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Troubleshooting Internal Server Errors During Import

An internal server error during an import may occur when the import file contains formatting issues, unexpected values, or incomplete information. If you receive an internal server error while importing participant data, review the items below before attempting the import again.

Common Causes for Validation Errors

Check the Import Template and Data Dictionary

Confirm that the data in your import file matches the expected format listed in your study’s Data Dictionary.

Review the following:

  • Field names
  • Variable names
  • Custom Variable names
  • Answer options
  • Date formats
  • Required formatting for each field

Values should match the Data Dictionary exactly. Case sensitivity may matter, so confirm that spelling and capitalization are consistent with the expected values. For more details about the Data Dictionary in this article.

Review the File Size

Large import files may cause processing issues. If your file contains a large number of participant records, try splitting the import into smaller batches.

We recommend importing files with 500 participants or fewer at a time.

After splitting the file, upload and import each batch separately.

Review Contact Information

If you are importing participant contact details, confirm that each contact entry is complete.

Before importing, check that:

  • Each contact entry includes a contact type, such as Parent or Guardian.
  • Contact types are not listed without the related contact information, such as name, phone number, or email address.
  • Contact information is entered in the correct columns.
  • Blank or incomplete contact rows have been removed.

Incomplete contact information can prevent the import from processing successfully.

Try the Import Again

After reviewing and correcting the import file, save the updated file and try the import again.

If the error continues, contact EnrollNow Support at help@enrollnow.io for assistance. When reaching out, please include the import test file, the study name, and any relevant details about the error so our team can help investigate further. Reminder: Do NOT include  participant identifying information(PII or PHI) and only include test participants in the import file for investigation purposes.