Error Code: Encryption is Turned On but file is not encrypted or encrypted incorrectly

• Error Description: Encryption is turned on but the file is not encrypted or is encrypted incorrectly
• Error Message: Encryption is Turned On but file is not encrypted or encrypted incorrectly

This can occur if file encryption is enabled for the organization but the contact upload file is not encrypted or is encrypted with the wrong key.

1. Navigate to Settings > Contacts/Assets > Upload Options.
2. The File Encryption subtab will open by default.
3. To continuing using File Encryption:
   1. Choose the Download button to download a copy of the Encryption Key. NOTE: Everbridge cannot troubleshoot encryption issues with any third-party encryption tools.
   2. If desired the option to Generate a New Key, which will render any upload files using the previous key invalid. Use with caution!
4. ​To disable File Encryption:
   1. Change the Encryption Status option to Off.

Error Code: Required Column Not Found

• Error Description: The file was not loaded because a required column is missing and/or the delimiter is not supported.
• Error Message:
  • External ID
  • Record Type
  • First Name
  • Last Name

This error can occur because of one of the three root causes below:

• Required Column Missing - The upload file is missing one or more required columns. The column may also exist in the file, but the header is missing or does not exactly match the required format.
• Misspelled Column Header - Column headings must match the required format exactly, letter for letter and space for space. Unsupported headers must not be added to the contact file.
• Delimiter Setting- If errors appear for all four required columns and the file was uploaded via SFTP, the Organization delimiter setting may not match the delimiter used in the file.

This error indicates that the Organization Name column header is missing from the contact upload file while the file is being uploaded at the Account level.

When contacts are uploaded at the Account level, the file must include an Organization Name column. Each contact record must also contain a value in this column.

Valid values are the names of the Organizations configured within the Account.

This error means that one or more contacts contain a blank or invalid value in the Organization Name column and the contact upload file is being uploaded at the Account level.

When uploading contacts at the Account level:

• Each contact must have a value in the Organization Name column

• The value must exactly match an existing Organization name in the Account

• The value is case-sensitive

If the file appears to be formatted correctly or the contact upload is not listed in the Uploads tab, the following actions may help resolve the issue:

1. Clear the web browser cache and cookies. Instructions for clearing the browser cache are available in the knowledge article EBS: The Manager Portal Page Is Not Loading Correctly in Everbridge Suite.
2. Attempt the contact upload again using a different web browser.

This error means that the group name provided is invalid. This error can have two different causes:

• The value in the Groups column has consecutive pipe symbols. (e.g., Alpha | Bravo || Charlie | Delta)
• A group name provided in the Groups column is longer than 260 characters. 

This error can occur for a couple of different reasons:

• Location ID Does Not Match Predefined Values - The location Id value given in the CSV upload file does not precisely match that of a predefined building External ID. 
• Safety Connection Buildings Are Not Active - The organization does not include the Safety Connection premium feature. 

Error Code: Required Column has NULL value

• Contact Record Status: Not loaded - critical error
• Error Message:
  • Required Column has NULL value: External ID:
  • UPLOADCONTACT_FIRSTNAME_EMPTY_ERROR: First Name
  • UPLOADCONTACT_LASTNAME_EMPTY_ERROR: Last Name
  • UPLOADCONTACT_RECORD_TYPE_NULL_ERROR: Record Type:

Confirm that the four required columns have a value for each one of your contacts in the file:

1. First Name
2. Last Name
3. Record Type
4. External ID

NOTE: the "END" header and column data are not always required, but should always be included as a best practice.

Error Code: Record Type is Not Defined

• Contact Record Status: Not loaded - critical error
• Error Message: Record Type is Not Defined: Record Type: {Record Type name}

This error should only prevent specific contacts from being uploaded where the "Record Type" field contained a value not configured for your org. Check the Not loaded - critical error tab on the Upload Result page to see the list of contacts that had this issue.
If you wish to add a new record type to your organization:

1. Choose the Settings tab from the top of the page.
2. From the Organization tab, choose the Contacts and Groups menu.
3. Choose the Contact Record Types menu option.
4. Add the desired Record Type, then choose Add to save.

This error occurs when a Delete upload is performed, but the external IDs for the contacts in the CSV do not match the external IDs for the contacts in the organization. When using the Delete upload option, make sure the external IDs in the CSV match those in the organization.

NOTE: External IDs are required for an upload using the delete option to be successful.

This error can occur for a few different reasons:

• Line Break - A line break in the contact row in the CSV upload file.  The line break could be an unintentional Line Feed, Carriage Return, or 'enter' within the contact's row.   
• Backslash - A backslash " \ " at the end of a value in the CSV upload file.
• Empty Value - An empty value or cell at the end of a row in the CSV. This is expressed as a comma after the last value in a row. 
• Comma in Value - A value in the CSV file that contains a comma and has no quotes around the value.