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Problems with your import

Tried importing data from our old server install, but it failed due to users. Removed the additional users to make sure we don't exceed license limits, but still can't get back onto the system. Get the following message anywhere I try to go:


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.

1 answer

1 accepted

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Answer accepted

Hello Tom,

Thank you for reaching out to Atlassian Community!

Checking the logs related to the import, I can see that it failed due to the “Licensed exceed”. 

cloud.atlassian.logmon.laas.api.PrivacySafeException: Privacy-safe boxing of a com.atlassian.jira.bc.dataimport.identity.UsersImportService$WrappingCrowdException
at com.atlassian.jira.bc.dataimport.identity.UsersImportService.transferUsersAndMembershipsToCrowd(
at com.atlassian.jira.bc.dataimport.identity.UsersImportService.lambda$transferUsersAndMembershipsToCrowdWithLock$1(
Caused by: cloud.atlassian.logmon.laas.api.PrivacySafeException: Privacy-safe boxing of a com.atlassian.idp.client.exceptions.LicenceExceededException
at com.atlassian.idp.client.IdentityPlatformClientImpl.mapStatusCodeException(
at com.atlassian.idp.client.IdentityPlatformClientImpl.mapInputStream(
at com.atlassian.idp.client.IdentityPlatformClientImpl.makeRequestWithEntityBody(
at com.atlassian.idp.client.IdentityPlatformClientImpl.importUser(
at com.atlassian.idp.client.PermsAwareIdentityPlatformClientImpl.importUser(
at com.atlassian.jira.bc.dataimport.identity.DefaultIdpSafeOperations.lambda$importUserReturningExisting$11(
at com.atlassian.jira.util.retry.Retryer$
at com.atlassian.jira.bc.dataimport.identity.DefaultIdpSafeOperations.withRetry(
... 31 more

Have you set all other users as inactive? It’s important to let only your account and the sysadmin account as active when importing. 

You can disable them directly in the entities.xml file instead of creating a new backup.

On the entities.xml, users will show as the example below:

<User id="12345" directoryId="1" userName="user" lowerUserName="user" active="1" createdDate="2018-12-13 19:41:47.381" updatedDate="2018-12-14 19:41:45.769" firstName="User" lowerFirstName="user" lastName="User" lowerLastName="user" displayName="User" lowerDisplayName="user" emailAddress="" lowerEmailAddress="" credential="nopass" deletedExternally="0" externalId="123456:a78901b2-c34d-56e7-f8g9-0h1i2j345k67" localServiceDeskUser="0"/>

You can change from “1” to "0" on "active", so their account will be imported, but as inactive.

After changing the information, save the file and zip it again to import to Cloud.

Kind regards,

Thanks very much Angelica, this has resolved the problem.

Like Angélica Luz likes this

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