Why does segment processing take so much more time than before?

SeanK260
Marketing Legend
Anyone having this issue with segments? Contact segments used to take maximum 3 minutes to refresh for the last 4 years. Now every single segment takes more than 30 minutes, ten times longer! I've opened multiple tickets and called support several times. It hasn't changed. I have 10k LESS contacts than I had last year after a major purge, so it doesn't seem to be number of contacts. Does anyone have any tips on how to reduce the time it takes?
10 REPLIES 10
SeanK260
Marketing Legend
0 Votes

My segments used to take maximum 3 minutes to refresh. Now it is 30 minutes. I actually have 10k LESS contacts than I had last year after a major purge, so it's not number of contacts.

 

Segments are totally unusable in their current state. What the heck is going on?

Caitlin_M
Administrator

Hi @SeanK260. If you delete and recreate the segment, does it populate within a few minutes or are you still seeing a loading message?

--

Caitlin M.
Community Manager
DebraG442
Constant Contact Partner
0 Votes

This needs to be HIGH priority. We have had segments "processing" for several days. This is messing up our entire email marketing schedule. We have emails go unsent because they are not working and now we are totally off on our schedule

SeanK260
Marketing Legend
0 Votes

Hi Caitlin, thanks for your help with this.

I created a brand new segment to test this. The segment was the simplest I could make it: include contacts that are on one contact list. I included no other filters.

 

It's been now processing for 12 minutes. This is something that took less than 30 seconds a few months ago. Anything you can do to help will be appreciated.

 

Sean

 

Screenshot 2024-04-03 153051.png

 

Caitlin_M
Administrator

Hi @SeanK260. I spoke with our advanced support team and they are actively investigating the issue. There isn't any information to share at this time in regards to a date when a fix could be implemented so until then, there is an increased wait time for the segment to be created and populate with contacts.

--

Caitlin M.
Community Manager
SeanK260
Marketing Legend
0 Votes

Thank you very much Caitlin, it's  helpful just to have this acknowledged as a problem. In my previous requests for support it feels like it wasn't seen as a real issue (maybe because it works eventually) but it's having a major impact on our processes.

Thanks again,

 

Sean Kennedy

SeanK260
Marketing Legend
0 Votes

Not sure if it helps but I'm seeing new records today:

 

NewRecord.png

In an email campaign you can't send to a segment that is still processing, so this slows the whole process down.

 

I read that "The segment refreshes before each send, ensuring that you're reaching the most current group of contacts that meet your criteria." - Does this mean that when I click send the segment refreshes, checking the criteria at the moment of sending? If so it's doing those refreshes a lot faster than the creation or manual update times.

 

That came from: https://knowledgebase.constantcontact.com/email-digital-marketing/articles/KnowledgeBase/25205-Defin...

 

Thank you,

 

Sean

Caitlin_M
Administrator
0 Votes

Hi @SeanK260. Good question. The segment would still be in a processing mode so it wouldn't be able to update at the moment of sending.

--

Caitlin M.
Community Manager
KristinS
Rookie

Right now, mine is taking over an hour to segment 18 names from a list of 85. I could've done it manually by now.

STARRS-23
Rookie
0 Votes

I've now waited 7 hours and the Segment pulling a tag still shows no contacts in it, even though I checked and contacts have that tag. A previous segment still doesn't not show the new contacts I added to another tag and it's been 10 hours. When I am about the send an email, I click on Refresh Count multiple times but it still says "0 Recipients — Last Refreshed: 7 hours ago". Frustrating.

Updates
Just Getting Started?

We’re here to help you grow. With how-to tutorials, courses, getting-started guides, videos and step-by-step instructions to start and succeed with Constant Contact.

Start Here
Upcoming Webinars
Apr 23
Community Conversations: SMS Marketing - Activate, Regulate, Communicate!
2PM - 3:00 PM EST