Troubleshooting Data Sharing Import Errors

When you receive shared data from another organisation in OpenField Cloud, occasionally an import will fail or partially complete. This article explains the import error messages you might see, what each one means, and the steps to resolve it. The wording below matches what appears in the Cloud interface, so you can match the message you see to the right fix.

Where you will see import errors

Import errors surface in two places in Cloud.

• The Receiving table on a receiving connection shows a red Import error alert next to the date when a recent share job has failed or partially completed.
• The Import Status page (reached by clicking View details from the Receiving table) lists the affected athletes, each tagged Failed, Partial, or Success, with the error message and guidance shown beside the athlete row.

Network timeout during file transfer

The file transfer between the sharing organisation's account and your account did not complete in time. This is usually a transient issue and resolves on retry.

1. Open the Import Status page for the affected share.
2. Click Retry.
3. Wait for the import to complete and confirm the status changes to Success.

Raw data files are missing from the source account

The Activity exists in the sharing organisation's account, but the underlying raw device files needed to import the data are not present. The sharing organisation needs to make those files available before the import can succeed.

1. Contact the sharing organisation and ask them to perform a cloud archive of the Activity from Console. Cloud archive uploads any missing raw files from the docked device to their Cloud account.
2. Once they confirm the cloud archive has completed, open the Import Status page and click Retry import.

Data processing failed after files were copied

The files were transferred to your account successfully, but the processing step that turns raw files into reportable data failed. The data is in your account, it just has not been processed yet.

1. Open the Import Status page for the affected share.
2. Click Retry import to re-run the processing step.
3. If the retry also fails, contact Catapult Support and quote the share agreement and the affected Activity.

No athletes mapped to periods in the source data

The sharing organisation's Activity does not have any athletes mapped to Periods, so there is nothing to import. The sharing organisation needs to fix the source data before the share can succeed.

1. Contact the sharing organisation and ask them to check the athlete to Period mappings on the Activity in their account.
2. Once they confirm the mappings are in place, click Retry from the Import Status page.

Activity already exists in your account

The Activity in question has previously been imported to your account, so it has been skipped. No action is needed.

An unexpected error occurred during data sharing

The import failed for a reason that does not match any of the known error types. This usually means a service-side issue that needs investigation.

1. Take a screenshot of the Import Status page, including the error message and the affected athletes.
2. Contact Catapult Support. Include the screenshot, the name of the sharing organisation, and the date of the share job.

Multiple errors on the same share

If a single share job has more than one type of error across its athletes, the top of the Import Status page shows a summary alert instead of a single error message.

1. Read the summary alert to see how many athletes are affected.
2. Expand each athlete row to see the specific error and guidance for that athlete.
3. Resolve each error using the relevant section above. Some errors may need action from the sharing organisation while others can be retried on your side.

When to contact the sharing organisation

Some errors are only resolvable on the sharing organisation's side. Contact them when you see:

• Raw data files are missing from the source account
• No athletes mapped to periods in the source data

When to contact Catapult Support

Contact Catapult Support when you see:

• An unexpected error occurred during data sharing
• A network timeout that does not resolve after two or three retries
• A data processing failure that persists after a retry