Troubleshooting tips
If you encounter issues with using Oracle Responsys Express, this topic provides tips for troubleshooting.
How to get help from Oracle Support
If your organization's help desk or IT staff can't resolve an issue, you may need assistance from Oracle. To get help from Oracle, create a My Oracle Support (MOS) service request at https://support.oracle.com. You can create service requests for permission requests, comments, or suggestions about Oracle Responsys Express documentation.
General issues
To learn more about error messages in Responsys Express and how to resolve them, see the table below.
| Message Type | Description | Action Required |
|---|---|---|
| Error |
"We could not <action> this <object>." For example, "We could not save this attribute." This error usually occurs when there is an interrupted connection between the Responsys Express web browser session and the server, which prevents the system from performing the action you selected. |
There was either a problem with your connection or with our server. Please check with your organization's help desk, or try again later. |
| Error | "Error retrieving tenant info." Responsys Express attempted to load your data, and there was either a problem with your connection or with our server. | Please check with your organization's help desk, or try again later. |
| Error | Responsys Express services are temporarily unavailable. | Please wait until Responsys Express services are available. |
| Error | Responsys Express is having a network issue. | Please wait until the network issue is resolved. |
Data issues
| Message Type | Description | Action Required |
|---|---|---|
| Error |
"We could not <action> this <object>." For example, "We could not save this attribute." This error usually occurs when there is an interrupted connection between the Responsys Express web browser session and the server, which prevents the system from performing the action you selected. |
There was either a problem with your connection or with our server. Please check with your organization's help desk, or try again later. |
| Error | "We could not go back to the point where you last saved." | [same as above] |
| Error | "Error deleting attribute". This can be caused when there are API errors or possibly if someone deleted the attribute in a different session. | Try again later, or log out of the session and log back in to see if the attribute was deleted already. |
Segmentation issues
| Message Type | Description | Action Required |
|---|---|---|
| Error |
"We could not <action> this <object>." For example, "We could not save this segment." This error usually occurs when there is an interrupted connection between the Responsys Express web browser session and the server, which prevents the system from performing the action you selected. |
There was either a problem with your connection or with our server. Please check with your organization's help desk, or try again later. |
| Error | "We could not go back to the point where you last saved." | [same as above] |
Optimal Screen Resolution and Scale
If you have trouble viewing components of the Responsys user interface, make sure your system's screen display settings have been set so that the scale is 100% and the screen resolution is 1920 x 1080. This will optimize your viewing experience.