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Customer Issue
We recently demoted a user who had created a number of audiences, and all those audiences now show zero users.
Audience counts showing the wrong number of users. In audiences shows a lower count, but in delivery shows as the full count.
Environment
- Studio | People | Audiences
Issue Details
In some areas, audiences created by a restricted user show only users in the creators audience permissions.
When a Studio user is demoted to a member, or forgotten/deleted, that user does not have permissions for any audiences. Therefore any audiences they have created may show as having no users and will display (0) next to the audience name.
Example scenario - audience created by a demoted user:
- Assign an audience to a campaign that was created by a demoted user.
Audience shows 0 users but Plan shows users will be targeted. - Check the Review tab.
The full scope of the audience is shown.
Resolution
The audience can still be used since this is a visual issue, however:
- Duplicating the audience as a Brand Super Admin will also fix the issue as the audience will now be created by an active admin.
- When blocking former Studio users, do not remove their Studio role. Audiences created by that user will still use their assigned role for user visibility if the creator is blocked.
- Avoid forgetting or deleting Brand Super Admin accounts.
Please check the current status of this issue on the Known Issues Tracker. (Issue ID: CSUP-2362)
Comments
4 comments
Please see the "Resolution" section of this article for an update on interim solution to this issue.
Product Engineers have now resolved this issue. Audience user count's should now appear accurately.
We regret to inform you that we have rolled back the recent fix for this issue. The fix was causing the Deliver page to load slowly for Studio users with large audience restrictions. We are working on a solution and will update you on the re-release timeline. In the meantime, please refer to the Issue Details and Resolution section of this article for available workarounds.
The scope of this issue is now limited to users that are demoted (Studio role updated to Member), forgotten, or deleted. Blocking a Studio user will no longer result in audiences created by that user displaying 0 users. This article has been updated to reflect this.
Article is closed for comments.