UNEXPECTED_INTERNAL_API_ERROR with getCustomers

[Oksana Sulyma]

Hi guys,
I'm requesting https://adwords.google.com/api/adwords/mcm/v201702/CustomerService and getting the next error:

soap:ServerInternalApiError.UNEXPECTED_INTERNAL_API_ERROR @ com.google.ads.api.services.common.error.InternalApiError.<init>(InternalApiErroInternalApiError.UNEXPECTED_INTERNAL_API_ERROR @ com.google.ads.api.services.common.error.InternalApiError.<init>(InternalApiErroApiExceptionInternalApiError.UNEXPECTED_INTERNAL_API_ERRORInternalApiErrorUNEXPECTED_INTERNAL_API_ERROR


curl_info is next:
( [url] => https://adwords.google.com/api/adwords/mcm/v201702/CustomerService [content_type] => text/xml; charset=UTF-8 [http_code] => 500 [header_size] => 420 [request_size] => 858 [filetime] => -1 [ssl_verify_result] => 0 [redirect_count] => 0 [total_time] => 121.246653 [namelookup_time] => 0.004202 [connect_time] => 0.287567 [pretransfer_time] => 0.87369 [size_upload] => 536 [size_download] => 1103 [speed_download] => 9 [speed_upload] => 4 [download_content_length] => -1 [upload_content_length] => 536 [starttransfer_time] => 121.246455 [redirect_time] => 0 [redirect_url] => [primary_ip] => 173.194.222.100 [certinfo] => Array ( ) [primary_port] => 443 [local_ip] => 10.99.99.22 [local_port] => 37912 )

my xml looks next:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:v20="https://adwords.google.com/api/adwords/mcm/v201702" xmlns:v201="https://adwords.google.com/api/adwords/cm/v201702">
   <soapenv:Header>
      <v20:RequestHeader>
         <v201:developerToken>mytoken</v201:developerToken>
         <v201:userAgent>myagent</v201:userAgent>
      </v20:RequestHeader>
   </soapenv:Header>
   <soapenv:Body>
      <v20:getCustomers/>
   </soapenv:Body>
</soapenv:Envelope>

This code works for lots of different Adwords accounts, getting SOAP error just for one - can send details on it.

Repeating the request doesn't help. Really need any input which can help to troubleshoot. Thanks! 

[Shwetha Vastrad (AdWords API Team)]

Hi,

Could you provide the email address which was used to authorize the request along with the complete SOAP request and response logs? Please use Reply privately to author when responding. 

Thanks,

Shwetha, AdWords API Team.

[Oksana Sulyma]

Sent details in private message. Thanks!

[Oksana Sulyma]

Any news on this? Thanks!

[Nadine Sundquist (AdWords API Team)]

Hi Oksana,

Thanks for bumping this thread. We're still looking into this. Have you had a chance to try out the solution of putting the client customer ID in the header to limit the number of users coming back as explained in this blog post? I'm hoping that will at least be a workaround while we get to the bottom of this.

Thanks,

Nadine, AdWords API Team

[Oksana]

Hi Nadine,

Thanks for the reply. The problem is we use CustomerService getCustomers to get the list of customer IDs. And we get UNEXPECTED_INTERNAL_API_ERROR on this stage. Is there any other automatic way to know customer IDs?

Thanks!

Oksana

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[Nadine Sundquist (AdWords API Team)]

Hello Oksana,

Using the current credentials that you're using, I don't know of a way of doing that. We're still trying to figure how things got in this state. You do have a few possible workarounds:

• Option 1: The email you sent us earlier is associated with a lot of accounts. If you don't need that email associated with so many accounts, then try removing it from those accounts. Then there will be fewer accounts coming back. In this Help Center article, there are instructions on how to remove emails from an account.
• Option 2: Using another email that has access to the accounts you care about, generate another set of credentials. Then, use those credentials to make calls.

Best,

Nadine, AdWords API Team

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[Oksana]

Thanks Nadine! I'll let customer know these options.

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[Oksana Sulyma]

Hi guys!

You write on my problem:

" That email is associated with over 200 AdWords accounts. Usually, the max that we see is 5 AdWords accounts. I traced down the error on our end, and and it looks like it's timing out as it's trying to retrieve all the accounts associated with that email address."

Client had a clarification question:

"By accounts—can you confirm that it not child accounts being referenced? Google only allows 5 accounts under an email and I have like 3 total. I do have a lot of child accounts but the problem never occurred until recently and I have added anything that new. Let me know and I can try and troubleshoot."

[Nadine Sundquist (AdWords API Team)]

Hello Oksana,

I accidentally set my net a little too wide when checking what's associated with that email. It's associated with only a few AdWords accounts as you pointed out, and it's associated with a lot of other non-AdWords accounts. That's where the confusion came in. You pointing that out has helped me narrow it down a bit. I'm working with one of my teammates to figure out who has an expertise in this area. This one is tough to figure out, so I'll get back to you as soon as we've gotten further in tracking this down.

Cheers,

Nadine, AdWords API Team

[Oksana]

Thanks Nadine!

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[Oksana Sulyma]

Hi guys,
Any news on this? We really need any ideas on how to get this working as clients get anxious. Thanks you for any help!

[Nadine Sundquist (AdWords API Team)]

Hello Oksana,

This really is a tough one to figure out. I'm working on pulling in some more people to try to help on this. Thank you for bumping the thread; it helps me explain the priority of this.

Best,

Nadine, AdWords API Team

[Oksana Sulyma]

Hi guys,
Any progress on this issue? Any idea will be helpful.
Thanks!
Oksana

[Nadine Sundquist (AdWords API Team)]

Hello Oksana,

In case you missed my private message, we don't have a solution for this, yet. I'll see if I can get someone else to look at it on my team.

Best,

Nadine, AdWords API Team

[Oksana Sulyma]

Hi Nadine! It's now more then 2 weeks since I asked you about progress with this issue last time. Do you have any news on this? Thank you!!!
Oksana

[Nadine Sundquist (AdWords API Team)]

Hello Oksana,

I'm glad you checked in! I was able to reach the engineer who was assigned to be working on this on my team. On October 27th, he said he would be able to look at it by next week.

Cheers,

Nadine, AdWords API Team

[Oksana]

Great news, thanks Nadine!!!

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[Oksana Sulyma]

Hi Nadine!
How is it going with the solution of this issue? Any updates?
Looking forward to hear good news from you!
Thanks,
Oksana

On Tuesday, September 12, 2017 at 5:52:28 PM UTC+3, Oksana Sulyma wrote:

[Nadine Sundquist (AdWords API Team)]

Hello Oksana,

I'm disappointed to tell you that we have not resolved it, yet. I do have an active conversation going on internally on this, but we haven't found the source of the issue. Thanks for checking in on this!

Regards,

Nadine, AdWords API Team

[Nadine Sundquist (AdWords API Team)]

Hello Oksana,

I just wanted to give you a heads-up that we found the root cause. Yay! We are currently working on a solution, but I don't have a date for when a fix would be available. I'll keep you updated in the coming weeks as I hear more.

Cheers,

Nadine, AdWords API Team

[Nadine Sundquist (AdWords API Team)]

Hi Oksana,

I just received word that the issue is fixed. Please take a look when you get a chance. If you experience any other issues around this, please get back to me.

Thanks,

Nadine, AdWords API Team

[Oksana]

Thanks so much Nadine! I've verified and this works OK now for both problematic accounts. We very appreciate your help on this!

Cheers,

Oksana

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