- In this article we discuss how to troubleshoot the validation message “Internal Service Error”
- We are importing multiple Job Info records, but ALL rows return the validation error message of “Internal system error encountered while importing record”. What does this error mean and how can we correct the import file so it returns a correct validation message?
- Employee Central
- The error “Internal system error encountered while importing record” is usually received when either there is a data issue with a user that is included in the import file, the existing data in a field in the system for the user is incorrect and returning no valid validation message, or several other causes.
- The first thing to do is to verify the data you are importing.
- Double check that the import file is not the cause -:
The first step in diagnosing this issue is to split the file up into smaller import files, and trying to validate those to see if you can identify the row(s) that are causing the issue. This is sometimes down to fields such as the start-date of the new record having an invalid date value (such as 01/01/9999).
- Remove all but 1 row of data from the import file and validate the import file. Do you get the same error or does the row validate without error?
- If the row does not import, try the same again but select a different row to import and see if you get the same error.
- If you get no error after validating step 2, then likely the data in the 1st record you tried to import has an issue (either in the row in the import file or in the users data that already exists in the system). Check the import row and the data in the system for this user and try the import again.
- Note that if you are importing large volumes of data (100 rows+) then you will want to try test 1 and 2 but with more rows until you can identify which row(s) are causing the error. So, try importing 10% of the file (if 100 rows, then just try 10 to start with) and see what validation message comes back from the import tool. If you still get errors with that 10% you tried, then split the file up into smaller files and try again. The idea being you keep trying this until you can at the very least, identify rows that DO pass import validation. You can then use this to check rows that do not pass validation, to help you identify where the issue may be.
- Then if you are still unable to isolate the erroneous row(s), then raise a support case with Customer Success to help further diagnose the issue.
- Import Template issues -:
This issue could also be related to import template, maybe it is out of date or you had a Data Model change recently (adding an extra field to the template). In which case you should try to download a fresh import template (in this case, Job History) via Admin Tools > Import Employee Data > Download link, and verify that the columns in the import template match those in your import file.
This issue can also be caused by a Job Scheduler issue. The only thing you can do in this scenario is waiting until the following day to verify whether the import issue still exists or not. Customer Success can help verify whether there are any issues with the import service.
- Existing Employee Data issues -:
Sometimes the existing data for a user can prevent further rows from being import. This could be that the current record for the employee has an invalid End Date set against it (all current effective dated records should have an end-date of 31/12/9999). This can prevent the data from being imported, and can cause the titled validation error message. You can validate data (such as end-date) by running an Ad Hoc report - Person & Employment Export report, to be able to easily review the users data.
- Raising a Support Case -:
A lot of import issues can be resolved without the need to raise a case with Customer Success, and we urge you to attempt some import troubleshooting as described above before you raise the issue on a support ticket. If you are unable to identify the reason why the import/validation is failing, and have attempted to diagnose the issue as described above, then please raise the issue to Customer Success to conduct further investigation, and please be sure to provide the Import file you are having difficulty importing, alone with the user account you are using to import the file.
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