Troubleshoot

Use this article when your Experimentation Events Export is incomplete, your credentials do not behave as expected, or you receive an HTTP error while reading your storage bucket. If your specific symptom is not covered here, file an Optimizely Support ticket with the date range you were trying to export and the exact error message you received.

I do not see a _SUCCESS file

If you do not see a _SUCCESS file, Optimizely is still writing data to the storage bucket (Amazon S3 or Google Cloud Storage). When the _SUCCESS file appears, the export is complete and you can copy the data.

My _SUCCESS file says the export failed

File an Optimizely Support ticket so Optimizely can investigate.

The password column in my credentials file is empty

Optimizely does not provide access to the Amazon Web Services (AWS) Management Console, so the password column is empty. To access your data, use the AWS_ACCESS_KEY_ID, AWS_SECRET_ACCESS_KEY, and AWS_SESSION_TOKEN values from the credentials file.

I get a 401 error when accessing Google Cloud Storage

Google Cloud Platform (GCP) access tokens expire after one hour. A 401 error usually means your token expired. Request a fresh token from the /export/credentials/gcp endpoint with your Personal Access Token. Set it as the CLOUDSDK_AUTH_ACCESS_TOKEN environment variable:

export CLOUDSDK_AUTH_ACCESS_TOKEN=TOKEN

For more, see the Authentication API.