Import Troubleshooting

When an import doesn’t go as expected, TrackEd has built-in tools to help you work out what went wrong. Error messages appear directly on the Import page with colour-coded indicators, and most problems can be fixed by checking a few common things before contacting support.

This article covers the most common import errors, how to read validation messages, where to find diagnostic tools like the Import Helper and Import Log, and how to clean up incorrect data using the Utilities page. For a general overview of how imports work, see Getting Data into TrackEd.

In this article

Quick Start Guide

A quick reference for what to do when an import fails. For a full explanation of diagnostic tools and settings, see the Training Video and Deep Dive below.

1. Go to the Import page in TrackEd
2. Look at the import queue for any coloured “More Info” buttons next to failed imports
3. An orange button indicates a warning. Click it to view the warning text.
4. A pink button indicates a header validation error or an error code. Click it to view the details.
5. For a validation error, click the “What went wrong” option to see suggested fixes
6. Check that the correct file was downloaded from the source system (e.g. OneSchool)
7. Confirm that the correct import type was selected in TrackEd
8. Close TrackEd, reopen it, and try the import again with a freshly downloaded file
9. If the error persists, check that TrackEd is running the latest version by comparing your version to the release notes
10. For error codes or other issues, click the blue “Import Helper” button in the bottom-right corner of the Import page
11. Save the generated report and email it to support@trackedapp.com.au
12. If sending any files to support, de-identify them before sending

Training Video

• 0:01 Header Validation Errors: What happens when the wrong file is dropped onto an import, and how to check for common mistakes.
• 0:34 Common Causes of Validation Failures: Why opening a Student Summary file in Excel causes errors, and why some QCAA files need to be opened first.
• 1:01 When Source Systems Change File Formats: How to spot column heading differences and what to send to the TrackEd support team.
• 1:38 Understanding the Error Details Page: Reading the expected vs imported header comparison, including the row count indicator.
• 1:55 Using the Import Helper: Generating a detailed diagnostic report for error codes using the blue Import Helper button.
• 2:14 Reviewing the Import Log: Finding the Import Log in Settings, exporting it as an Excel file, and sending it to support.
• 3:22 Resetting a Stuck Import Queue: What to do when an import sits on purple for hours with no progress.

Deep Dive

A closer look at import-related settings, what each option does, and the full range of cleanup utilities available when data needs to be corrected.

• 0:02 Import Settings Overview: Where to find import settings on the Settings page and the recommended defaults.
• 0:43 Server Processing and Timeout Troubleshooting: How “Send imports to server” works and when to turn it off temporarily.
• 1:27 Student Data Import Options: DSL import management, absence and behaviour total updates, and reducing Student Summary dependency.
• 3:18 Preferred Names Configuration: The two approaches to handling preferred vs legal names during imports.
• 4:15 Ignore Lists and Roll Class Omissions: Timetable, GPA, QCE, and roll class ignore lists for filtering imported data.
• 5:40 Attendance Settings and Rollover Month: Attendance calculation settings and the absence/behaviour rollover month for start of year.
• 6:58 Reset Import Queue and Revise Headers: Clearing stuck imports and updating expected headers for spelling changes only.
• 7:59 Data Cleanup Utilities: Results, attendance, tags, photos, and senior schooling cleanup options.

Detailed Guide

Reading Error Messages

When an import fails, a coloured “More Info” button appears next to it in the import queue. Orange buttons are warnings, which you can review and forward to support if needed. Pink buttons indicate either a header validation error or an error code from the import process.

For validation errors, click the “What went wrong” option on the error page. It gives you a short checklist of things to try before contacting support. For error codes, the Import Helper (covered below) is the best way to get detailed diagnostic information.

Header Validation Errors

Header validation errors are the most common import problem. They occur when the column headings in your file don’t match what TrackEd expects. The error page shows the expected header alongside the imported header so you can compare them directly. It also shows how many rows should appear above the data set, which helps diagnose files with extra rows.

The most frequent cause is opening the import file in Excel before importing. Student Summary files must be dragged directly from your browser download into TrackEd without being opened first. Download a fresh copy and try again. However, some QCAA files do need to be opened and saved in Excel before importing, so always follow the on-screen instructions for each import type.

Occasionally, the source system (e.g. OneSchool or QCAA) changes column headings or file structure. When this happens, the expected header will differ slightly from the imported header. Screenshot the error page and send it to support@trackedapp.com.au so the team can identify exactly which columns have changed. Check the Latest Import Changes article for known format changes.

The Import Helper

For error codes or less obvious issues, click the blue “Import Helper” button in the bottom-right corner of the Import page. This generates a detailed report with logging information about what went wrong. Save the report and email it to the support team. It provides significantly more detail than a screenshot alone.

The Import Log

The Import Log (found in Settings) shows every import that has been run, including when it was processed and who ran it. A pink “Save an Excel file of log for support” button lets you export the full log. Set a date range and the log file is saved to your TrackEd docs folder (usually on your desktop). This file contains no student data, just import metadata, and is helpful for diagnosing recurring issues.

Resetting a Stuck Import

If an import has been running for hours (or overnight) and shows as purple in the queue with no progress, TrackEd has likely lost its connection to the server. Go to Settings > Utilities > Reset Import Queue to clear the stuck job, then queue your files and try again.

Import Settings

The Settings page has a section called “Import Settings” in the bottom-left corner. These control how imports are processed and which data sources are used. If you’re unsure about any setting, contact the TrackEd support team before changing it.

“Send imports to server when possible” is recommended for server-hosted installations. It sends import processing to the server so you don’t have to wait at your PC. If you experience timeout issues or unusual error codes, temporarily turning this off forces imports through a different pathway, which can help isolate the problem. Turn it back on once the import completes successfully.

“Allow DSL import to manage students” uses the Dynamic Student List to update enrolments instead of relying on Student Summary alone. This was introduced when Student Summary exports were very slow for large schools. That issue has been resolved, so the recommended setup is to leave this off and run Student Summary regularly. Related settings allow the Absence List, Negative Behaviour import, and Personalised Learning Summary to update totals and metadata (ATSI, DDA, ICP, EALD, Out of Home Care) independently, reducing how often Student Summary needs to be run. Generally these are best left off as well.

Ignore Lists and Roll Class Omissions

Several ignore lists let you exclude specific data during imports. The Timetable Import Subject Ignore List filters out three-digit subject codes (like tutorial periods) so they don’t appear on student profiles. The GPA Ignore List excludes codes like instrumental music from GPA calculations. The QCE Ignore List excludes subjects from QCE computation.

The Roll Class Omit List lets you exclude entire roll classes. This is useful if a campus or section of your school doesn’t need to be imported into TrackEd. Add the roll class codes and they will be excluded during import.

Preferred Names

Two settings control how preferred names are handled. The recommended approach is “Use preferred names on profile and datawall”, which imports both legal and preferred names but only shows preferred names on outputs that might be seen by students (profiles and datawalls). Legal names are used everywhere else in the system.

An alternative setting, “Import preferred names in place of legal with the DSL”, replaces legal names everywhere in the system by importing preferred names into the legal name field. This is not the recommended setup but is available if needed.

Attendance Settings and Rollover Month

Attendance import settings are covered in detail in the Attendance Data Imports Explained article. Key recommendations include enabling the “Absence list use alt calculation method” setting and entering your local show holiday date.

The “Rollover month for absence and behaviour total” setting (recommended: 1 February) controls when the Student Summary import switches from showing last year’s totals to the new year’s data. This lets teachers see relevant data during the first weeks of a new school year. When you import Student Summary in January, it keeps last year’s numbers. After the rollover date, the next Student Summary import updates to the new year’s totals.

Revising Import Headers

Under Settings > Utilities, the “Revise Import Headers” option lets you update the expected column heading for a specific import when there has been a minor spelling change in the source system (e.g. an extra space or slightly different wording).

Data Cleanup Utilities

The Utilities page (Settings > Utilities) provides cleanup options for various data types when something has gone wrong during an import or data needs to be corrected.

Results Cleanup removes orphaned subject records and fixes incorrect subject codes appearing on the wrong year level profiles. This is also helpful for tidying up old data and keeping your database file small.

Attendance Cleanup lets you set a year and term, deleting all attendance data from that point forward so you can reimport cleanly. See also Remove Attendance Import.

Other options include Tag Cleanup, Photos Cleanup, Class Builder Cleanup, and Duplicate Students. Senior Schooling has its own cleanup options for VET, Task Assessments, and Unit 3 & 4 progress bars. Most schools will only occasionally need Results Cleanup or System Cleanup to keep the database tidy.

For results imported into the wrong year or term, see Remove Results Import. For tracking template issues, see Remove Tracking Template Import.

Frequently Asked Questions

Q: What does a pink “More Info” button mean on the import queue?
A: A pink button indicates either a header validation error (the file columns don’t match what TrackEd expects) or an error code from the import process. Click the button to see the specific details and suggested next steps.

Q: My import has been stuck on purple for hours. What should I do?
A: This usually means TrackEd has lost its connection to the server mid-import. Go to Settings > Utilities > Reset Import Queue to clear the stuck job, then queue your files and try again.

Q: I get a validation error on the Student Summary. What is the most common cause?
A: The most common cause is opening the file in Excel before importing. Student Summary files must be dragged directly from your browser download into TrackEd without being opened first. Download a fresh copy and try again.

Q: The source system has changed the file format. What should I do?
A: Screenshot the error page showing the expected vs imported headers and send it to support@trackedapp.com.au. Also check the Latest Import Changes article for known format changes and fixes.

Q: Can I update the expected import header myself if a column heading has changed?
A: Only for minor spelling changes. Go to Settings > Utilities > Revise Import Headers to update the expected text. If the column order has changed (not just the spelling), do not update the header. Contact support instead, as importing data into the wrong columns could cause incorrect records.

Q: I imported data into the wrong year or term. How do I fix it?
A: Use the cleanup utilities in Settings > Utilities. For results data, use Results Cleanup to remove data forward of a selected year and term, then reimport. For attendance, use Attendance Cleanup to delete and reimport. For tracking templates, see Remove Tracking Template Import.