Help please

[Андрей Новиченко]

Hello 👋 

can you help me please?

import backup failed 

you have no email no phone number

what a great service 

[Dario B]

Hello @Андрей Новиченко  and @biz ,

First of all please notice that:

• Cloud Free instances do not have access to standard support, only to the Atlassian Community (here). This is explicitly stated/documented in below pages:  
  • Confluence Cloud Pricing
  • Learn about Confluence Cloud plans
• The Atlassian Community is a public forum and it is perfectly normal that other users can try to help
• Insulting or being aggressive towards someone that is trying to help you is never a good practice

Once this has been said:

The attached file is a full Confluence backup and not a space export and therefore it is perfectly normal that it fails if you try to import it back using the space import functionality.

Indeed, in the export descriptor file I can see:

exportType=all

While, for space exports, it is supposed to be:

exportType=space

The documentation explaining how to export and import spaces is below: 

•  Export Content to Word, PDF, HTML and XML
•  Import a Confluence Space

While the documentation explaining how to export and import full site backups is:

• Create a site backup
• Importing a Confluence Site
• Migrate a Confluence Cloud site to an existing cloud site

However, please keep in mind that using the site export and import process will replace all content and users in your Confluence Cloud site, including:

• The content of all spaces exported from the other site.
• The users exported from the other site, including all administrators and non-administrators.
• The groups, and user memberships of those groups, exported from the other site.

I hope this clarifies.

Cheers,
Dario

[Nic Brough -Adaptavist-]

Email is a bad way to ask for help, and Atlassian take the much better option of having a set of Service Desks and issue trackers, which they guide you to the most appropriate one.  Start at https://support.atlassian.com/contact

Telephone support is hideously expensive compared with service desks, so only customers who are willing to pay a premium can use it. 

You'll need to provide a lot more information, whatever route you take.  "import backup failed" is not useful.  We need to know what the source is, the target, what type of export/import and what the error messages are.

[Nic Brough -Adaptavist-]

To try to answer both of your latest comments from today (I have removed all the unproductive stuff that gets us nowhere)

>How to say for you that you will understand me?
>Bro listen to me once again
>THERE IS NO ANY TEXT OF ERROR

You yourself have said the error is
>"An error occurred during import. See how to generate an error report"

What do you get when you follow the instructions on how to generate an error report?

>If you are not technical support why are you talking to me?
There is a clue in the name of the site we are on - Atlassian Community.   We're a community of people who use Atlassian Software.  We're here to talk about the software and the ecosystem, although most of our conversations are about helping others.  We are not support.  I'm talking to you because I'm trying to help.

>I dont have the time. We are speaking 1 month and all we have is
If you look at the times of postings, you'll see most of the passing time is in us waiting for you to answer the questions we have, and then asking for it again.

>Once again - here is backup
I don't have the time or energy to try to replicate a problem when there's no guarantee I'll get it, or that I can do anything more than follow the instructions on generating an error report which you could do for us faster and from the relevant data.

[biz]

Why are u speaking with me if you are not a support?

I need to have a talk with the man who can solve my problem
With the man who can read and understand what i am talking about

[Nic Brough -Adaptavist-]

Because I am trying to help.  I probably can solve your problem if you would give us the information we need, but we can't get far without it.

If you need support, please see the original answer on this question.  Bear in mind they will ask you the same questions that you are ignoring here.

[Nic Brough -Adaptavist-]

Have you tried reading "see how to generate an error report" yet?  What does that tell you?

And please stop being so rude, it's not going to get you much beyond a ban.

[biz]

I will write as much as need
Look and read 


When i try to load my backup there is information

"AN ERROR OCCURRED DURING IMPORT. SEE HOW TO GENERATE AN ERROR REPORT"

Do you understand it?

Can you understand it and dont write the same things?

[Nic Brough -Adaptavist-]

Please stop SHOUTING, it is hard to read and rude.

You need to tell us what errors you are getting.  In English or at least with text we can put into google translate.

[biz]

I AM TELLING THAT IN ERROR THERE IS NO WORDS ABOUT
"WHAT KIND OF ERROR IS THAT"

YOU HAVE SUCH A WONDERFULL SERVICE

[Nic Brough -Adaptavist-]

So, trying to help after that, what does the error report say when you follow the guide on how to generate the report?

[Nic Brough -Adaptavist-]

Everything you have written since my last comment is rude.

• You're SHOUTING at us
• You're not bothering to read any response
• You are refusing to answer any of the clarification questions I've asked
• You're not seeming to read anything I've said
• You're repeating stuff we've already told you gets us nowhere
• You're ignoring what we've said
• You're trying to threaten me rather than having a conversation

Please, if nothing else, could you read the last response properly.  It might help you understand why your ranting is misdirected.

[biz]

Listen to me dude. 
I dont want to speak with you i want to solve the problem of your service
If you are not technical support why are you talking to me?
I dont have the time. We are speaking 1 month and all we have is 
"what is you problem" 
If i see the problem i can solve it by myself
But the thing is that there is no TEXT OF THE MISTAKE 
Can you understand it?

I want you to switch me for support
They can reload my backup and everything will be alright
I am realy very tired with that problem

Once again - here is backup
https://www.dropbox.com/s/hzvmtsquhan93rd/Confluence-export.zip?dl=0

1. Source: Export from cloud - yes, thank you, you said that already.
2. Target: i importing documents and files - yes thank you
3. Type of import: You mentioned space import, thanks.
4. Error messages: "An error occurred during import. See how to generate an error report" and thats all i see there
   
   What i think about it? 
   If you are great service you can open my accout and try to reload backup
   It looks so interesting from your side
   Look please "You service gave an error" "Your customer 1 month speaking  with the man who are not the support" 
   

[biz]

How to say for you that you will understand me?
Bro listen to me once again

THERE IS NO ANY TEXT OF ERROR 

There is just the text "An error occurred during import" 
Thats it! How can give you the text of error? There is nothing there
If there were any text i wd deffinetly give it to you
I dont like to solve problems for 1 month

[biz]

OPEN SCREENSHOT!!!!!!!!!!!!

THE TEXT THERE IS!
"AN ERROR OCCURRED DURING IMPORT. SEE HOW TO GENERATE AN ERROR REPORT"



WHY ARE SPEAKING SO RUDE WITH ME???? DURING 2 WEEKS IF YOU ARE NOT SUPPORT AND IF YOU CAN HELP ME?????????????

[biz]

i write text but you dont read it

[Nic Brough -Adaptavist-]

Or you could just tell us what errors you are getting.

And we're not support.  Even if we were, we'd be asking you to tell us what the errors are.

[biz]

If you 're technical support, why don 't you open the file that I sent before with the backup file and download it. Then you will see a mistake and will surely be able to help us

[biz]

We try to import files
its very interesting question.. 
How i can explain it?
Import files that contain intractions about work in our company

About the error 
"An error occurred during import. See how to generate an error report"

[Nic Brough -Adaptavist-]

By the way, your profile only shows your activity here, it does not expose anything about any of your other Atlassian systems.

[Nic Brough -Adaptavist-]

Yes, please, I could do with answers to the questions I have asked.

1. Source: Export from cloud - yes, thank you, you said that already.
2. Target: You have still not said what you are importing into
3. Type of import: You mentioned space import, thanks.
4. Error messages: you'll need to explain what errors you are seeing.  I appreciate that you already gave us a screenshot, but it's in a language I can't speak, and in a format I can't run through a translator, so you'll need to translate it for me or run it through a translator.

Please note that I have no access to your systems, I'm not your admin or system owner.

[biz]

Why ask questions if you can go to my profile and see the whole story and all the important points
I used cloud
I did export space
Now i need to load my backup and did import

Is that so difficult?

[biz]

1. CLOUD

2. TARGET WHAT IS IT???????

3. IMPORT

4. SPACES

[biz]

Just some hell
Not only does the error issue without a signature even
It is simply specified "Mistake"
What kind of mistake is that?
Plus, the prank manager jokes with me
I will arrange to you

[biz]

I 've been running for almost a year on your harbour service
And then suddenly everything is gone
I download the baсkup space and I am given a mistake
And I discount even a photo of a mistake
How do you even work? 
Maybe it makes sense to look at what I 'm discounting?

[biz]

It looks like some kind of bullying
I write 100 times about it and you instead of answering human like that unfold write me banal standard phrases
What kind of harbour service is this?

[biz]

I HAVE AN ACCOUNT
YOU CAN OPEN YOUR EYES AND LOOK WHAT I WRITE
----------------------------

1. CLOUD

2. TARGET WHAT IS IT???????

3. IMPORT

4. SPACES

I have an account
You can easily look what i did in it and check
Why do you say one by one the same text??? 
You getting fun or what??

Is that good service??
I need another manager

[Nic Brough -Adaptavist-]

What is the source Confluence? Cloud, Server or DC? Same for target? And what are you exporting and importing - a full backup or spaces?

I'm afraid I can't read Cyrillic languages, and I can't paste the text into a translator. Could you give us the plain text of the error or translate it for us?

[biz]

What is the target? 
Can i get an example?

Our targer is to reload broken cloud of information

[Nic Brough -Adaptavist-]

Please, I can't work with only half the answers