Import Manager Troubleshooting
NeonCRM's Import Manager requires certain data to be included for a successful import. It also requires data to be formatted in a specific way. This guide provides solutions for common formatting mistakes and errors received in the Import Manager.
The Import Manager does not have a concrete size limit in terms of file size, number of rows, or number of columns. Its capacity varies depending on network speed on the computer that you are using as well as the NeonCRM server's workload at any given time.
This means that if you are attempting to import during peak hours of NeonCRM usage (typically between 9-5pm ET), you may encounter issues. As a general rule, we recommend that you do not attempt to import more than 5,000 rows of data in a single spreadsheet.
If your session times out while attempting to import data, then splitting your import data into smaller files should allow you to complete a successful import.
All data that is being imported using the Import Manager must follow certain data formatting rules. If data is not formatted correctly, it can result in error messages or incorrect data being imported.
Numbers Beginning with "0"
Microsoft Excel will drop leading zeroes within a cell. For example, a zip code of 02902 would look like this in Excel:
The easiest way to ensure that NeonCRM will import the full number is to force Excel to recognize the leading zero for import into NeonCRM. You can do this by following this third-party guide from Microsoft.
Full Name as a Single Field
NeonCRM requires that name information be separated into first name and last name, with additional separations for prefix, middle name, and suffix, as needed. For example:
Invalid File Format
NeonCRM's Import Manager will only accept .CSV files. To save an .XLS or .XLSX file as a .CSV file, when saving in Excel, selecting .CSV as the Save As Type.
Negative Numbers or $0 Amounts
NeonCRM will not accept negative numbers or 0 in the Donation Amount field for donations. More information is available in the Preparing Donation Data guide. You can, however, import $0 memberships or event registrations.
Date Field Formatting
All dates in import data must be in MM/DD/YYYY or MM-DD-YYYY format. To format your dates in Excel, highlight the cell or column, right-click, and select Format Cells...
On the Format Cells screen, select the Number tab, then the Custom option in the left panel.
This will reformat your dates appropriately.
The Import Manager can only accept files with a single tab or worksheet. If you have multiple sheets in a single .CSV file (as shown below), you would need to copy the data from the additional tabs to new sheets and save them as new .CSV files.
Please review Importing Data with Special Characters.
If you encounter a particular error message when importing, try changing your data using the solution information below and doing a new import.
Message: The IDs in [number of rows] rows do not match to existing accounts in NeonCRM. We cannot import data for these accounts. Please check your data and make sure that your IDs are correct or click Continue to proceed without importing data to the invalid IDs.
Explanation: When attempting to do an import adding transactions to accounts, at least one account ID was found to be invalid or incorrect. For example, if your data contains an account ID 192, and Neon was unable to find an account ID with that number to add the transaction to, this error would occur.
Solution: Click Cancel to end the import. Review your data and ensure that your account ID numbers are all correct and valid.
Message: This import cannot be continued. Please create a new import.
Explanation: You attempted to continue an incomplete import of accounts and transactions.
Solution: Incomplete imports of both account and transaction data cannot be continued. Begin a new import with your data.
Message: The required column has not been mapped. Please map this column and try again.
Explanation: A required field for accounts, donations, event registrations, or memberships was not mapped during the import process. You can tell which dropdown data options are required because they will be in bold when mapping.
Solution: Click Cancel to end the import. In your spreadsheet(s), add the required column and data.
Message: You have not mapped the [name] value in [field name]. Please select a value, or check Ignore if you do not wish to import this [field name].
Solution: Click Cancel to end the import and create the appropriate data in NeonCRM.
Message: You cannot map multiple spreadsheet columns to the same NeonCRM field. Please update your mapping and try again.
Explanation: You attempted to map multiple columns to the same NeonCRM field.
Solution: Map each column to a different NeonCRM field.
Message: An Account ID is required to update existing NeonCRM accounts. Please map this column and try again.
Explanation: The only way to update existing NeonCRM accounts is to include a column for NeonCRM Account ID on your spreadsheet.
Solution: Click Cancel to end the import. Add a completed Account ID column to your spreadsheet. More information on updating existing NeonCRM accounts with ID numbers is available here.
Message: The Web page you requested did not load because of a system error. Please use the navigation links on the left to continue browsing our web site.
Explanation: An unspecified error occurred and your import could not be completed.
Solution: This error can occur for one of two reasons:
- The import timed out. This typically occurs if you are attempting to import too much data in a single spreadsheet. Try splitting your data into multiple spreadsheets.
- Some other error occurred. Re-check your data and make sure that it is formatted correctly and no required fields are missing. If everything looks okay, submit a support incident so our technical support team can investigate.
Message: You have not mapped the [value name] value in [field name]. If you would like NeonCRM to create [value name] as a new [field name], click OK to continue.
Solution: Click Continue for NeonCRM to create the field value for you. In the example below, NeonCRM would create a new event for you called Gala 2011.
Message: You have not mapped the [custom field value name] value for the custom field [custom field name]. If you would like NeonCRM to create [custom field value name] as a new option for [custom field name], click OK to continue.
Explanation: You have not mapped a field value for an account or donation custom field. NeonCRM can create it as a new option for you.
Solution: Click Continue for NeonCRM to create the field value for you. In the example below, NeonCRM would create a new option in the account custom field Newsletter Subscription(s) called Advocacy.
Assistance with troubleshooting imports as well as formatting data for import is only provided via consultation. For more information and to fill out a form requesting a consultation, please visit our NeonCRM Consultation page here.