InternalApiError.UNEXPECTED_INTERNAL_API_ERROR - OfflineCallConversionFeedService

[nik...@everquote.com]

Hello,

We started receiving InternalApiError.UNEXPECTED_INTERNAL_API_ERROR errors when trying to push calls conversions. We started seeing this error around 7/22 midnight PST. We have ~90 calls conversions that are getting this failure for the last 9 hours. Is there a problem with the service/API?

Service: OfflineCallConversionFeedService

Endpoint: https://adwords.google.com/api/adwords/cm/v201809/OfflineCallConversionFeedService

Method: mutate

Error: InternalApiError.UNEXPECTED_INTERNAL_API_ERROR

Error details:

[2021-07-22 09:17:20 -0400] [INFO] googleads.soap: Request made: Service: "OfflineCallConversionFeedService" Method: "mutate" URL: "https://adwords.google.com/api/adwords/cm/v201809/OfflineCallConversionFeedService"

[2021-07-22 09:18:20 -0400] [WARNING] googleads.soap: Error summary: {'faultMessage': 'InternalApiError.UNEXPECTED_INTERNAL_API_ERROR @ com.google.ads.api.services.common.error.InternalApiError.<init>(InternalApiErro', 'serviceName': 'OfflineCallConversionFeedService', 'methodName': 'mutate'}

[2021-07-22 09:18:20 -0400] [ERROR] roastr.push_to_google: exception encountered during retry while attempting to push to google api.

InternalApiError.UNEXPECTED_INTERNAL_API_ERROR @ com.google.ads.api.services.common.error.InternalApiError.<init>(InternalApiErro

Thanks,

Nikhat  

[Google Ads API Forum Advisor]

Hi Nikhat, 

So our team can take a closer look as to why you are consistently encountering the error, could you also share the complete SOAP request and response logs, along with its requestId, generated when the error occurred?

You may then send the requested information via the Reply privately to author option. If this option is not available, you may send the details directly to our googleadsa...@google.com alias instead.

Best regards,

Peter Laurence Napa Oliquino Google Ads API Team

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[Alfred Scott]

I would like to note that i redacted a lot of info from that log, if you want the full values please give me a place to post that isnt public

On Wednesday, July 28, 2021 at 7:20:08 PM UTC-4 Alfred Scott wrote:

here is the soap requests directly leading up to the error and the responses. (for context it does three retries on partial failures, but an exception kicks it out of the retry state).

[Google Ads API Forum Advisor]

Hi Alfred,

Thank you for sharing the logs. However, I would need to delete your response as it contained your logs. In my previous, I mentioned that you can "Reply privately to author option. If this option is not available, you may send the details directly to our googleadsa...@google.com alias instead."

If you our alias seem to appear incomplete (with ... dots), you may click on it for the complete address to be revealed. That said, you may send the complete logs using the above options, so that I may raise the UNEXPECTED_INTERNAL_API_ERROR issue with the rest of our team.

In addition, could you confirm if the above error is being encountered consistently? Do retries (Wait for about 30 seconds, then retry the request) not work as well?

As for the below errors :

• OfflineCallConversionError.INVALID_CALL - This call may not have been recognized by the system. Could you confirm where these calls were recorded?
• OfflineCallConversionError.TOO_RECENT_CALL - This call may have occurred just a few hours before the upload, so it's too recent to be uploaded. You may try and wait for 24 hours before uploading it once more.

You may also refer to this documentation for the tips and considerations to take note to avoid offline call conversion errors.

[Alfred Scott]

We usually encounter this exception multiple times per day. Replied to you specifically with the logs.
Thanks

[Google Ads API Forum Advisor]

Hi Alfred, 

Thank you for sending the logs privately. However, before raising the UNEXPECTED_INTERNAL_API_ERROR issue to the rest of our team, could you also provide more details on the below items as mentioned in my earlier response, specifically to the first item :

• OfflineCallConversionError.INVALID_CALL - This call may not have been recognized by the system. Could you confirm where these calls were recorded?
• OfflineCallConversionError.TOO_RECENT_CALL - This call may have occurred just a few hours before the upload, so it's too recent to be uploaded. You may try and wait for 24 hours before uploading it once more.

For the OfflineCallConversionError.TOO_RECENT_CALL errors, since some time has already passed, could you also try uploading only the calls that returned this error? Let me know also if the issue persists.

Once you provide these additional details, I can then raise all three issues to our team.

[Kate Ammann]

Peter,

Regarding the OfflineCallConversionError.INVALID_CALL question regarding where the calls were recorded, are you asking specifically about in what system we record calls?

In the interim, can we please escalate the UNEXPECTED_INTERNAL_API_ERROR ASAP?  This is a critical issue we're encountering for the first time and it's having impacts on our ability to spend against calls campaigns.

Thank you,

Kate Ammann

[Google Ads API Forum Advisor]

Hi Kate,

For the OfflineCallConversionError.INVALID_CALL, could you confirm if these call conversions were recorded by Google Ads?

Also, I am now raising the issues to the rest of our team. You may also provide additional information regarding the above to help with our investigation. We'll then provide an update as soon as they are available.

[Kate Ammann]

Peter,

I can confirm that the call conversions receiving the OfflineCallConversionError.INVALID_CALL are not being recorded by Google Ads.

Please let us know if there's any additional information we can provide to assist in your investigation!
Kate

[Kate Ammann]

Peter,

Some more data that may help in your investigation.  

The following represents the total conversion revenue we successfully sent to Google by date, the total conversion value where `INVALID_CALL` error was returned, and the total conversion value currently showing in the Google Ads UI.

	8/2/2021	8/3/2021	8/4/2021
Successful revenue (no partial error)	$945	$937.18	$1,400.98
Successful conversions (no partial error)	21	22	28
INVALID_CALL revenue	$1,656.96	$743	$1,528.77
INVALID_CALL conversions	35	15	32
Google revenue (API)	$945	$936	$1,240.19
Google conversions (API)	21	22	25

Kate

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Kate Ammann | Director, Product Management

everquote.com/about

[Google Ads API Forum Advisor]

Hi Kate,

I work with Peter and will assist you. My team is looking over your logs and our backend so far haven't pinned down the issue. A suggestion would be to try with less number of items in a request and/or decrease the number of threads used in parallel. Please get back to us with the results.

Regards,

Aryeh Baker Google Ads API Team

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[Kate Ammann]

Thank you Aryeh, I will advise the team and get back to you with the results.

Kate

[Alfred Scott]

Just making sure we are all on the same page here. this thread is about InternalApiError.UNEXPECTED_INTERNAL_API_ERROR, NOT INVALID_CALL or TOO_RECENT. I provided you with the entire soap log leading up to the internal error, you can plainly see how many rows were sent when that happened. I can also tell you we push calls every 3 hours and we push no where near the amount of calls as we push for clicks. What other information do you need from us?

[Google Ads API Forum Advisor]

Hi Alfred,

It seems the internal error is actually due to a DEADLINE_EXCEEDED error. This can be caused if:

1. If the number of items in the request is too large, then the number of items in the request needs to be reduced. (In line with Aryeh's suggestion)
2. If too many threads running in parallel for the same account, then the account may get too busy to process all the requests at once. If you have multiple threads in parallel, then you should decrease the number of threads.
3. This can also happen when it is a bit of both #1 and #2.

Can you please check the last two possible causes?

Regards,
Matt
Google Ads API Team

Matt Google Ads API Team

 

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