AJO Sandbox Issues – Audience Qualification and Email Configuration Not Working | Community
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Praveenra2
Level 2
June 10, 2026
Question

AJO Sandbox Issues – Audience Qualification and Email Configuration Not Working

  • June 10, 2026
  • 3 replies
  • 85 views

Hello Adobe Community Team,

We have access to an Adobe Journey Optimizer (AJO) sandbox environment for our organization, Xerago, and are currently facing a couple of issues while exploring the platform.

 

Issue 1: Audience Qualification Not Working

 

We have created audiences using segmentation rules, and the profile data appears to be available in the system. However, the audience is not populating the list of qualified profiles, even though some profiles clearly satisfy the defined segment criteria.

We have verified:

  • Profiles are ingested and visible.

  • Segmentation logic appears to be correct.

  • Audience creation completes successfully.

Despite this, the qualified profile count remains empty or does not reflect the expected results.

 

Issue 2: Email Configuration Not Functioning in Sandbox

 

The Adobe support team has already completed the email channel configuration in the sandbox environment. However, we are unable to send test emails or execute email-related activities successfully. The configuration appears to be in place, but the email channel is not functioning as expected.

Questions

  1. Are these limitations or issues common in  AJO sandbox environments?

  2. Is there any additional configuration, provisioning, or waiting period required before audiences and email channels become fully operational?

  3. Has anyone experienced similar issues with audience qualification delays or email channel setup in a sandbox environment?

  4. Could this be specific to our organization (Xerago) or is it a known sandbox behavior?

Any guidance, troubleshooting steps, or recommendations would be greatly appreciated.

Thank you.

    3 replies

    Pulkit_Jain_
    Adobe Employee
    Pulkit_Jain_Adobe Employee
    Adobe Employee
    June 10, 2026

    ​@Praveenra2 

    Yes — these behaviors are not specific to your org but customers may face these issues due to external factors like Audience qualification may fail due to missing system datasets, or delayed audience evaluation.
    Email not working is also typical when email presets/CDN aren’t fully provisioned.
    If datasets or channel surfaces are missing, the sandbox usually needs re‑provisioning by Adobe.

    Please raise a support ticket with the IMS Org + Sandbox name, and we can identify exactly what’s missing.

    P
    Praveenra2Author
    Level 2
    June 12, 2026

    Hi ​@Pulkit_Jain_ ,

     

    Thank you for your insights and clarification on the potential causes of these issues.

     

    We appreciate your explanation regarding audience qualification failures, delayed audience evaluations, and email channel provisioning dependencies. We will raise a support ticket with the IMS Org ID and Sandbox details as suggested so that the team can investigate the provisioning and identify any missing datasets or channel configurations.

     

    Thank you again for your guidance and support.

     

    Best regards,
    Praveen

    DavidKangni
    Community Advisor
    DavidKangniCommunity Advisor
    Community Advisor
    June 10, 2026

    Hi ​@Praveenra2 ,

    There could be so many reasons

    Issue 1: Audience Qualification Not Working

    • check if schemas and datasets are enable and check if the profile reflected the data. then check the merge policies
    • can start with a simple criteria for segmentation and check also your evaluation method (edge, streaming, batch)

    Issue 2: Email Configuration Not Functioning in Sandbox

    • check the channel configuration (sender details, error, email address) and domain config (SPF, DKIM, DMARC) ip pool etc
    • check suppression list and allow list
    • check the message feedback events table if the interaction status is failing 
    • check if the email if failing because of rendering error or handlebars expression. test with a simple loren ipsum content

    Thanks,

    David

    David Kangni
    P
    Praveenra2Author
    Level 2
    June 12, 2026

    Hi David,

     

    Thank you for your suggestions and guidance. We'll review the recommended checks and continue our investigation.

     

    Thanks for your support.

     

    Thanks,
    Praveen

    SatheeskannaK
    Community Advisor
    SatheeskannaKCommunity Advisor
    Community Advisor
    June 10, 2026

    ​@Praveenra2 

    • Issue 1: Audience Qualification Not Working - Looks like this is first time you’re getting provisioned with sandbox. If that’s the case, can you go ahead and toggle the “schedule all audiences” option on Audience UI and wait for the scheduled audience evaluation to get complete (you can see the next scheduled time on the “Evaluation summary” option)
    • For the email configuration issue, I would suggest work with spphelp@adobe.com to sort out the issue.
    Thanks, Sathees
    P
    Praveenra2Author
    Level 2
    June 12, 2026

    Hi ​@SatheeskannaK ,

     

    Thank you for your response.

     

    We have already enabled the "Schedule all audiences" toggle in the Audience UI and have waited for the scheduled audience evaluation to complete. However, the audience is still not being populated, and no qualified profiles are being displayed.

     

    Regarding the email configuration issue, we will coordinate with spphelp@adobe.com as suggested.

     

    Thanks,
    Praveen

     

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