Users Not Importing via CSV in SmarterMail

Problem reported by Pusparaj Raut - 2/14/2025 at 2:21 AM

Resolved

Hi,

We are currently using SmarterMail Build 9155 and have encountered an issue when attempting to import users via CSV as a domain administrator. The import process completes without errors, but the users are not imported into the domain.

Steps to Reproduce:

Log in as domain admin.
Navigate to Domain Settings → Accounts → Import Users.
Upload a properly formatted CSV file (matching the required format).
Click Import.
No errors appear, but the users do not show up in the Users list.

Expected Behavior:

Users should be successfully added to the domain.

Actual Behavior:

No users appear after the import, and no error messages are shown.

Has anyone else encountered this issue? Any suggestions or workarounds would be appreciated!

8 Replies

Reply to Thread

Dylan Kwan Replied

2/18/2025 at 4:31 PM

Employee Post

Hello,

Thank you for those details, I was able to replicate this locally and will escalate this issue up to development for them to further review.

Dylan Kwan IT Support and Systems Administrator SmarterTools Inc. www.smartertools.com

Dylan Kwan Replied

2/24/2025 at 10:24 AM

Employee Post

Hello,

Development was unable to replicate this issue. If you are still seeing this issue I suggest opening a ticket with our support team so they can get more details and try to find why the CSV is not importing correctly.

Dylan Kwan IT Support and Systems Administrator SmarterTools Inc. www.smartertools.com

Jay Dubb Replied

2/26/2025 at 9:27 AM

@Dylan Kwan wrote: "I was able to replicate this locally and will escalate..."

Not trying to be snarky or rude, so don't misunderstand my tone, but I am curious. If you (as an ST employee) were able to replicate the same issue in your own environment, couldn't that be used by the dev team for further investigation?

Dylan Kwan Replied

2/26/2025 at 10:13 AM

Employee Post

The test I did had a corrupt CSV, so when I tried importing it in, nothing appeared for me. Development took a look at my CSV and saw it was corrupt, so I did another test with a good CSV and was successful with that test. So my thoughts are that the CSV that they are using could have some corruption like mine but would need to be looked at further in depth to see what the root cause of the failed import is. Hope this helped answer your question.

Dylan Kwan IT Support and Systems Administrator SmarterTools Inc. www.smartertools.com

Tony Scholz Replied

2/26/2025 at 10:43 AM

Employee Post

Hello Pusparaj Raut,

When I test with my CSV file it is working as expected. Here are the headers for my CSV

username,displayas,authtype,title,firstname,middlename,lastname,suffix,im,homepage,birthday,homephone,workphone,mobilephone,pager,homefax,workfax,homeaddress,homecity,homestate,homezip,homecountry,company,jobtitle,department,office,workaddress,workcity,workstate,workzip,workcountry,diskspace,status,lastlogin,recoveryemail

and three (3) example entries.

admin,admin,Password,,,,,,,,,,,,,,,,,,,,,,,,,,,,,0 MB,Enabled,,
Al,Al@domain.tld,Password,Ms.,AL,K,Price,IV,,,,,,,,,,9152 E Main St,Lewiston,ME,64810,The American Republic,Bornweird Inc.,Worker,Billing,,1045 S Maple Ave,Machias,ME,17603,The American Republic,0 MB,Enabled,,
Andrew,Andrew@domain.tld,Password,Ms.,ANDREW,G,Stewart,Ph.D. (Doctor of Philosophy),,,,,,,,,,8344 W Broadway,Sandy Springs,GA,77997,U.S.,Other LLC,Peeon,Escalations,,1671 W Oak St,Athens,GA,37168,U.S.,0 MB,Enabled,,

What I did was to export the users from a domain in SmarterMail, create a new domain, and then import the CSV.

Users.csv

Can you provide an example of what your CSV header and format are like?

Tony Scholz System/Network Administrator SmarterTools Inc. www.smartertools.com