When bulk importing profiles into Nexus, there are common errors that may occur. Check this guide to learn what they are and how to avoid them. 

If you are importing profiles for the first time, we recommend reading this guide on importing basic, required information. 

Understanding the Import Page:

When you import your sheet into Nexus, you will be presented with up to 3 categories of error messages:

• ❗ Red Error Messages: These are error messages that, until resolved, will prevent you from importing the profiles in your import sheet. 
• ⚠️ Amber Messages: These are advisory messages, asking you to consider adding valuable (but not required) information for the Alarm Receiving Centre. These will not prevent you from importing profiles. 
• ✅ Green Messages: These confirm that profiles within the sheet are ready to be imported. 

Messages should include the error type,  column name, and row number for you to easily identify the error preventing you from importing the profiles. 

Common Red Error Messages:

Invalid Contact Numbers 

• Phone Numbers must be in the correct format to be imported into the system. +447
• Phone numbers are commonly entered with too few or too many digits. 
• Phone numbers must have no spaces. 
• Phone numbers must be stored in a text-formatted column. 
• The same 
• This applies to all phone numbers listed in the import sheet for profile contact numbers, standard mobile, or emergency contact numbers.
  • Columns E, F, G, H, I, BA, BE, BI
• Read this guide to understand phone number formatting and get a template tool to help you sort and spot invalid contact numbers. 

Expected Columns: First Name, Last Name, Portal Access........

• This error usually means the template has been edited. 
  • Download a new template and copy and paste information in column by column, ensuring the integrity of the template. 

First Name and Last Name not present 

• This usually means that there is data in a row that does not have a listed first name or last name. 
  • Check the last profile row and check that all columns have no further data listed. 
• This also could mean that a last name or first name is missing for profiles listed; double-check that all names are present. 

Something went wrong. Contact the administrator.

An error has occurred. Please refresh and try again. If this problem continues, please contact support with the Error code. 

• Something went wrong, which usually points to an error with an email address within your import sheet.
• To confirm, you can remove all email addresses in a copy of your file and try again. If the error message is no longer present, you have identified the type of fault. 
• Email addresses must be unique and not have any spaces in them. 
  • First, check that your import sheet does not contain any duplicate email addresses within the sheet. 
  • Next, check if the import contains any duplicates within your Nexus account by running a People Report in Nexus and exporting this to cross-check against your sheet.
  • Check that all email addresses do not contain any spaces before, in the middle of or at the end of the email address.
  • Contact customer support if the error persists; the email address may be present in another NExus account. 

Generic Errors

• This appears when multiple errors occur at once. Typically relating to email addresses and phone numbers.
  • First, complete the checks at the bottom of this article. 
• Keep trying to import the file once checks and changes have been made, the fewer errors, the more likely you are to get individual column and row information for errors remaining.