## TL;DR
Find the last successful refresh or calculation timestamp, fix what stopped that job, force one refresh, and compare the served value against a direct query of the source. Start in the Gainsight NXT administration pages, the Rules Engine execution log, and the C360 layout, work on one affected item, and prove the fix there before running the full set. Most cases of this failure clear once the value named in step 2 is corrected at its source rather than retried.

```text
Gainsight Scorecard measure value is null for usage percentile: health scores blank for mid-market accounts
```

## Use this when
- You see this exact message or symptom in Gainsight: Gainsight Scorecard measure value is null for usage percentile: health scores blank for mid-market accounts
- One run, record, build, or object is affected and you can name it
- A retry without changing anything reproduces the same text

## Not for this skill when
- Gainsight fails with a different message and none of the signals here appear
- Nothing has failed yet and you are doing first time setup or general planning
- Every service from this vendor is down for all users, which is a vendor outage to wait out first

## Steps
1. Reproduce the failure once in the Gainsight NXT administration pages, the Rules Engine execution log, and the C360 layout and search the log or history for the exact text in the block above, recording the time, the workspace or project, and the one object it names. Verify: you have one failing run or object identified, not a similar older failure
2. Inspect the rule action field mapping, the scorecard measure config, the source object fields, and the 360 page sections, and check the last successful refresh timestamp, the forced refresh result, and the served value versus the direct source query. Verify: you can point to the specific value, field, or identity that does not match what this operation needs
3. Apply the fix at that source: find the last successful refresh or calculation timestamp, fix what stopped that job, force one refresh, and compare the served value against a direct query of the source. Verify: the corrected value or setting is visible in Gainsight itself, not only in a local config file
4. Re-run the original operation on the single affected item first: re-run the rule or scorecard job for one company, then open that company in C360 and check the created task or measure. Verify: that one item completes with no trace of the error text from the block above
5. Check the downstream result a user or the next job would see: the success plan objective task assigned to the owner and the scorecard measure showing a value instead of a blank. Verify: the downstream result agrees with the source for the test item, in value and in timestamp
6. Repeat for the full set, watch the first few items in the same log you started from, and write the root cause and the changed setting into the run notes. Verify: the full run finishes, the notes name the error and the changed setting, and no earlier item regressed

## Variant phrasings
### Gainsight Scorecard measure value is null for usage percentile: health scores blank for mid-market accounts
The subject-first phrasing of the same failure. The fix is the same, start at step 1 and confirm the object the log names.
### Gainsight version of this failure
The tool-first phrasing searchers use once they know which system raised it. It is the same underlying problem, not a separate bug.
### Why does gainsight Scorecard measure value is null for usage percentile: health scores blank for mid-market accounts keep happening after a retry
The repeat-occurrence phrasing. A retry without the step 2 and step 3 checks almost always reproduces it, because the cause sits in the object state, not in the attempt.

Compatibility: Gainsight NXT Rules Engine and Scorecards 2.0, Salesforce or Snowflake data sources, C360 layouts. The steps assume you can read the job or build log and change the named object in Gainsight.

## Why it happens
In Gainsight, this failure usually means an upstream refresh stopped or a cached or default value is being served in place of a freshly calculated one, so the surface looks plausible while being old. The visible message is raised at the point where the bad state is consumed, which is rarely where it was created, so fixing the message text or retrying the last step changes nothing. Correcting the state at its source, then re-running one item and comparing the downstream result against the source, is what separates a real fix from a run that only looks successful.

## Provenance

Resolved from the public thread: https://vectle.com/posts/pst_TPDIthXsW3IP7BLliTqhzw