Data Upload Troubleshooting: Common Issues and Solutions

Resolve common technical issues, understand upload types, and get your data into Ninety successfully

Written by Tommy Mains

Updated at August 22nd, 2025

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Table of Contents

Common Technical Issues Data Upload Services When to Contact Support

Are you having trouble with data uploads or imports? This guide covers the most common issues and solutions to help you successfully import your data into Ninety.

 

Common Technical Issues

Review the following common technical issues and the solutions our support team has identified.

Issues Bulk Upload Problems

Problem: Blank screen appears when clicking "Review" during Issues bulk upload, or the upload process fails to complete.

Solutions:

  1. Clear your browser cache and cookies specifically for Ninety, then log back in.
  2. Update your Chrome browser to the latest version.
  3. Log out completely from Ninety and restart your browser.
  4. Try using an incognito/private browsing window.

Alternative: If the issue persists, contact our Support team. We can manually upload your Issues data - just provide your CSV file, target team name, and assignee information.

 
 

CSV User Import Email Requirements

Problem: CSV user import fails because inactive users don't have email addresses, or the system requires emails when you don't want to send invitations.

Why This Happens: The CSV import tool automatically sends invitations to all imported users, which requires email addresses.

Solutions:

  • For inactive users without emails: Manually add them one by one through Directory > Add User, selecting "Inactive" status.
  • For bulk inactive users: Contact Support for manual assistance - we can add them without email requirements.
  • To avoid automatic invitations: Use manual user addition instead of CSV import.
 
 

File Upload Issues

Problem: Files won't upload, appear corrupted, or show error messages during upload.

Common Causes and Fixes:

  • File size too large: Break large files into smaller sections or contact Support for assistance.
  • Unsupported file format: Convert to Excel, PDF, or CSV format.
  • Browser compatibility: Try using Chrome or clearing your browser cache.
  • Mobile device images (HEIC files): Convert to JPG or PNG before uploading.

Supported File Types:

  • Excel files (.xlsx, .xls).
  • PDF documents.
  • CSV files.
  • Standard image formats (JPG, PNG).
  • Word documents (.docx, .doc).
 
 

Knowledge Portal Upload Problems

Problem: Word documents or other files won't upload to Knowledge Portal topics.

Solutions:

  1. Try using the drag-and-drop method instead of browsing for files.
  2. Clear browser cache and try again.
  3. Ensure your file is under the size limit.
  4. Use a different browser if the issue persists.

Note: This is a known browser-specific issue our development team is working to resolve.

 
 

 

Data Upload Services

Learn more about our data upload services here.

 

When to Contact Support

Our support team is always ready to help make Ninety work for your company. When you're uploading data onto Ninety, you may need to contact support when:

  • Technical issues persist after troubleshooting.
  • You have large volumes of data (100+ items).
  • Platform export isn't working.
  • You need urgent timeline assistance.
  • Self-service tools don't support file formats.

 

While working with our support team, keep the following information in mind:

  1. Provide a clear description of what you're trying to upload.
  2. Target destination (teams, tools, specific locations).
  3. Timeline requirements and any urgent deadlines.
  4. All relevant files are attached or shared with proper access.
  5. Previous platform information if migrating from another platform.
  6. Specific error messages or technical issues encountered.
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