| This article covers lagging feed troubleshooting for dealerships connected through CDK’s Fortellis Marketplace. If your dealership uses Authenticom/DealerVault, please refer to the Authenticom Lagging Feed article for steps specific to your setup. |
A lagging DMS feed means that fullthrottle.ai has not received new sales or service transaction data from your dealership's DMS in the last 7 days. For dealerships using CDK, this connection runs through the Fortellis Marketplace API — and the most common cause of a lagging feed is an interrupted or inactive subscription there.
How to Tell If Your Feed Is Lagging
If your data is behind, you will see the following alert in your fullthrottle.ai app:
Transactional Data is Behind 7+ Days Unlock Full Power of Reporting & Attribution with up-to-date transactional data. Please reach out to your account lead.
If you see this message, follow the steps below.
What Is Impacted by a Lagging Feed
When your feed is lagging, the following areas are affected:
- All campaigns and audience builders — targeting and performance data stops updating
- Previous Customer conversions — wallet creations and updates are paused
- Shopper Suite Conversions
- Lifecycle Conversions, New Customer Profiles, and Vehicle Statements Generated
Once a month ends, Previous Customers data is locked as a snapshot for that given month. Any sales or service activity that fullthrottle.ai influenced during a lagging period will not appear in previous months or count toward the current month.
Step 1: Check Your Fortellis Marketplace Subscription
The most common reason for a lagging CDK feed is that the dealership's subscription to fullthrottle.ai in the Fortellis Marketplace has lapsed or been disconnected — this can happen during events like a buy/sell or a DMS change.
To check and reactivate your subscription:
- Navigate to the fullthrottle.ai Fortellis Marketplace listing
- Confirm that your dealership is still subscribed and active
- If not, resubscribe and activate — a video walkthrough is available to guide you through the process
To Note: If your dealership recently went through a buy/sell or ownership change, your Fortellis subscription may need to be set up under the new entity. Resubscribing will generate a notification on our end to complete the reconnection.
Step 2: Still Lagging? Submit a Support Request
If your Fortellis subscription appears active but your data is still lagging, please submit a support request and include the following:
- Dealership name
- Dealership address
Our Data Operations team will confirm the status of your connection and coordinate next steps — whether that's working directly with your dealership or with Fortellis on our end.
For additional questions, please contact your customer success fullthrottle.ai representative.