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Hello 👋 

can you help me please?

import backup failed 

you have no email no phone number

what a great service 



32 answers

4 votes

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:  
  • 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:



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




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


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


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.



2 votes

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

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.

1 vote

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

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.

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

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.

Like # people like this

Hello sir

Some time before we saved the backup and now we cant reload it (((
We did import and get such an error ..

Backup is here

Please help us because we spent so much time doing that (((

Thanks a lot
We appreciate that

0 votes

If you want help with this, you'll have to explain what is wrong.  Please read the last paragraph of my original answer.

My english is not good thats why i try to explain as i can..
what is wrong? 

1. we did backup

2. now we load it and 

Its written here that "Error while importing file. Please look at our management
2020-05-11 17.54.18.jpg

At last paragraph u told that i have to say what is wrong.
"what the source is, the target, what type of export/import and what the error messages are"
source - confluence
what kind of error here is no any words just saying that "while you doing import there is an error. look at our managment" 

Here is backup

Can you try to load it?
and you will see thats its impossible

We worked several month to collect all information((( 
Did backup to save 
And now ... 
Please help us 

0 votes

I said "We need to know what the source is, the target, what type of export/import" 

I am sorry, that was not clear.  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?

import spaces

0 votes

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

What is the target? 
Can i get an example?

Our targer is to reload broken cloud of information

0 votes

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?







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

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?

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?

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





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?

0 votes

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.

0 votes

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

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"

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

0 votes

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.

i write text but you dont read it

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