Open the CSV file in Microsoft Excel.
Last updated on
Dec 16, 2024
Resolve the upload and processing errors that can occur when you add, edit, or remove users in bulk with a CSV file in the Adobe Admin Console.
When you add, edit, or remove users in bulk using a CSV file, the upload may fail, or individual rows may fail during processing. Use this article to resolve those errors.
To prepare your CSV file and review the field requirements, see Manage users in bulk. To check the status of an operation, see View bulk operation results
Upload errors
Sometimes, the file upload fails if certain conditions are not met.
Cause: The file isn't in CSV format, a required column header such as Email is invalid or missing, or a required column is missing.
Resolution: Use the .csv format and ensure column headers and values are valid. For the field names and format, see the CSV file format table in Manage users in bulk. To fix data formatting in Excel:
Select any column that contains data.
Go to the Data tab and click Text to Columns.
In the dialog box, select Next until the Next button is disabled and Finish is enabled.
Select Finish, and then save and close the file.
Upload the updated CSV file to the Admin Console.
Cause: Required column headers, such as Email, are present, but the corresponding row values are missing.
Resolution: Enter the corresponding values for each row.
A processing error occurs if the system cannot process rows of data in the uploaded file. To view the details, see View bulk operation results.
Cause: A gateway timeout occurred. The status column shows INTERNAL_SERVER_ERROR.
Resolution: Try the upload again later.
Cause: You uploaded existing users again without making any changes. The status column shows User already added.
Resolution: Remove the rows that contain existing users before you upload.
Cause: The directory is associated with Azure Sync or Google Sync, so users are managed on the identity provider side.
Resolution: Edit and manage the data on the identity provider portal and let the changes propagate through sync. Avoid manually changing data in the Admin Console unless necessary.
Cause: For Enterprise ID or Federated ID users, the Domain column, email domain, or user name domain isn't valid, which means the domain isn't claimed or trusted by your organization.
Resolution: Enter a valid domain name, email address, and user name based on the identity type.
Cause: Your organization does not own the domain you are adding the user to.
Resolution: Claim the domain and verify its ownership, or if another organization owns it, request trustee access to the domain.
Cause: For Enterprise ID or Federated ID users, the Country Code header, its values, or both are missing.
Resolution: Add the Country Code column header and valid two-letter values.
Cause: The Username in the CSV file does not match any user in the organization. This occurs during operations on existing users.
Resolution: Confirm that the Username in the CSV matches an existing user in the Admin Console.
Cause: During a switch of user identity, the user name matches but the email does not match the email in the directory.
Resolution: Make sure the email matches the domain defined for the directory in the Admin Console.
Cause: The identity type in the CSV does not match your organization's current setup. If your organization moved to Business ID, an Adobe ID value causes this error. If it has not, a Business ID value causes it. The error also occurs if your organization uses the Enterprise Storage model and you enter an Adobe ID, including when adding an Adobe ID to a user group.
Resolution: Use the identity type that matches your organization. If your organization uses Business ID, choose Business ID, Enterprise ID, or Federated ID. Otherwise, choose Adobe ID, Enterprise ID, or Federated ID. For organizations on the Enterprise Storage model, choose Enterprise ID or Federated ID.
Still need help
If you still cannot upload users, contact Adobe Customer Care.
