Why is my AlertFind CSV Roster file upload failing?

File type

Alertfind requires your roster file to be a CSV flat file, compressed into zip format. Non-compressed CSV files will fail to upload, with messages like the below for example:


It is required that the CSV file has exactly the same name indicated by your COM for the initial load. It is also case sensitive. The naming convention usually follows the standard format of the first letter of your organization short name (or names) in caps, and the rest of the name in lowercase, and having the suffix โ€œ_AF.csvโ€. As for example, Super Data Inc., would name it: SuperData_AF.csv while ACME Ltd. would name it Acme_AF.csv respectively. In these cases superdata_af.csv and ACME_AF.csv would fail for example. But the COM can always confirm to you what was the filename set for your import.

Once the CSV file has the exact correct name, the zip file should have exactly the same name, just with a different extension, since it is a zip format. So SuperData_AF.csv for example would be zipped into SuperData_AF.zip

An easy way to do this in windows for example is simply click with right button an choose the option Send to > Compressed (zipped) folder and it will create a zip file in the same folder with the correct same name:

File Structure Layout

Once your initial CSV roster file has been mapped in the import, any changes in the layout of the file will cause it to fail. If you rename a column header, if you add columns, if you delete columns, or if you do any other change to the initial layout, you need to send a csv file with the new format to your COM, and our technical team will update the import mapping to work with the new file layout. It usually takes no more than two business days to be updated, so we ask you to send the file at least two business days before you need the change in place.

To avoid unintentional layout changes to cause upload failures, the best practice is always use the copy of your initial original roster file which can be provided by your COM, and do all data changes in that file, so you do not have any layout changes.

CSV Encoding type

There are many CSV file editors in the market, and they might save the CSV file in different character encoding types. The only type supported by Alertfind is UTF-8. So if your file uses a different encoding, it might not be visible, but the file will fail. There are free tools such as NotePad++ which easily show you and allow you to change the encoding type with just one click, as per the example below:

Special Characters

No special characters, such as the ones in the red rectangle are supported in the CSV file:

So please make sure names do not have special characters such as in Frรฉdderich, Muรฑoz, and so on.

Numbers with scientific notation

Usually when editing sheets in excel, depending on the cell formatting, it formats long numbers such as phone number, into scientific notation, and you will notice this behavior below, where the number 762540872356 is showing as 7.62541E+11:

If you save it as a CSV, it might save the CSV with the invalid value of 7.62541E+11, so what you need to do is format the cell like a custom number. 

Right click > Format Cell > Category: Custom > Type: 0, as in the example below:

And the result will be this:

Non-comma separator

Please make sure your CSV editor really uses comma as the separator. Since in multiple languages and formats, CSV files are also separated by the symbols ; and |.

Mass deletion threshold

We strongly suggest you receive the results of the import processing so that you are aware of any issues in case they happen. You just need to fill in your email when uploading a file for testing, or for committing into production, in the below field of the import popup screen:

One of the most common issues is when your file will make updates, such as the result would be the deletion of more than 50% of the data in a given field/columns. For security reasons we have a threshold trigger in place which prevents that from happening to avoid accidental data loss, if you leave a column blank for example. 

You would see a message like the below for example, if you try to upload a file  which would delete for example more than 50% of the broadcast groups (data in custom columns), or of phone fields, or even users count:

If you are intentionally trying to update it in such a way the result will really be more than 50% of the data being deleted, you will have to put a ticket to support, attaching the Roster file, so they can force it to be loaded. The next step shows you how to open tickets to our support team.

Other issues - Support Tickets

In case you are having issues with manually uploading files, and you have made all checks above, you will need to have a ticket opened to support so they can check what might be happening. You can open support tickets at https://support.aurea.com/, and in case you never registered, please click on "Register as a Support Portal User" so that the support team sends your credentials so you are able to put tickets.