Skip to main content

 

We have recently noticed that the display options in the Overview section for 'Audience Details' and 'Identifier Breakdown' show 0 users, while the 'Audience Preview' in the Builder section shows 1,767 users in this case.

  1. Could this be an error related solely to the information preview, or might it be affecting the actual audience content?

  2. Could this just be a temporary glitch?

Previously, audiences have processed without errors in the preview during recent days. However, the data now appears as 0 (as shown in the attachments). Additionally, in other Overview sections like 'Audience Growth' and 'Computations', active users can be observed.


 



 

 

Hi David.

This kind of mismatch is usually related to audience processing delays or temporary syncing inconsistencies between the preview logic and the computed, finalized audience. A few possibilities to consider:
 

  1. Preview runs in real-time, while the finalized audience results in Overview rely on background computations that can lag, especially during:

    • Trait updates

    • Destination changes

    • Schema/identifier mapping changes

  2. If a Reverse ETL source recently updated traits or identifiers (like user_id, email, etc.), that can cause Segment to temporarily lose matchability for certain profiles, so the computation engine doesn’t assign them to the audience, even though the preview can still see them.

  3. It could also be a temporary glitch or compute delay on Segment’s side, especially if other sections (like Audience Growth and Computations) still show users actively flowing through.

Suggestions

  • Wait a few hours and check again. These delays usually resolve on their own if the system is reprocessing traits or identifiers in the background.

  • You can also re-save the audience (even without making changes) to trigger a fresh computation pass.

  • Make sure identifiers (like user_id, email, etc.) are present and consistent in your profile traits, missing identifiers can cause profiles to be excluded from final audience exports, even if they appear in the preview.

  • Check the Reverse ETL sync logs and audience computation logs for any recent errors or mismatched profiles.

If the issue persists beyond a few hours or you start seeing this in other audiences as well, it’s worth reaching out to Segment support to check if something’s stuck in processing.

Reply


Terms & Conditions