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Welcome to our Support Center. Get help with integration and live campaigns

Why can't Criteo import my product feed?

General Overview 

The Criteo feed module will retrieve and import your product feed from the location provided. 

During the retrieval of the feed from the specified location, errors can occur. Here are six possible reasons why:

  1. Download file does not exist
  2. Service is not available
  3. Unable to connect
  4. Unknown file format
  5. Wrong credential
  6. Download failure
  7. Image caching issue (blank images)

 

1. Download file does not exist

Overview

You are seeing a 404 error because the URL is pointing to a server where the file doesn’t exist.

Solution

Please make sure that the link you provided is the correct one to download your feed from. To check if the link is correct, copy and paste it into your browser. If the feed does not download or load in the browser, then the link is incorrect.

If it does download or load in the browser and you are still seeing this error, then please contact the support center for more help.

 

2. Service is not available 

Overview

You are seeing this error because the Integrate Platform is unable to retrieve the file due to one of two FTP error codes:

120 – Service Temporarily Not Available

421 – Service Not Available

550 - ERROR: Nothing was downloaded

504- Gateway Time-out ERROR

400- BAD_REQUEST ERROR: Nothing was downloaded

403- Forbidden ERROR: Nothing was downloaded

404- Not Found ERROR: Nothing was downloaded

Solution

If access to your FTP server is restricted, you can either grant Criteo access by making your server publicly accessible – or by whitelisting the CIDRs below:

 

3. Unable to connect

Overview

You are seeing this error because we were unable to connect to the HTTP, HTTPS or FTP link provided. 

Solution

If your feed is accessed via HTTP or HTTPS, please make sure the specified link is the correct one to download your feed from. To check if the link is correct, copy and paste it into your browser. If the feed does not download or load in the browser, then it’s incorrect.

If your feed is accessed via FTP, you’ll need to make sure your FTP server can be accessed externally via port 21. For now, Criteo cannot make SFTP connections. 

Furthermore you need to ensure that the following IP's are whitelisted and can access your server hosting the feed. See the IP below:

WW

178.250.0.0/21

EMEA
AMERICAS
APAC

178.250.0.0/21

185.235.84.0/22

74.119.116.0/22

199.204.168.0/22

177.73.128.0/21

116.213.20.0/22

182.161.72.0/22

If you follow the fixes above and are still seeing this error, please contact the support center.

 

4. Unknown file format

Overview

You are seeing this error because the feed you provided is not an XML or CSV file.

Solution

Please provide your feed in either an XML or CSV format according to the Criteo Feed Specifications.

If your file is in the correct format and you’re still seeing this error, please contact the support center.

 

5. Wrong credential

Overview

You are seeing this error because the username and/or password you entered is incorrect or not provided when required.

Solution

Please check that you are using the correct username and password to download your feed. If your username and password are correct but you’re still seeing this error, please contact the support center.

 

6. Download failure

Overview

You are seeing this error because Criteo failed to download your feed for a reason other than the ones stated above.

Solution

First, check that the link you provided to download your feed is correct. Simply copy and paste the link into your browser. If the feed does not download or load in the browser, then there is an issue with the feed. If you provided a URL, make sure there are no redirects. 

If you’ve written a script to generate the feed in real time, please make sure the script runs in under a minute. Alternatively, have the script run daily to generate the file, and provide the link to the file.

If you’re still seeing this error, please contact support.

 

7. Image caching issue (blank images)

Overview

Having a white image on the banner is very rare, but can happen for various reasons, for instance: our Image proxy server was not able to connect to your server.

Solution

First, check that the images are available and can be downloaded. Simply copy and paste the link into your browser. If the image does not download or load in the browser, then there is an issue with the image URL or the server hosting those images. If you provided a URL, make sure there are no redirects. 

Then ensure that all our image proxy server's IP are whitelisted:

EMEA
AMERICAS
APAC

178.250.0.0/21

185.235.84.0/22

74.119.116.0/22

199.204.168.0/22

177.73.128.0/21

116.213.20.0/22

182.161.72.0/22

 


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