In Experience Cloud, People Core Service, in the customer attributes section what does "unable to retrieve sync status" mean?

[JaneGo1]

I have created a customer attribute source and uploaded a datafile, and the file looks like it has been successfully uploaded, but the sync status says unable to retrieve sync status. It has been more than 48 hours since I did this. Does this mean the attributes haven't been mapped into Target?

[Gokul_Agiwal]

Hi @JaneGo1 

From my experience sometimes it takes more time. however could you please quickly check few things, 

1) Validate your schema and make sure all your uploaded attributes having type, display names and description. 

https://experienceleague.adobe.com/en/docs/core-services/interface/services/customer-attributes/vali... 

2) You subscribed to Target Solution and all your attributes mapped correctly. 

3) Your data source is active 

and lastly go to Adobe Target, under audience tab, open the Visitor Profile and check all the attribute name listed to use as audience. 

In case if this is not working and If you're more queries feel free to post it here.

Hope this helps. 

[Thanongdach]

Hi @JaneGo1 

Thanks for raising this — your issue is a common one and often stems from data mapping or sync validation problems. Here are a few things to consider:

What "Unable to retrieve sync status" usually means:
This message typically indicates that Adobe Experience Cloud is unable to confirm the sync status of your uploaded customer attributes. While the file upload may have appeared successful, the attributes may not yet be available in downstream solutions like Adobe Target.

Possible Causes & Fixes:
1. Field mismatch or invalid data format
Ensure that the column names and formats in your uploaded file match exactly with the expected schema. If there’s a mismatch or malformed data (e.g., nulls in key fields), the sync can silently fail without a clear error message.

2. Attribute Mapping not configured properly
After uploading the dataset, you must navigate to the Customer Attributes UI → Mappings tab and explicitly map the attributes to Adobe Target.
If this step is missed, the attributes won't be synced or usable in Target.

3. Sync failure requiring manual refresh
Sometimes, a backend issue or temporary delay can block the sync. Try doing the following:

Re-upload the datafile

Reconfigure or refresh the attribute source

Remove and recreate the attribute source if needed

4. Attribute source might not be enabled for Target
Double-check whether the data source is correctly enabled for Adobe Target during setup. If not, the mapping will not propagate.

Why 48+ hours with no update is a red flag:
Normally, attributes sync to Adobe Target within a few hours. If it's been over 48 hours and you still see "unable to retrieve sync status", it's likely a deeper issue. In this case, I recommend:

Validating the field names and formats

Reviewing the mapping configuration

Opening a support ticket via the Adobe Admin Console

Best regards,
Mr.Thanongdach Kankaew