Troubleshooting Imports

Various issues can arise when you're importing data into TrackVia. Typically, issues are due to malformed spreadsheets or data consistency issues, but there are many other types you can run into.

This article is broken into Generic Issues, which can occur at any point in the import process, and Import Errors, which appear in the error report after the import completes. If you're still having trouble after using this article, please contact TrackVia Support.

Generic Issues

Import taking a long time to complete

Possible cause 1: The import is causing many app scripts to run, and those are taking a long time to complete. Two options: 1) disable the app scripts on import (see How to Import to an Existing Table), or 2) simplify the app scripts so they execute faster.

Possible cause 2: Adding or updating records is causing many triggered fields to run — the more triggered fields, the longer each record takes to save. Either convert the triggered fields to calculated fields, or reduce the number of triggered fields. Check out the Building Performant Applications course on TrackVia University to learn more about app performance.

Data got imported into the wrong fields

Possible cause 1: You copied and pasted data in a tab- or comma-separated format, and the data itself contains tabs or commas as text (not as delimiters), causing incorrect mappings. To fix this, paste the data into a spreadsheet, save it as an .xlsx file, and import the file instead.

Possible cause 2: Your spreadsheet contains merged cells, which TrackVia cannot interpret. Unmerge the cells and re-import.

"DENIED!!!" error when creating a table

Possible cause: You're importing to create a table, you've specified that at least one field will be a drop down or checkbox field, and there were no values in the data for that field. Add the drop down or checkbox options to the data in the spreadsheet before importing — you can remove them after the import finishes.

Import completes but no records got added or updated

Possible cause 1: An app script ran into a runtime exception. The error report sent via email will likely contain the app script errors. See the App Script Troubleshooting article, or disable the app scripts when importing.

Possible cause 2: The table has a group field set as the Record ID. Change the Record ID to a different field, rerun the import, then change the Record ID back to the original setting.

Import wizard never progresses past the file upload screen

Possible cause 1: Formatting issues within the spreadsheet. Review How to Prepare a Spreadsheet for Importing, make the necessary changes, and rerun the import.

Possible cause 2: The file is larger than the 40 MB limit, or is an unsupported type such as .xls or .mdb. Split large files into smaller ones, and convert unsupported types to .xlsx or .csv.

I don't see the "Import to Table" option

Possible cause: Only administrators can import data. If you don't have administrator access, ask an admin on your account to run the import or adjust your access.

I can't start an import while another is running

Possible cause: Only one import can run in your account at a time — this is a safeguard for data integrity and application performance. Wait for the current import to finish, or if an import appears stuck, contact TrackVia Support to have it stopped.

"Whoops! We seem to have encountered an error. Don't worry though, your data is still safe. Please contact TrackVia Support if the problem persists."

Possible cause: This orange error message appears in the bottom right corner of the screen immediately after starting the import, and indicates an app script timeout. See the App Script Troubleshooting guide, or reach out to TrackVia Support to inquire about increasing the app script timeout limit for that table.

Import Errors

The record ID "XYZ" does not uniquely match a value in the parent table "ABC"

Possible cause 1: There is no matching parent. Make sure the parent record exists, the imported value matches the parent ID text exactly, there are no leading or trailing spaces, and there are no multiple spaces between words.

Possible cause 2: There are duplicate parent records. Remove the duplicate record, or change the Record ID of the parent table to something more unique.

There are multiple records for the record ID consisting of values "ABC"

Possible cause: More than one record in the table has the same Record ID, so TrackVia could not determine which one to update. Dedupe the table so there is only one matching record, or change the Record ID to be more unique.

There are no records for the record ID consisting of values "ABC"

Possible cause: No record was found in the table with the specified Record ID. Either add the new record manually, or rerun the import as Add and Update rather than Update Only. See How to Import to an Existing Table.

The field "ABC" is empty and is part of the Record ID

Possible cause: One of the fields that makes up the Record ID has no value in the import file for that row. Make sure the data is present in the import file.

Invalid DROP_DOWN/CHECK_BOX value "XYZ" for column name "ABC"

Possible cause: The value you're importing into a drop down or checkbox field doesn't exist as an option on that field. If the value should exist, add it to the field settings in TrackVia. If it does exist, make sure the spelling is exactly the same in the spreadsheet and in the field settings — adjust whichever side is wrong.

Invalid DATETIME value "5.1.23" for column name "ABC"

Possible cause: The column's format doesn't match the required format for the field type. Dates must be formatted as mm/dd/yyyy and date/times as mm/dd/yyyy hh:mm. Change the format of the data in the spreadsheet and re-import.

Execution of the user script for table "ABC", event type "BEFORE_INSERT" failed…

Possible cause: An app script runtime exception. See the App Script Troubleshooting guide, or disable the app scripts when running the import.