:

Check for any of the following:

• The campaigns for your keywords are using both Search Ads 360-owned and Microsoft Ads-owned bid strategies.
• You’re using bid strategies owned by Microsoft Ads and trying to change the bids in Search Ads 360 for these campaigns.
• You’re using Search Ads 360 bid strategies while trying to change the bids in Microsoft Ads.

If any of the following applies to your campaigns, you need to remove the campaign from either Search Ads 360 or Microsoft Ads bid strategy. The campaign should use only one bid strategy, not both. Avoid making bid changes from one platform when the bid is managed by the other platform.

To fix both sync errors, you'll need to run a sync by following these steps:

1. Sign in to your Search Ads 360 experience.
2. Navigate to your Microsoft Ads client account.
3. On the upper right menu, select Sync.
4. To clean the sync errors, check the box ""Automatically remove changes in Search Ads 360 if they don't post successfully to client accounts"".
5. Start sync.

Sync error alert message:

"The language is not provided" error for Microsoft Advertising ad groups

Most common cause:

When managing Microsoft Advertising search campaigns in Search Ads 360, you might encounter an error at the ad group level indicating that, “The language is not provided.” Specifically, when a Search Ads 360-owned Microsoft campaign's language targeting is set to “All languages” instead of specific languages, those ad groups don’t inherit language settings. As a result, you must select language targeting at the ad group level.

As a workaround, you can select all available languages manually, instead of the option for “All languages”.

How to troubleshoot:

Set campaign-level language targeting to fix the error.

To resolve this error, you need to set specific language targeting at the campaign level. Follow these steps:

1. Navigate to your Microsoft Advertising Campaigns.
   • For bulk updates, download your Microsoft Advertising campaigns.
2. Edit the campaign language settings by selecting one or more specific target languages instead of “All languages”.
   • You can choose a single language, multiple languages, or all but one language.
3. Save the campaign language settings.
   • If you update settings in bulk, upload the updated bulk sheet.

After you’ve set specific languages at the campaign level, the error should get resolved after the next system sync. Syncs can also be triggered manually.

You can use the bulk download or upload functionality to update language settings efficiently.