Troubleshooting tips for user import

This topic describes some of the issues that may cause a user import to fail, and how to resolve those issues.

Include mandatory fields: Make sure your CSV file contains a column for the mandatory Username field. The Username field must contain a unique value, such as an Employee ID or a Windows user name.

Populate required fields: Before uploading a CSV file to import users, make sure that the file includes columns that match the mandatory user fields in the organization's Users list. If the import file contains a Status column, it must contain a status value.

Use the correct column formatting: Ensure that columns with multiple values have the correct format to import correctly.
  • The entire entry must be enclosed within double-quotes. This rule is true even if the multi-select picklist has only one entry.
  • A comma must be used to separate each of the values. There can be no spaces before or after the comma.
    Examples:
    • This example shows two column names, separated by a comma (no space before or after the comma). POSITIONS is a multi-select picklist column:

      USERNAME,POSITIONS

    • This example shows a multi-select picklist attribute column with multiple entries:

      Cadiz,"ESH Team Tech Supv,FMT Coordinator,SITE 300,Exercise Call Out,Field Monitoring Team,Coordinator DOC"

      • The entire entry starts and ends with regular double-quote characters, not the "smart quotes" used by some word-processors.
      • Each picklist entry is separated by a comma with no spaces before or after the comma.
      • An entry can have a space within it. For example: Field Monitoring Team
    • This example shows a multi-select picklist attribute with a single entry:

      East, "LEDO"

  • Make sure that any geolocation attributes in the CSV file are in the correct string address or "Latitude,Longitude" format. For example, 311 Fairchild Drive, Mountain View, CA or "37.538226,-122.32726".

Enable user uniqueness for super enterprise and enterprise organizations: If you are importing users in a super enterprise or enterprise organization, user uniqueness must be enabled. Otherwise, the import fails with the following error: "[Organization]: Column was not recognized as an attribute or device".

For instructions on how to enable user uniqueness, see "Enable enterprise features" in the BlackBerry AtHoc Enterprise Features guide.

User import errors: The following table describes possible error messages that may be encountered when importing users from a file:

Error message

Notes/Workaround

Errors were found when parsing the CSV file, such as duplicate column names.

Generic message for unexpected errors. If your CSV file contains a column for organization hierarchy, make sure that it includes the hierarchy common name to specify the location in your User Base Hierarchy where the user is a member.

[Status]: Attribute is mandatory but no value has been provided.

Make sure that the Status column contains a value. Valid values are Enabled and Disabled.

Unable to locate upload directory.

This error occurs when the import file upload path does not exist on the application. The correct path is: %AtHocENS_home%\ServerObjects\uploadStage

The uploaded CSV file does not have a username column. The username column is required.

Update the CSV file to include a username column.

The uploaded CSV file has no user rows.

Update the file to include user rows. Update the CSV file to include columns.

There was some error in processing the request.

Check the CSV file for duplicate columns.

[Username]: The following characters are not allowed in Username [ ] : ; | = , + * ? < > space.

The username contains one or more invalid characters.

Organization subscription end date provided for org [\{0}] can not be earlier than start date

If a Subscribed Organizations column with start and end dates is included, the end date cannot be earlier than the start date.

Invalid organization subscription end date provided for org [\{0}] , it should be in the format: {1}

If a Subscribed Organizations column includes an end date, the end date must be in the same format as the current organization.

Invalid organization subscription start date provided for org [\{0}] , it should be in the format: {1}

If a Subscribed Organizations column includes a start date, the start date must be in the same format as the current organization.

Unrecognized organization subscription value provided for org [\{0}]

If a Subscribed Organization column is included, the correct name of an organization that is enabled for subscription must be used. When assigning subscription dates, use a single colon (:) and a single pipe (|). Do not use double colons (::) or double pipes (|).

Organization subscription start date provided for org [\{0}] cannot be earlier than current date

If a Subscribed Organizations column includes a start date, the start date must be later than the current date.