Troubleshooting message queue processing in Dotdigital is essential for maintaining efficient data synchronisation and automation enrolments. This guide provides key steps and checks to help identify and resolve common issues, ensuring your message queues operate smoothly and effectively.
Before you start
Things you need to know:
Refer to Configure Message Queue before you start troubleshooting.
Queue Health - General checks
To begin troubleshooting, perform checks in three key areas to ensure the health of your message queues:
Go to Reports > Customer Engagement > Cron Tasks.
Filter for the job code
consumers_runner.Confirm it is running every minute, is running to schedule, and is not erroring.
Go to Reports > Customer Engagement > Message Queues.
Verify messages are being queued, processed, and marked as Complete.
Go to Reports > Customer Engagement > Log Viewer.
Look for recurring errors that can be traced to queue functions like newsletter subscribes or automation enrolment sends.
Dotdigital messages not published
If Dotdigital messages are not published, check your system configuration:
Go to Reports > Customer Engagement > Message Queues and check if it indicates that internal Magento queues are being published and processed.
If you can’t see
ddg.sync.automationin the report and you know that automations should have been triggered, it is possible that your instance is not configured to allow Dotdigital queue consumers.
Dotdigital messages stuck in pending
If Dotdigital messages are stuck in the pending state, follow these steps to diagnose and resolve the issue:
Go to Reports > Customer Engagement > Cron Tasks and check if the consumers_runner cron is running as expected.
Test that the consumer in question can be started using the command:
bin/magento queue:consumers:start ddg.newsletter.subscription --max-messages=100
Go to Reports > Customer Engagement > Message Queues and inspect a single message using the Show Data button.
Check if the contact has already synced to Dotdigital and if the Pending state is actually accurate.