Service Disruption: Google Ads, August 2, 2024

Update timeline

1. investigating Aug 02, 2024, 02:16 PM UTC

   Google is currently experiencing an issue that is impacting our Google Ads connector. This is causing queries that include product fields to fail with error message: ‘Unable to get response, please try again in a moment’ We’re actively investigating workarounds for the issue and monitoring closely when the issue gets rectified by Google. You can view Google’s status updates here. We'll provide an additional update in the next 24 hours. Thank you for your patience and understanding.

2. investigating Aug 02, 2024, 03:36 PM UTC

   We have isolated the affected fields and temporarily disabled them so that queries and transfers that contain these dimensions will no longer fail. Values for these dimensions will temporarily return as null. The affected dimensions are: Brand StoreId OfferId MerchantId FeedLabel CampaignPriority EnableLocal VehicleInventory CategoryL1 CategoryL2 CategoryL3 CategoryL4 CategoryL5 ProductTitle ProductTypeL1 ProductTypeL2 ProductTypeL3 ProductTypeL4 ProductTypeL5 ProductCondition CustomAttribute0 CustomAttribute1 CustomAttribute2 CustomAttribute3 CustomAttribute4 Language We are closely monitoring the progress from Google, and once the issue is resolved we will revert this change so that the information can be backfilled. We will provide additional updates within the next 24 hours.

3. identified Aug 03, 2024, 02:19 PM UTC

   Google has provided the following update on their status page regarding the current issue. "Starting on July 30, 16:54:38 PST, a small fraction of advertisers started serving ads for products from other Google Merchant Center accounts and were able to see those products in their Ads reporting. The serving issue was resolved on July 31, 11:27:35 PST. We temporarily paused access to certain reports on August 1. Products, Product Groups, and Listing Groups reports continue to be down across the web interface, API, and Google Ads Editor as we work to restore reporting accuracy for the impacted time period. Campaigns are serving as expected across all customers. We are working with urgency to bring these reports back online and will provide an update as soon as we have more information. We will be contacting all directly impacted customers with further details on this incident. Thank you for your continued patience." We remain attentive to their progress and will take action to restore the deactivated dimensions as soon as they are functional again. We will provide an update within the next 48 hours, or as new information becomes available.

4. resolved Aug 05, 2024, 02:40 PM UTC

   Google has resolved the issue on their end and re-enabled reporting for the affected endpoint. We have re-enabled the affected fields, confirmed that data is now flowing normally. For Data Warehouse transfers that either failed or would have returned incomplete data due to the deactivated fields, we will be automatically backfilling this data. Please allow some time for this to complete due to the large volume of data and requests. If you have any questions please reach out to our support team at [email protected]