Frequent File Issues – Why Won’t My File Import?

When a file fails to import into Keypas, there is usually an issue with the file format, name or content.

For many issues, Keypas will alert you to the problem of the file before import. However, sometimes you may receive a more generic 'Pre Import File Failure' or 'There was a problem with the import' error.

You should check some things before sending the file to the Nexus Help Desk. We strongly recommend downloading a text editor, such as Notepad ++, as this will be key in identifying many issues within the file.

XML Files

• Compare the file against one that does import successfully. Does the structure look the same? Are all the tags present? 
• Ensure the file name does not contain any trailing spaces. These are hard to spot, but if you edit the file name and notice a space where it shouldn't be, remove it.
• Does the file contain results data? It will fail if the file only contains names and addresses and has no results.
• Search the file for 'illegal' characters. Quick steps for this process can be found here https://www.ncer.org/Forum.aspx?g=posts&t=5136
• Make sure the version number is up to date. Compare to a file imported successfully to check which is the correct one.
• The Academic Year tag must be the start year of the academic year (e.g. for 21/22, the value should be 2021)
• The Result Year tag must be the calendar year the test was taken
• Ensure the filename matches the naming conventions specified on the import page for that particular import.
• If the import error relates to a specific tag, check the file and ensure there aren't any tags missing. This includes blank tags, but the tag itself may not be present (a successfully imported file for comparison)

CSV Files

• Check that data in the columns is in the expected format. E.g. no text in the DOB column. You can do this quickly by using the Filter option in Excel.
• You can use the conditional formatting options in Excel to check for duplicate values. If a pupil is in the same file twice, this will cause issues.
• Check the UPN column to ensure that all UPNs are 13 characters in length.
• Ensure the filename matches the naming conventions specified on the import page for that particular import.

When you have located the problem, either correct it, or request a replacement file from the school.

If you have tried all the above steps and are still unable to identify the cause of the issue, please use the contact form located here and send the file to our Support Team. We will investigate the cause of the issue.