Data Upload Troubleshooting: Common Issues and Solutions
Are you having trouble with data uploads or imports? This guide covers the most common issues and solutions to help you successfully import your data into Ninety.
Issues bulk upload problems
Problem: A blank screen appears when clicking Review during Issues bulk upload, or the upload process fails to complete.
Solutions:
Clear your browser cache and cookies specifically for Ninety, then log back in.
Update your Chrome browser to the latest version.
Log out completely from Ninety and restart your browser.
Try using an incognito or private browsing window.
If the issue persists, contact support. We can manually upload your Issues data; just provide your CSV file, target team name, and assignee information.
CSV user import email requirements
Problem: CSV user import fails because inactive users don't have email addresses, or the system requires emails when you don't want to send invitations.
Why this happens: The CSV import tool automatically sends invitations to all imported users, which requires email addresses.
Solutions:
For inactive users without emails: Manually add them one by one through Directory > Add Teammates, selecting the Inactive role.
For bulk inactive users: Contact support for manual assistance; we can add them without email requirements.
To avoid automatic invitations: Use manual user addition instead of CSV import.
For the standard bulk-import workflow, see Importing a Bulk Set of Users.
File upload issues
Problem: Files won't upload, appear corrupted, or show error messages during upload.
Common causes and fixes:
File size too large: Break large files into smaller sections or contact support for assistance.
Unsupported file format: Convert to Excel, PDF, or CSV format.
Browser compatibility: Try using Chrome or clearing your browser cache.
Mobile device images (HEIC files): Convert to JPG or PNG before uploading.
Supported file types: Excel (.xlsx, .xls), PDF documents, CSV files, standard image formats (JPG, PNG), and Word documents (.docx, .doc).
Knowledge Portal upload problems
Problem: Word documents or other files won't upload to Knowledge Portal topics.
Solutions:
Try using the drag-and-drop method instead of browsing for files.
Clear your browser cache and try again.
Ensure your file is under the size limit.
Use a different browser if the issue persists.
For more on browser-specific fixes, see How to Troubleshoot Browser-Related Issues in Ninety.
When to contact support
Our support team is always ready to help. When uploading data to Ninety, you may need to contact support when:
Technical issues persist after troubleshooting.
You have large volumes of data (100+ items).
Platform export isn't working.
You need urgent timeline assistance.
Self-service tools don't support your file formats.
To help the team assist you quickly, provide a clear description of what you're uploading, the target destination (teams, tools, specific locations), timeline requirements, all relevant files with proper access, previous platform information if migrating, and any specific error messages encountered.