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Unable to access the Jira

I'm getting following message after trying to import existing Jira project.



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.

Is there a way to resolve this issue?

1 answer

1 vote

Hello Vinodh,

Welcome to Atlassian Community!

I see that you are a site admin for three Cloud sites. One is a Standard Jira Software and the other ones a Free site.

On the logs, I was able to find "Error occurred while importing users" and the error is related to "LicenceExceededException".

With that said, the Free Software site only has 10 available licenses and if you are importing more than 10 licensed users, it will fail.

As a test, you can edit the entities.xml file or remove the users from the groups that give a license to Jira Software.

If you prefer to edit the XML file, you need to find the users. It looks like this:

<User id="10131" directoryId="1" userName="testatlassian" lowerUserName="testatlassian" active="1" createdDate="2018-06-12 14:50:47.676" updatedDate="2019-08-30 16:12:16.303" displayName="" lowerDisplayName="" emailAddress="" lowerEmailAddress="" credential="nopass" deletedExternally="0" externalId="5b1fdccad519ce11b5e1df18" localServiceDeskUser="0"/>

In this case, on active="1" you need to change to 0, so the user will be imported as inactive.

The other option will require a new backup, but before you need to remove the group from the users' profile.

On the original site, go to Administration > Product access and confirm what groups give access to Jira Software. The groups will have a tag called "Default access group". After that, click on … next to the group:

Screenshot 2020-01-29_11-38-31-932.png

On the next page, click on "Remove" for all users, except you. Doing this, the users won't have a license anymore, so when importing the new backup to the new site, that error should not appear again.

After removing the users from the groups, please create a new backup and import it to the new site again.

If you face any other error, feel free to send us a screenshot and also, for more details, you can check the Developer tools on your browser. Sometimes it shows some errors that can help us identify what is causing the issue.


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