Failed Jira import - How to reset?

[fabien-ruffin]

Hi there,

I have tried to restore a backup from a jira cloud instance to another Jira cloud instance. The import failed at the step of importing users and I am now presented with the following message:

"An error occured during the import process.

Import again with a different backup file or get in touch with our support team. Include the steps you followed, along with any unique characteristics of your Jira setup.

• Jira is locked for import but no import could be found. This is likely to be a temporary issue and should clear up within one minute. If you continue to see this error, please contact support."

My new Jira instance is not pretty much bricked. Is there a way to reset it so I can try another way of moving my data around? (importing again doesn't solve the problem)

Thanks

[Dirk Ronsmans · Accepted solution]

I'm afraid that only Atlassian will be able to fix this if you don't have any other backup available that works and your instance is locked up.

i'll see if I can loop them in on this as you are on a Free plan you will not be able to raise a support ticket.

Or! You can try it throug your billing options it seems:

https://confluence.atlassian.com/cloudkb/reset-and-delete-all-data-from-your-cloud-site-691012037.html

[fabien-ruffin]

Thanks Dirk!

Yes, we are on the free plan for this one as this was a sandbox to test a migration.

I have gone ahead and followed your suggestion to go through the billing options, but it looks like this could take a month to reset (the article seems somewhat out of date).

When running the import again, I have noticed that it crashes when importing users. I'm not sure if this is because I have more users in the backup than what is allowed with the free plan or if this was an issue with the data itself.

Anyway, I ended up editing the "entities.xml" file from the export to remove all the user-related entities and managed to import successfully. This has probably broken the data somehow, but that's ok as I was just trying to get back in to delete everything anyway.