Jira migration fails server to cloud fails Synchronizing users and groups

Question

I'm trying to migrate from Jira Server to Jira Cloud but every time, I get FAILED on "Synchronizing users and groups".

It suggests importing again (fails every time) or contacting support, which I need a paid account to do, which I don't want to do at the moment, as I have a team of 2.

I can see a bug report MIG-147 which says there is no workaround but the support team can help resolve it. The bug is closed with a resolution of "Fixed", but I don't know whether this really means fixed or "won't fix".

Has anyone had this issue, and managed to resolve it on their own ?

Just FYI, I selected the option "merge with existing cloud users" and I only have one cloud user (me) and my username and email are different to the ones on the server I'm trying to migrate from. I only have 1 user in the cloud instance, and 7 in the server.

Fábio Wanderer _Atlassian_ · Answer

Dear Community,

In case you run into this error message while performing a site import in the Jira cloud, please refer to the following KB for additional guidance:

* Resolve user and groups synchronization error

We compiled some checks and verifications you can try before attempting a new import. We hope that helps.

Best,

Fábio

Petter Gonçalves · Answer

Thank you for the feedback, @Brian Price

Checking a little further in your site logs, I suspect you have a deleted user in Cloud with the same ID as one of the users you are trying to import in. That behavior would trigger the bug below:

Jira Site Import Failed with Duplicate email address, When Using Merge Users option

Anyway, we will require more investigation and access to the application database to better understand its root cause and properly fix it, so I created the following support ticket so our internal support team can contact you and properly request access to your site data:

https://getsupport.atlassian.com/browse/MOVE-15098

P.S: I linked this Community question in the ticket so the migration team can check what steps we did until now.

Let us know when they reach back to you about this case.

Brian Price · Answer

Hi,

There is only one group (jira-administrators) with "Jira Administrators" and "Jira System Administrator" permissions. In the entities.xml file, there is just this:

Brian