Customer Issue

The user sync results email is reporting a significantly higher number of blocked users than expected. For example, a customer may upload a file with only 100 fewer users than the previous sync, but the results report over 10,000 users as blocked.

Despite the high number of reported blocks, active users are not losing access to the platform incorrectly. This appears to be a reporting discrepancy where the system incorrectly counts users who were already blocked in previous jobs as "newly blocked" in the current results.

Environment

• Creator Studio | User Sync (SFTP/CSV)

• Governance | User Sync Profiles

Issue Details

The issue is caused by a reporting discrepancy in the user sync process. When a user sync job runs, it compares the current file against existing profile data. In some cases, historical data issues have created duplicate records in this table (e.g., one record marked as active and another as inactive for the same user).

When the sync runs, it identifies these duplicate or historical records and includes them in the "blocked" count for every subsequent job, even if the user was already blocked months ago. This causes the "blocked percentage" to inflate over time, which can eventually trigger the "Maximum Blocked Percentage" safety threshold and prevent legitimate sync files from processing.

Resolution

This is currently identified as a reporting and historical data issue, not affecting which users are actually blocked. Keep an eye User Trend Details in the Audience Details report to understand true counts of active users and recently blocked users.

If the inflated block percentage is preventing your sync file from being processed (due to exceeding the configured maximum blocked percentage), please contact Support to have your "Maximum Blocked Percentage" threshold temporarily increased. This will allow your files to process while the permanent data cleanup is being scheduled.

Please check the current status of this issue on the Known Issues Tracker. (Issue ID: CSUP-8919)