Problem importing a space from my confluence cloud to my confluence server
Asked by siebenhofer:

Dear Support Team,

I try to import a space from my cloud confluence to my server confluence instance. The export works fine. (creating the zip File for XML method.

When i import the import this file in my server instance after 6-7 secionds I gat the message:

![Import Error_1.png](/t5/image/serverpage/image-id/132886iBA208E517A131386/image-size/large?v=v2&px=999 "Import Error_1.png")![Import Error_2.png](/t5/image/serverpage/image-id/132888i4DB96909A1A50D17/image-size/large?v=v2&px=999 "Import Error_2.png")

So indeed I heve there Two usere with different Username but the same E-mail.

Maybe this is the problem. BUT: I cannot change any of these E-Mail adresses.

And by the way, currently it is also not possible to login as admin, and even the user Siebenhofer is in the group confluence-admin, it is not possible to add new users ore delete users.

It would be grat if you could me give an advise how I can solve this problem


Answers:
author: Fadoua
body: You need to clear Confluence cache

comments: author: Fadoua
body: Confluence administration -\> cache statistics


author: Fadoua
body: Rudolf

I am stepping away from my computer for 1 hour. Please let me know how it goes.

Your issue is my priority today.

If flushing the cache doesn't work I will check more to see if there are any other workarounds.

Best

Fadoua


author: siebenhofer
body: sorry, i cannot find that cache statistics


author: siebenhofer
body: Dear Fadoua,

it is 01:10 AM here now, and I have also to stop.

I will continue tomorrow.

I think there is something wron with my user synchronization between JIRA user directory and confluence.

Many thanks so far for today.


author: Fadoua
body: My pleasure, we will fix it I am sure :)

Have a great night!


author: siebenhofer
body: just one good news: I found that point to clear all cache


author: siebenhofer
body: i can switch between jira and confluence back and force.

I can add and delete users in jire, but i dont see any change in confluence, and the snchroniszatio always goes wrong. so i cannot do the forst worakround for the import problem you mentioned


author: Fadoua
body: [@siebenhofer](/t5/user/viewprofilepage/user-id/350221) what about deactivating one of the accounts? You won't lose any data and once you do the import you can re-enable the account.

Should we give it a try?

Best,

Fadoua


author: siebenhofer
body: Dear Fadoua,

thanks. Of course I would like to do that. BUT just before some clarification:

I am quire sure I have some Problem with the synchronisation of my Concluence instance with Jira. I could also not anymore login with my admin account in Confluence. Therefore I already activated the "recovery_admin" as dicribed and that works. Becaouse that user Siebenhofer@sieitmci.com which is the problem during the import is the only user in that confluence instance, as the creating of new users in Jira is not synchronised with confluence anymore. The synchronisation always fails.

Therefore i am not sure if i can reactivate that user then if i the user deactivate.

I wait for your opion to that captain, and then i will try that.

Best regards

Rudolf


author: siebenhofer
body: When I try from Confluence to test the connection to my JIRA user directory, I get the message:

Test basic connection : Failed com.atlassian.crowd.exception.ApplicationPermissionException: Forbidden (403) Encountered a "403 - Forbidden" error while loading this page. client.forbidden.exception Go to Jira home

I cannot find, where I block myself here in my network.


author: Fadoua
body: [@siebenhofer](/t5/user/viewprofilepage/user-id/350221)

Sorry I had an extremely busy day

Going back to your issue. I think we need to work first on the user directories.

Can you please send me a screenshot after hiding any confidential information for the user directories in both Jira and Confluence?

Best,

Fadoua


author: siebenhofer
body: First: The User Directory of Confluence:

![Confluence_User_Directory_a.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/133287i97C9B8AB27C123B2/image-size/large?v=v2&px=999 "Confluence_User_Directory_a.jpg")![Confluence_User_Directory_b.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/133288i639A27851F401E70/image-size/large?v=v2&px=999 "Confluence_User_Directory_b.jpg")![Jira_User_Directory_a.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/133290i6213AB62747CD1CB/image-size/large?v=v2&px=999 "Jira_User_Directory_a.jpg")![Jira_User_Directory_b.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/133289i3D03D1EDE334E1F6/image-size/large?v=v2&px=999 "Jira_User_Directory_b.jpg")


author: Fadoua
body: Are Jira and Confluence communicating without issues? Meaning you can create Jira issues from inside Confluence and link a project to a Confluence page?


author: siebenhofer
body: so far i use the navigation between jira and confluence only


author: Fadoua
body: and I assume it is not a problem at all. You are able to create Jira issues from inside Confluence and link projects to Confluence spaces


author: Fadoua
body: Looking at the screenshots why do links show as localhost with some weird characters? Configure other applications doesn't seem right to me


author: Fadoua
body: Will you be available Sunday afternoon?

You can share your screen so that I can guide you


author: siebenhofer
body: This would be great. But what Time zone.

I am in europe and here it is now 01:25 AM and your time?


author: Fadoua
body: I am in the US on NY time (EST)


author: siebenhofer
body: Dear Fadoua,

HEUREKA!!! - Finally could solve the problem now. There was a problem that the access of Confluence to my Jira user Directory was wrong configured - I dont know when this happened.

No i can synchronize the user directories; so I could delete that blocking user.

AND NOW the import of my Cloud exported Space was done successfully - HAPPY HAPPY HAPPY!

Many thanks to your support dear Faouda. So there is no need to disturb you on Sunday. :-)

Best regards

Rudolf


author: Fadoua
body: I am very happy to learn your problem has been solved.

You never bother me, I am here if you have any questions or any other issues.

Please don't forget to hit the Accept Button for me!


author: siebenhofer
body: Dear Fadoua,

great.

So far everything seems fine. The only one which is still open: In JIRA: Always when i go to administrative functions, I get that message "Somethin went wrong. Contact administrator" But how to find out what the reason is ????

![Jira_Error_in_Admin.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/133306iA030592B48435130/image-size/large?v=v2&px=999 "Jira_Error_in_Admin.jpg")

Best regards

Rudolf

AND OF COURSE I WILL CLICK THE ACCEPT BUTTON IMMEDIATELY NOW! ;-)


author: Fadoua
body: I am out at the moment

i promise to take a look at it

Thank you for accepting my answer!

Best

Fadoua


author: Fadoua
body: I am sure something not configured properly for the admin account or you are not in the right group.


author: Fadoua
body: what groups do you belong to in Jira [@siebenhofer](/t5/user/viewprofilepage/user-id/350221) ?


author: Fadoua
body: Definitely you will need to do it from Jira since it is the one you use for user management.

you can not make the change in Confluence directly.

comments: author: siebenhofer
body: i changed in jira the e-mail address from that user now. is this enough or necessary to change the username also?


author: Fadoua
body: All documentation is pointing to the email I guess it is enough


author: siebenhofer
body: even i have changed the e-mail of this user from siebenhofer@sieitmci.com to rudolf .siebenhofer@aon.at in confluence it shows me still the old e-mail from that user


author: Fadoua
body: Did you try to clear the cache in Confluence?


author: siebenhofer
body: no, i didnt clear the cache. how to do this. Doeas a restart of jire halp?


author: Fadoua
body: [@siebenhofer](/t5/user/viewprofilepage/user-id/350221)

Please try to follow the steps in the following document, and let us know if you have any questions:

<https://confluence.atlassian.com/doc/import-a-space-from-confluence-cloud-967876449.html>

Best,

Fadoua

comments: author: siebenhofer
body: Dear Fadoua,

many thanks for the quick answer.

The link you have given me, is exactly what i have found so far,

BUT: The strange is; the message is the same! (as I have shown you in two pictures.

By the way: meanwile I have also had a look to the database: The taget database on my server, where i try to import....

![Import Error_3.png](https://community.atlassian.com/t5/image/serverpage/image-id/132898i24D67FF5D4BDE0F5/image-size/large?v=v2&px=999 "Import Error_3.png")

Any idea?

Best regards

Rudolf


author: Fadoua
body: [@siebenhofer](/t5/user/viewprofilepage/user-id/350221) Do not make any changes to the DB please you will break the application.

let me check tomorrow morning and promise to get back to you.

It is late here in the US ;)

Best

Fadoua


author: siebenhofer
body: Many thanks Fadoua,

of course I didnt touch the database; just want to check that table if there are duplicates.

Great if we can follow up that problem tomorrow; (here it is already 05:00 AM and I worked the whole night on the content of this conflence in the cloud.

See you then

Good night

Rudolf


author: Fadoua
body: working on it at the moment


author: siebenhofer
body: great


author: Fadoua
body: [@siebenhofer](/t5/user/viewprofilepage/user-id/350221) Someone already reported a similar issue than yours please take a look at Atlassian recommendation:

<https://community.atlassian.com/t5/Confluence-questions/Unable-to-import-XML-space-to-Confluence-Server-exported-earlier/qaq-p/1307536>

Please let me know how it goes.

Best,

Fadoua


author: Fadoua
body: There is a bug that unfortunately hasn't been fixed yet by Atlassian:

[https://jira.atlassian.com/browse/CONFSERVER-59654?error=login_required\&error_description=Login+required\&state=2777365b-b1c2-490d-8da0-96770b59f51d](https://jira.atlassian.com/browse/CONFSERVER-59654?error=login_required&error_description=Login+required&state=2777365b-b1c2-490d-8da0-96770b59f51d)


author: siebenhofer
body: Thanks; but i cannot rename and not delete that user siebenhofer@sieitmci.com in my confluence. Even when logged in as admin.

I think my user management is linked to my JIRA. can this have an influence?

Is there any other way to delete that user?


Tags: confluence-server

server