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.
Thank you for reaching out. My name is Petterson and I'm a Community support engineer at Atlassian.
Per your description, I understand that you are trying to migrate Jira Server to Cloud, selecting the option to merge with existing Cloud users, however, the migration client is returning an error. Is that correct?
In fact, there are several bugs and conditions that could be the root cause of your issue. That being said, please provide us with the information below:
We will be waiting for this information to further help you.
Hi Petter, thanks for following up.
I have one user in Atlassian Cloud (myself) and I am also a user in the Server, although using a different email address.
I am not using Active Directory.
I have just tried importing the ZIP file again, with the following results:
- The first stage of the import finishes with the message "We've checked your file for issues, and everything looks good.
- When I then select Run Import, it goes to the Running Import page, where the progress bar gets to around 70%
It then goes to a screen saying "Problems with your import"
The following error message is shown:
An error occured during the import process.
The different stage results are:
SUCCESS Processing your Jira backup
SUCCESS Processing your Jira and plugin data
SUCCESS Updating the database
SUCCESS Importing attachments and avatars
FAILED Synchronizing users and groups
NOT_STARTED Activating Jira
There are a LOT of warnings in the browser console.
The only error shown there is a 404 response to the following api call: (I have removed the actual params)
Thank you very much for all the details provided.
Analyzing your error logs, I believe you might be facing the known bug reported below:
The bug above happens when a non-admin default group is added with the "Administer Jira" global permission. In order to confirm if that's the case, you can try one of the options below:
1 - Remove the non-admin groups from the Administer jira permission in Jira Server and generate a new backup file:
2 - Edit the current backup file:
<GlobalPermissionEntry id="10201" permission="ADMINISTER" group_id="jira-software-users"/>
Let us know if that approach works for you.
Thank you for the feedback, @OriginalBigBri
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:
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:
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.
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:
We compiled some checks and verifications you can try before attempting a new import. We hope that helps.
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