Troubleshooting OWLimports

  • Updated

If you encounter issues when importing data into OWL using OWLimport, the following troubleshooting steps can help identify and resolve common problems.

1. Blank or Missing Attributes After Import

Possible Causes

  • The source file (CSV, Excel, JSON) contains empty values in certain columns.
  • The field mapping was not configured correctly — source columns may have been mapped to the wrong OWL attributes.
  • Column headers in the source file do not match the expected format.
  • Extra whitespace or special characters in the source file are causing values to be treated as blank.

Resolution

  • Open the source file and verify that the expected values exist in the correct columns.
  • Review the field mapping configuration and ensure each source column is mapped to the correct OWL attribute.
  • Remove any leading or trailing whitespace from column headers and values.
  • Re-upload the file after correcting the data.

2. Incorrect Field Mapping

Possible Causes

  • Source file columns were manually mapped to the wrong OWL template fields.
  • The auto-mapping (fuzzy mapping) assigned columns incorrectly.
  • The datasource template was not configured with the correct field names or positions.
  • A saved mapping was used that no longer matches the current file format.

Resolution

  • During the mapping step, carefully review each source column and its corresponding OWL field.
  • If using auto-mapping, verify the suggested mappings before confirming.
  • If using a saved mapping, confirm that the source file structure has not changed since the mapping was created.
  • Update the datasource template if field names need to be added or corrected. Templates can be managed via Administration or updated by your administrator.

3. Imported Records Not Visible in OWLvault

Possible Causes

  • The import is still processing and has not completed.
  • You do not have access to the datasource where the records were imported.
  • The records belong to another user's import and you do not have collaboration access.
  • Active filters in OWLvault are hiding the imported records.
  • The records were imported under a different datasource name than expected.

Resolution

  • Check the import status to confirm processing is complete.
  • Verify that you are viewing the correct datasource in OWLVault.
  • If the records were imported by another user, confirm that you have been collaborated on the relevant records or cases.
  • Clear any active filters (record owner, department, status) that may be limiting your view.
  • Confirm the datasource name used during import matches what you are searching for.

4. Import Process Does Not Start or Fails

Possible Causes

  • The file format is not supported (only CSV, Excel, and JSON are supported).
  • The file exceeds the maximum allowed size.
  • Your storage limit has been reached.
  • Network connection was interrupted during upload.
  • The system is currently processing another batch import.

Resolution

  • Verify that the file is in a supported format.
  • Check that the file size is within the permitted limit.
  • Verify your available storage and request additional storage if needed.
  • Retry the upload after confirming your network connection.
  • If batch processing is in progress, wait for the current batch to complete before submitting a new import.

5. Records Not Attached to the Expected Case or Subject

Possible Causes

  • The case or subject was not selected during the import process.
  • The import was processed without specifying a Case/Subject association.
  • The case or subject is in a closed or archived status, preventing attachment.
  • The "Finish" option was not selected after selecting the Case/Subject association.


Resolution

  • After import, use the mapping function to attach records to the correct case or subject.
  • Verify that the target case or subject is in an Open or Pending status.
  • Use the Attach Records to Case/Subject option in OWLVault or Databases by Datasource to associate records after import and select Finish.

6. Data Not Searchable After Import

Possible Causes

  • The imported data has not yet been indexed.
  • The indexing process is still running.
  • The datasource or records have not been associated with a case or subject.

Resolution

  • Allow time for the indexing process to complete. Processing time varies depending on the size of the dataset and your organization's configuration.
  • Verify that the records have been successfully processed by checking their status in OWLVault.
  • If records need to be searchable from the Search/Query module, ensure they are properly attached to a case or subject.

7. File Format or Encoding Issues

Possible Causes

  • The file contains unsupported characters or encoding (e.g., non-UTF-8 encoding).
  • CSV delimiters are inconsistent (mixing commas, semicolons, or tabs).
  • The file has merged cells or complex formatting (Excel).

Resolution

  • Save the file with UTF-8 encoding.
  • Ensure consistent delimiter usage throughout the CSV file.
  • Remove merged cells, conditional formatting, or multi-row headers from Excel files before importing.
  • Use a simple, flat table structure with a single header row.

8. Records Imported to the Wrong Datasource

Possible Causes

  • The incorrect datasource was selected during the import process.
  • A saved mapping associated with a different datasource was used.
  • The datasource name was similar to another datasource, causing a selection error.
  • A new datasource was created during import instead of selecting the existing one.

Resolution

  • Verify which datasource the records were imported into by checking OWLVault > Databases by Datasource.
  • If records were added to the wrong datasource, delete the incorrectly imported records (if permitted) and re-import the file to the correct datasource.
  • When re-importing, carefully confirm the datasource name before processing.
  • If you cannot delete the records, contact your administrator to move or remove them from the incorrect datasource.
  • To prevent future occurrences, use saved mappings that are already configured for the correct datasource, and verify the datasource selection before starting the import.

9. Permission Issues Preventing Import

Possible Causes

  • Your user role or license type does not include access to the OWLimport module.
  • Your module access configuration does not have OWLimport enabled.
  • You do not have permission to import into the selected datasource.

Resolution

  • Verify that your role includes access to the OWLimport module by checking with your administrator.
  • Contact your administrator to confirm that your license type supports data import functionality.
  • If you receive a "Permission not available" or "Access Denied" error, request the appropriate module access from your administrator.

10. Duplicate Records After Import

Possible Causes

  • The same file was imported more than once.
  • A previously imported file was re-uploaded without checking for existing records.
  • The deconfliction feature was not enabled for the datasource, so duplicates were not detected.
  • Partially overlapping data across multiple import files created duplicate entries.

Resolution

  • Before importing, check OWLvault to confirm whether the data has already been imported.
  • If duplicates exist, use the data hygiene tools in OWLvault to identify and remove duplicate records (if permitted).
  • Enable deconfliction for the datasource so that future imports are checked for conflicts before processing.
  • If bulk duplicates need to be removed, contact your administrator for assistance.

11. Single Record Entry Issues

Possible Causes

  • The correct datasource template was not selected when creating the record.
  • Required template fields were not completed.
  • The entered values do not match the expected data types or formats defined in the template.
  • The datasource name does not exist or was not configured for single record entry.

Resolution

  • When creating a single record entry, ensure you select the correct datasource template from the dropdown.
  • Complete all required fields as defined in the template.
  • Verify that entered values match the expected format (e.g., dates in the correct format, numeric fields containing only numbers).
  • If the desired template is not available, contact your administrator to verify the datasource and template configuration.

12. Saved Mapping Not Working After Template Update

Possible Causes

  • The datasource template was updated by an administrator (new fields added or existing fields renamed).
  • The saved mapping still references the old field structure and does not include the newly added fields.
  • Field positions have shifted, causing misalignment between the saved mapping and the current template. 

Resolution

  • If new fields have been added to the template, update your saved mapping to include the new fields.
  • Delete the outdated saved mapping and create a new one based on the current template structure.
  • After a template update, re-verify the mapping before processing to ensure all fields align correctly.
  • Contact your administrator to confirm what template changes were made if mappings suddenly fail.

13. Deconfliction Fields Not Configured Correctly

Possible Causes

  • During field mapping, the "Consider for Deconfliction" flag was not enabled on the appropriate attributes.
  • Key identifying fields (such as name, SSN, email, or phone number) were not selected for deconfliction matching.
  • The deconfliction template does not include the fields being mapped in the import.

Resolution

  • During the mapping step, ensure the "Consider for Deconfliction" checkbox is enabled for all key identifying attributes that should be checked for duplicates.
  • Verify that the deconfliction template configured for the datasource includes the same attributes you are marking for deconfliction during import.
  • If deconfliction is not detecting expected matches, review which fields are flagged and confirm they contain consistent, comparable data across imports.
  • Contact your administrator if the deconfliction template needs additional fields added.

When to Contact Your Administrator

Contact your system administrator if:

  • Import processes consistently fail without a clear cause.
  • You cannot access a datasource where records should have been imported.
  • Storage limits are preventing imports.
  • Records are stuck in a processing state and do not complete.
  • You need collaboration access to view records imported by another user.
  • You do not have module access to OWLimport.
  • Records need to be moved or deleted from an incorrect datasource.

Tip: Before importing, preview your source file to confirm the data is structured correctly, with a single header row and consistent column formatting. This prevents most mapping and blank attribute issues.