Published at: 2026-09-17
Common import and export issues
Overview
This document covers common import and export issues in a Q&A format, including file size limits, data errors, fields not updating, lookup failures, image attachment import, and scientific notation display. Each issue includes a scenario description, root cause analysis, and step-by-step resolution to help administrators and business users quickly diagnose and resolve import and export exceptions.
Import file has only a few rows but shows “Cannot exceed 50 MB or 300,000 rows”
When importing data, the system shows “File cannot exceed 50 MB or 300,000 rows”, but the actual data rows and file size are within limits.
Cause
This usually occurs because the total row count in the file exceeds the limit. The row count includes all rows in the Excel file, including blank rows.
Solution
The quickest fix is to copy the data from the problematic Excel file into a new Excel file and re-import. Do not select all — use the mouse to select only the data area.
Alternatively, click a data cell and press Ctrl+A to select only data rows.
Import template shows errors even when data is empty or correct
The “Order Customer” field has “Customer 35” (which exists) and “Customer 1997” (which was not imported), but all data rows report the same error.
Cause
Data is processed in batches of 50 records at the storage layer. The system validates both the import template fields and the data in the database.
If any single record fails validation, the entire batch of 50 is rejected with the same error message. Check the specific erroneous record in the message and correct it.
Solution
Follow the prompt to locate the record in the CRM system and correct the data.
Message interpretation: Data [2018-1004948] field [Channel Partner] relationship does not exist.
“2018-1004948” is the primary attribute — it identifies the problematic record. “Channel Partner” is the field name.
The cause is likely that the lookup-related field “Channel Partner” references data that has been voided or deleted, causing a storage-layer error.
Fields not updated after update import, no error reported
After update import, a field value was specified in Excel and the system reported success, but the field was not updated.
Cause
Cause 1:
The field name in the import file is incorrect, so field mapping did not auto-match it, and the mismatch was overlooked.
Cause 2:
The import file contains hidden sheets. The system imports the first sheet by default, regardless of whether it is hidden, so the imported data may not be from the visible sheet.
Solution
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The fastest way to diagnose this is to re-download the template and compare field names in the import file against the new template.
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Unhide all sheets in the import file and check whether a hidden sheet appears before the visible one.
What rule determines the import template header field order?
The import template header field order is: Primary attribute (fixed) > Custom fields (by creation time, ascending) > System fields (by creation time, ascending) > Record type (fixed) > Related team (virtual field).
Owner not updated after update import
Cause
The “Update Owner” toggle was not enabled during import.
Because the owner is a sensitive field that involves field-level permissions, a toggle was added to prevent accidental changes. The owner field is only updated when this toggle is turned on.
Solution: Set “Update Owner” to “Yes” during import.
Create/update import of child object data does not validate record type match
The child object has “Configure Parent Object Record Type” set, but import does not validate it. This is because import does not validate child object record type matching.
Numbers and ID card values display in scientific notation after import
When a single-line text field in Excel contains long numbers such as serial numbers or ID card numbers, the imported data displays in scientific notation.
Cause
If long numbers in Excel are not formatted as text, Excel automatically treats them as numeric values and displays them in scientific notation.
Solution
Format long numbers in Excel as text:
- Right-click in Excel > Format Cells.
- In the dialog, set the number category to Text.
Correct import procedure
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Before importing, review the import format for each field.
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Adjust the format according to the rules, then import.
Note: Alternatively, create a record first and export it to see the correct format, then adjust your import data accordingly.
How to import notes for the “Other” option in a single-select field
Solution
The downloaded import template includes data validation for single-select fields.
In this case, you cannot enter notes for the “Other” option — the system reports a format error. Clear the cell’s data validation first, then enter “Other:Test” to import notes for the “Other” option.
Export count does not match full-text search results
After a full-text search, the list page count does not match the actual export count:
Cause
After a full-text search, only the data IDs on the current page are available. The front end cannot retrieve IDs for the remaining results. Therefore, the export only includes data from the first page.
Solution
After a full-text search, the export count depends on the page size setting (20/50/100/200). This is expected behavior. Full result set export is not currently supported.
Where to find downstream user import/export records
A downstream enterprise performed an import/export operation that takes a long time. Where can you check whether it is complete?
Solution
Two locations:
Location 1: In the upstream enterprise, go to Admin Console > Enterprise Logs > Import/Export Records to view or download.
Location 2: In the downstream enterprise, check Business Notifications to view or download.
Note: If the downstream enterprise menu does not show “Business Notifications”, configure it in the upstream enterprise first.
Import shows “Lookup relationship does not exist”
During import, a lookup field exists but the system reports “Lookup relationship does not exist or no permission.”
Cause
Cause 1
The “Lookup” column in the import file contains spaces in the primary attribute value.
Cause 2
The related object has display fields enabled, and the import file uses display field values instead of primary attribute values.
Solution
Cause 1
Check whether the “Lookup” column in the import file contains spaces in primary attribute values.
Note: For guaranteed uniqueness, you can use the related data ID as a unique identifier by setting the import method to “Unique ID.”
Cause 2
Check whether the related object has display fields enabled. Confirm whether the Excel file uses primary attribute values or display field values. If display field values are used, replace them with primary attribute values.
Import shows “Lookup relationship does not exist” (2)
During import, a lookup field exists but the system reports “Lookup relationship does not exist or no permission.”
Cause
- The “Lookup” column in the import file contains spaces in the primary attribute value.
Import file lookup field primary attribute contains spaces.
Solution
Find the corresponding erroneous data in Excel — error data usually has a marker at the front. Select “Clear leading and trailing spaces.”
How to import image and attachment fields
When importing image attachments, you paste local file paths into the corresponding Excel columns, but the import reports that the files do not exist.
Cause
If the path is a local computer path, the ShareCRM system cannot access it and reports that the file does not exist.
Solution
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Upload the files to ShareCRM Drive and obtain the file path.
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Paste the file path into the corresponding Excel column.
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Import the data.
When is the update import option unavailable?
Normally, two import methods are available: create import and update import. Sometimes update import is grayed out.
Cause
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Importing parent and child objects simultaneously.
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The object has change orders enabled.
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If neither condition applies and the object is a preset object, search for “Business Module and Owner” in CRM (search by object) and contact the corresponding QA or technical lead.
Solution
Create import succeeded but lookup fields are empty
Create import succeeded, and the Excel file contains lookup field values, but the corresponding fields appear empty after import.
Solution
Check the import log details to determine the identification method used.
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If matching by primary attribute: confirm whether the header was modified — check whether “Required” labels were manually added or removed. The simplest fix is to re-download the template and re-import.
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If matching by unique ID: confirm whether the lookup field has a unique ID column and whether the data’s unique ID is filled in.
Note: Enter the related object’s data ID in the unique ID column, not in the lookup field column.
Field is required during create/edit but not validated during import
Cause
Field-level required and layout-level required are two different settings. Only field-level required is validated during import.
Field-level required:
In the field list, check the field configuration. If “Required = Yes”, the layout below shows the required option as selected and read-only.
Layout-level required:
- In Field Management, check the field configuration. If “Required = No” but the layout shows the required option as selected and editable, this is layout-level required.
- Set field as required in the layout.
Import result file shows misaligned field names and values
Cause
The import file contains empty columns. During import, empty columns shift right, causing field name and value misalignment.
Solution
Identify and delete the empty columns, then re-import.
Import shows “Option must be one of xx”
Cause
Cause 1: Options contain spaces or invisible characters
Cause 2: Options have cascade relationships configured
Import result message shown in the import log.
Solution
Cause 1: If options contain spaces, download the import template from the system, select options from the dropdown, and then import. Do not enter values manually or copy from the page.
If this does not work, modify the option values on the field to remove spaces and special characters.
Cause 2: Check the field dependency configuration on the object, paying attention to record type and single-select/multi-select cascading.
Import shows “Data does not exist or current user does not have write permission”
Import result shows this error message.
Solution
Data does not exist: Confirm whether the data has been deleted.
Current user does not have write permission: Confirm whether the current user has data edit permission.