How To

Troubleshooting Paid Search Errors

The Event Queue (Digital Marketing > Account Settings > Event Queue) shows the status of large uploads as well as any errors that occur during processing. Both product uploads and requests to Auto Track display in the Event Queue. 

The following table lists common event queue errors and how to fix them:

Event Queue Error
Resolution
Server was unable to process request, 400021
An error occurred with the API at the time of your submission. You will need to resubmit.
 
The underlying connection was closed: A connection that was expected to be kept alive was closed by the server.
An error occurred with the API at the time of your submission. You will need to resubmit
 

The following error was returned from Google while trying to add the new Creative: System.Web.Services - The request failed with HTTP status 502: Bad Gateway
 

An error occurred with the API at the time of your submission. You will need to resubmit.
 

The following error was returned from Google while trying to add the new Creative: System.Web.Services - The operation has timed out
 

An error occurred with the API at the time of your submission. You will need to resubmit.
 
(Blank) in headline caused error: 'Due to trademark reasons, we do not allow advertisers to use '(blank)' in their Google AdWords ads. This term may be trademarked either for a certain product or service category and may apply only in certain countries.”
Through the API, Google has determined that there is a trademark term in the ad for that category. Do the following to correct the problem
    1.     Create the category (ad group) ad directly in the Google interface.
    2.     Save the ad.
    3.     The interface will return a similar trademark warning, but there will also be a red box. In the red box, enter an exception or explanation for the use of the trademark.

EXAMPLE: “Advertiser is an authorized online seller of Seiko watches” or “Advertiser is selling a different product than the trademark”.

    4.     Click Save. In most cases the ad is pushed live and reviewed later by Google editorial.
 
Unable to track keywords for destination URL: default URL, CampaignID: XXXXXX, AdGroupID XXXXXXX, Keyword XYZ
The cause of this error is that the keyword in the provider account does not have a destination URL configured. Therefore it is trying to pull in the URL from the ad group but the domain for the URL is not recognized by ChannelAdvisor.  To fix this, simply add this base URL to your ChannelAdvisor account by going to Digital Marketing > Account Settings > Provider Accounts, then enter the URL under Account Summary, click "Manage Website URL." Once this has been done simply sync now.
 
Unable to track keywords for destination URL: default URL, CampaignID: -1, AdGroupID -1, Keyword XYZ
This error will occur if the keyword is in a paused or inactive campaign within your Google account. You may choose to activate the campaign or add the keyword directly into ChannelAdvisor within one of your active campaigns.
 
Error: Operation error 'The list of keywords exceeds the limit.'File it too large, consider breaking it down to about 3000 per page
Bid Incompatible With Adgroup
You need to make a settings change on Google to use CPC bids, Manual Bidding (Located under "Bidding and Budget Setting" for the campaign) which is how our system is attempting to communicate with Google. After that, you should be able to create/upload new keywords.
 

Error: The category you have uploaded belongs to a campaign that requires further setup.


The Language and Location settings for this Campaign needs to be specified. Please set this using Digital Marketing > Marketing Management > Actionable Reporting. Click the Campaign Performance tab and select Campaign Library, then click the edit icon for the campaign of which you need to change the language.

You may receive this error during the SuperInsert process. You need to mark the Language-Region for each Bing campaign. After making the selection you may continue with the SuperInsert process.

To save the Language and Location:
  1. Digital Marketing > Marketing Management > Actionable Reporting
  2. Click the Campaign Performance tab and select Campaign Library
  3. Click the edit icon for the campaign of which you need to change the language or location.
  4. Set the Language and Locations as needed. 
  5. Click Save.
  6. Repeat for all active/inactive Bing campaigns.
Error: Submission falls outside the bounds of the array
You may receive this error when trying to upload a SuperInsert or Bulk Keyword Upload template.

To troubleshoot the error:
  1. Verify no extra column or cell of text exists outside the spreadsheet template area. Remove the extra column or cell and run the upload process again.
  2. Verify you are using the right tool. EXAMPLE: Using SuperInsert for a Bulk Keyword Upload
  3. Create a new spreadsheet and upload.
  • In the spreadsheet, select All (ctrl A).
  • Copy the spreadsheet, (ctrl C).
  • Paste the spreadsheet, (paste special > values).
  • Save the new spreadsheet.
  • Upload the data.
Error: Server was unable to process request, 400021
An error occurred with the API at the time of your submission. You will need to resubmit.
 
Error:The underlying connection was closed:
The underlying connection was closed: A connection that was expected to be kept alive was closed by the server?
An error occurred with the API at the time of your submission. You will need to resubmit.
 
Error: 502 Bad Gateway
The following error was returned from Google while trying to add the new Creative: System.Web.Services - The request failed with HTTP status 502: Bad Gateway
An error occurred with the API at the time of your submission. You will need to resubmit.
 
Error: The operation has timed out
The following error was returned from Google while trying to add the new Creative System.Web.Services - The operation has timed out.
An error occurred with the API at the time of your submission. You will need to
resubmit.
 
Error:(blank) in headline caused error
in headline caused error: 'Due to trademark reasons, we do not allow advertisers to use '(blank)' in their Google AdWords ads. This term may be trademarked either for a certain product or service category and may apply only in certain countries.

Through the API, Google has determined that there is a trademark term in the ad for that category.

Do the following to correct the problem
  1. Create the category (ad group) ad directly in the Google interface.
  2. Save the ad.
  3. The interface will return a similar trademark warning, but there will also be a red box. In the red box, enter an exception or explanation for the use of the
    trademark, EXAMPLE : “Advertiser is an authorized online seller of Seiko watches” or “Advertiser is selling a different product than the trademark”.
  4. Click Save. In most cases the ad is pushed live and reviewed later by Google editorial.
Error:Invalid Category ID - NULL
Invalid CategoryID - NULL” when I try to upload to a search engine using SuperInsert? The API doesn't know where to assign the keyword because there was an error that occurred with the creation of the new category the keyword belongs to. The category ID can be found in Campaign Manager > Manage Categories. Select the provider in the drop down menu. Select Status “all” from the drop down menu and then type the name of the category in the “Search for” box. If the category is not listed in the results, you may have to wait 24 hours for the category and its ID to populate in Paid Search.
 
Error:(Keyword) was already seen in the upload.(Keyword) was already seen in the upload. This is a duplicate and will not be processed. When trying to upload to Google or Bing using SuperInsert or Bulk Keyword Upload.

The search engine's technology has determined that this is a duplicate keyword in the submission and has rejected the keyword for upload.
 
Error: Duplicate keyword was found in the order
 “After normalization a duplicate keyword was found in the order...” when trying to upload to Google or Bing using SuperInsert or Bulk Keyword Upload.

 The search engine's technology has determined that this is a duplicate keyword in the submission and has rejected the keyword for upload.
 

The Event Queue (Digital Marketing > Account Settings > Event Queue) shows the status of large uploads as well as any errors that occur during processing. Both product uploads and requests to Auto Track display in the Event Queue. 

The following table lists common event queue errors and how to fix them:

Event Queue Error
Resolution
Server was unable to process request, 400021
An error occurred with the API at the time of your submission. You will need to resubmit.
 
The underlying connection was closed: A connection that was expected to be kept alive was closed by the server.
An error occurred with the API at the time of your submission. You will need to resubmit
 

The following error was returned from Google while trying to add the new Creative: System.Web.Services - The request failed with HTTP status 502: Bad Gateway
 

An error occurred with the API at the time of your submission. You will need to resubmit.
 

The following error was returned from Google while trying to add the new Creative: System.Web.Services - The operation has timed out
 

An error occurred with the API at the time of your submission. You will need to resubmit.
 
(Blank) in headline caused error: 'Due to trademark reasons, we do not allow advertisers to use '(blank)' in their Google AdWords ads. This term may be trademarked either for a certain product or service category and may apply only in certain countries.”
Through the API, Google has determined that there is a trademark term in the ad for that category. Do the following to correct the problem
    1.     Create the category (ad group) ad directly in the Google interface.
    2.     Save the ad.
    3.     The interface will return a similar trademark warning, but there will also be a red box. In the red box, enter an exception or explanation for the use of the trademark.

EXAMPLE: “Advertiser is an authorized online seller of Seiko watches” or “Advertiser is selling a different product than the trademark”.

    4.     Click Save. In most cases the ad is pushed live and reviewed later by Google editorial.
 
Unable to track keywords for destination URL: default URL, CampaignID: XXXXXX, AdGroupID XXXXXXX, Keyword XYZ
The cause of this error is that the keyword in the provider account does not have a destination URL configured. Therefore it is trying to pull in the URL from the ad group but the domain for the URL is not recognized by ChannelAdvisor.  To fix this, simply add this base URL to your ChannelAdvisor account by going to Digital Marketing > Account Settings > Provider Accounts, then enter the URL under Account Summary, click "Manage Website URL." Once this has been done simply sync now.
 
Unable to track keywords for destination URL: default URL, CampaignID: -1, AdGroupID -1, Keyword XYZ
This error will occur if the keyword is in a paused or inactive campaign within your Google account. You may choose to activate the campaign or add the keyword directly into ChannelAdvisor within one of your active campaigns.
 
Error: Operation error 'The list of keywords exceeds the limit.'File it too large, consider breaking it down to about 3000 per page
Bid Incompatible With Adgroup
You need to make a settings change on Google to use CPC bids, Manual Bidding (Located under "Bidding and Budget Setting" for the campaign) which is how our system is attempting to communicate with Google. After that, you should be able to create/upload new keywords.
 

Error: The category you have uploaded belongs to a campaign that requires further setup.


The Language and Location settings for this Campaign needs to be specified. Please set this using Digital Marketing > Marketing Management > Actionable Reporting. Click the Campaign Performance tab and select Campaign Library, then click the edit icon for the campaign of which you need to change the language.

You may receive this error during the SuperInsert process. You need to mark the Language-Region for each Bing campaign. After making the selection you may continue with the SuperInsert process.

To save the Language and Location:
  1. Digital Marketing > Marketing Management > Actionable Reporting
  2. Click the Campaign Performance tab and select Campaign Library
  3. Click the edit icon for the campaign of which you need to change the language or location.
  4. Set the Language and Locations as needed. 
  5. Click Save.
  6. Repeat for all active/inactive Bing campaigns.
Error: Submission falls outside the bounds of the array
You may receive this error when trying to upload a SuperInsert or Bulk Keyword Upload template.

To troubleshoot the error:
  1. Verify no extra column or cell of text exists outside the spreadsheet template area. Remove the extra column or cell and run the upload process again.
  2. Verify you are using the right tool. EXAMPLE: Using SuperInsert for a Bulk Keyword Upload
  3. Create a new spreadsheet and upload.
  • In the spreadsheet, select All (ctrl A).
  • Copy the spreadsheet, (ctrl C).
  • Paste the spreadsheet, (paste special > values).
  • Save the new spreadsheet.
  • Upload the data.
Error: Server was unable to process request, 400021
An error occurred with the API at the time of your submission. You will need to resubmit.
 
Error:The underlying connection was closed:
The underlying connection was closed: A connection that was expected to be kept alive was closed by the server?
An error occurred with the API at the time of your submission. You will need to resubmit.
 
Error: 502 Bad Gateway
The following error was returned from Google while trying to add the new Creative: System.Web.Services - The request failed with HTTP status 502: Bad Gateway
An error occurred with the API at the time of your submission. You will need to resubmit.
 
Error: The operation has timed out
The following error was returned from Google while trying to add the new Creative System.Web.Services - The operation has timed out.
An error occurred with the API at the time of your submission. You will need to
resubmit.
 
Error:(blank) in headline caused error
in headline caused error: 'Due to trademark reasons, we do not allow advertisers to use '(blank)' in their Google AdWords ads. This term may be trademarked either for a certain product or service category and may apply only in certain countries.

Through the API, Google has determined that there is a trademark term in the ad for that category.

Do the following to correct the problem
  1. Create the category (ad group) ad directly in the Google interface.
  2. Save the ad.
  3. The interface will return a similar trademark warning, but there will also be a red box. In the red box, enter an exception or explanation for the use of the
    trademark, EXAMPLE : “Advertiser is an authorized online seller of Seiko watches” or “Advertiser is selling a different product than the trademark”.
  4. Click Save. In most cases the ad is pushed live and reviewed later by Google editorial.
Error:Invalid Category ID - NULL
Invalid CategoryID - NULL” when I try to upload to a search engine using SuperInsert? The API doesn't know where to assign the keyword because there was an error that occurred with the creation of the new category the keyword belongs to. The category ID can be found in Campaign Manager > Manage Categories. Select the provider in the drop down menu. Select Status “all” from the drop down menu and then type the name of the category in the “Search for” box. If the category is not listed in the results, you may have to wait 24 hours for the category and its ID to populate in Paid Search.
 
Error:(Keyword) was already seen in the upload.(Keyword) was already seen in the upload. This is a duplicate and will not be processed. When trying to upload to Google or Bing using SuperInsert or Bulk Keyword Upload.

The search engine's technology has determined that this is a duplicate keyword in the submission and has rejected the keyword for upload.
 
Error: Duplicate keyword was found in the order
 “After normalization a duplicate keyword was found in the order...” when trying to upload to Google or Bing using SuperInsert or Bulk Keyword Upload.

 The search engine's technology has determined that this is a duplicate keyword in the submission and has rejected the keyword for upload.
 
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