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Troubleshooting Bulk User CSV Upload Errors

This article lists the common issues and error messages you may encounter when uploading files (bulk user CSVs) and provides clear steps to diagnose and resolve them.

Summary This article explains common causes of bulk user upload failures, the error information available in the portal, and step-by-step actions to correct and re-submit CSV uploads.

Common causes of upload failures

  • Modified template structure or headers: Changing any headers or the structural format of the provided CSV template will cause errors.
  • Incorrect file type or format: The file must be saved as a plain CSV. Other file types or CSVs saved in a different format can fail.
  • Inactive or nonexistent users included: Only include users who are active and should be invited; including inactive or unknown users can produce errors.

Where to find error details in the portal

  1. Upload History: After attempting an upload, open the Upload History for that upload attempt to see whether it succeeded or failed.
  2. View Errors: From the Upload History entry, select Actions → View Errors to display the exact rows and reasons that need amending.

Step-by-step troubleshooting and resolution

  1. Use the official template

    • Download and use the bulk upload template from Admin → Manage Users.
    • Do not change any headers or the file’s structural layout.

  2. Confirm file format

    • Ensure the file is saved as a plain CSV (do not change the file type away from CSV).

  3. Validate user entries

    • Only include active users who should be invited.
    • Remove any rows for inactive or unknown users.

  4. Inspect Upload History and error details

    • After an upload attempt, open Upload History.
    • Click Actions and choose View Errors to see which rows failed and the specific error messages.

  5. Correct the CSV and re-upload

    • Amend the problematic rows indicated in View Errors (restore correct headers/format, remove inactive users, fix file format).
    • Re-upload the corrected CSV.

What happens after a successful upload

  • After a successful bulk upload, users will be emailed instructions automatically.

Quick checklist before re-uploading

  • Using exact template from Admin → Manage Users
  • Headers and structure unchanged
  • File saved as plain CSV
  • Only active users included
  • Reviewed Upload History → View Errors and corrected any indicated rows