Import Error Definitions

After importing a file to EverTrue, your Summary Report may contain some error messages. Not all are major issues that require action, but it's important to know what they mean. 

To diagnose the errors, follow these steps:

1. View the error report by clicking on the Review button next to your import file on the Import screen

2. If your file says "Completed with Issues," or "Import Failed" click on the hyperlink to Send Full Report of Issues and Affected Records to Your Email. Note, if your import is reported as "Completed with Issues," it was processed and completed, but with some hiccups. Once you receive the email, open the report and view the errors. Use the following definitions for troubleshooting. Reach out to genius@evertrue.com with any questions.


Error Message Definitions

"Identity already exists"

This error message occurs when a unique identifier (usually an email address) is found elsewhere in the system during an import. The most common cause for this is having an email on two different records in the import file (such as the same email address being on the record of two married alumni). If this is the case, the best solution is to remove the email from one of the records as we will not import an email more than once.

This error can also occur when an email is being swapped from one record to another without being removed from the original record first.

A large number of this error can occur unexpectedly and can indicate a problem with the "Person ID" being imported into EverTrue. If you believe this to be the case, contact genius@evertrue.com to look into it and work with you to find a solution.

"Conflicting email identities detected"

Related to the above identity error, this error occurs most often when an email is shifted within a record, e.g. from Email 1 to Email 2, or when shifted from one record to another. This error often resolves itself or is related to the above "Identity already exists" error and will be resolved alongside the resolution of that error.

"Data Steam Invalid"

Error messages of this kind almost always result in the failure of an import and can have several causes. The most common are unescaped or unmatched double quotes in your file. If this error occurs suddenly, the quickest solution is to check the newest data added since your last import - looking for unmatched quotes. If found, either escape them/match them or replace them with another character such as single quotes. If this is not possible or no error seems to exist in the data, contact genius@evertrue.com for further assistance.

This can also sometimes occur with files that contain certain special characters and are not UTF-8 encoded. UTF-8 encoding is necessary for our system to recognize characters that contain accents or are otherwise non-standard English characters. Rarely certain characters outside of the UTF-8 character set will break the import process. The easiest way to resolve this is to open your file in a basic text editor (such as Notepad) and ‚ÄúSave As," making sure the encoding is set to UTF-8. More instructions here.

"Unrecognized Role"

If you are trying to add a new type of constituent role (e.g. Alumni), and that role does not exist (i.e. has not been created by EverTrue), then you will need to contact genius@evertrue.com in order to create that role. After the desired role has been implemented, you can re-import your data. (Records with unrecognized roles will not be imported.)

NOTE: This error should not apply to customers only running EverTrue.

"Changing the privatized_source is not allowed for property: <property>, it is owned by: <source>"

This error can look daunting at first because of the slightly arcane property name, however, the warning itself is simple. If a property has been suppressed in Console, and the "IsShared" column in your import is flagged "Y" then this warning will surface. For privacy and security reasons, only the source that hid a data point can un-hide the data point.

"You are trying to update a Gift with a Contact ID [ID] that is different from the original Contact the gift was attached to [ID]"

Transactional gifts, with unique gift IDs, are assigned to a unique constituent and should very rarely change association with a constituent. To protect your data, we may not allow gifts to be re-associated with another constituent. If, for whatever reason, the gift should change association to another constituent, contact genius@evertrue.com for assistance. 

"Pending Deletions"

Pending Deletions are not error messages and only occur with full imports. Because full imports assume that you want to delete any record not included, we queue up all the deletions for confirmation. This assures that no records are deleted by accident.

"Unable to acquire lock"

This error is a very uncommon error that can occur somewhat at random. If it occurs, it often resolves itself by the next import. However, if concerned, please contact genius@evertrue.com for further information. 

"Server Error" and "Request Timed Out"

Error messages of this kind usually result in the failure of an import and are related to server load. Rarely, when the EverTrue system is under heavy stress, the server will have trouble communicating with the other systems, and the job will time out. If a job fails and shows these error messages, re-running the import will often do the trick. If the error message persists through a re-import, contact genius@evertrue.com.

"An unknown error has occurred"

Often, this might be caused by a lag in our importer. Try re-importing your file to see if this naturally resolves itself. If you import your another file and the same error occurs, reach out to genius@evertrue.com. 

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