Importing Word docs - gets stuck at 99%
Asked by Jarod Carruthers:

I have been able to import about 40 Word Documents (DOCX) into Confluence but now I consistently fail at 99%.

I am now presented with this message when I click the Word document (.docx) button:

![confluence message.jpg](/t5/image/serverpage/image-id/178726iAC36D3167874BD51/image-size/large?v=v2&px=999 "confluence message.jpg")

The the progress bar appears...looks like it is moving at a good pace but then slows down at around 70% or so and never gets to 100%.

I have tried from different PC's...one in my onsite office and one from home on a gigabit internet connection.

I did do a search to see if someone has had this issue before, but couldnt find anyone else with the same issue. I am new to Confluence.

Does anyone know what could be causing these issues?

Thanks,

Jarod


Answers:
author: Vangelis
body: I am also facing the same issue (tested Firefox and Chrome latest versions) - errors on Chrome

![Screenshot 2022-01-24 182147.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/179492i207364DEE8AD5F8F/image-size/large?v=v2&px=999 "Screenshot 2022-01-24 182147.jpg")


author: Petter Gon?alves
body: Hello Everyone,

We don't have any global issues reported regarding the upload of Docs to Confluence, so we would like to get some information to better understand the issue that is affecting you:

1. Is the same issue happening on multiple browsers? Can you try Firefox, Chrome, or Safari and see if the same "99% blocker" happens for at least two of them?
2. Are there any errors returned on your [browser Javascript console](https://support.cytobank.org/hc/en-us/articles/206273618-How-to-open-and-use-your-browser-s-JavaScript-console#:~:text=The%20JavaScript%20console%20is%20a,not%20have%20been%20possible%20otherwise.) when reproducing the issue?
3. [@matteogalli](/t5/user/viewprofilepage/user-id/4718196) you mentioned that any type of doc is causing the issue. Anyway, would you be able to share on a public link any doc (Not containing confidential information) so we can test it on our side? We just want to ensure we do exactly the same steps to reproduce the issue on our side
4. Is anyone using a site on Standard plan that is facing the same problem?

Thanks!

comments: author: Charles LeMay
body: Thanks for checking into it!

I'm getting the same issue in Chrome, Firefox, and MS Edge. It happens whether I try to upload my document, import via Google, or via OneDrive. I tried an alternative Word doc I produced and got the same result.

I did get some errors, yes. I attached screengrabs from my Chrome and FF browsers.

Cheers!

![CH.png](https://community.atlassian.com/t5/image/serverpage/image-id/179114i6A056AF0E0C3251C/image-size/large?v=v2&px=999 "CH.png")![FF.png](https://community.atlassian.com/t5/image/serverpage/image-id/179113iB14DFD4768DBBAED/image-size/large?v=v2&px=999 "FF.png")![CF.png](https://community.atlassian.com/t5/image/serverpage/image-id/179115iE2F8DC04D20F01D4/image-size/large?v=v2&px=999 "CF.png")


author: Doug Matthews
body: Same issue with a Mac on Chrome - neither a Word document nor a Google Doc reach completion, the import just hangs at 99%.


author: Charles LeMay
body: Hey all,

I just gained success by running a document inspection and removing everything it suggested. Specifically, I think I was having issues with my header and footer.

File \> Info \> Check for Issues \> Inspect Document, then press Inspect. Follow the suggested prompts and then try to import as a Word doc into your Confluence page. Maybe that will work for you, too.

Charles

comments: author: Bill Bailey
body: Ah, well you should ALWAYS clean a Word doc before importing:

* Delete title page
* Delete ToC
* Delete headers and footers
* Apply standard formats for headings.

Doing less than that results in issues and lots of clean up later.


author: Vangelis
body: I wish it worked, that would saved me significant time. I used the inspector cleaned up everything but no luck. I even created a deadly simple Word document with a single paragraph (Lorem Ipsum) - Sorry no luck again!


author: Bill Bailey
body: When you import, are you splitting on headings? If so, are you trying to create a page in space or page tree with restrictions? In other words, when you import, you create pages. Those pages inherit permissions from the parent page. If you do not have rights to restrict pages, then you will hit this issue on import.

A quick test is to ask an admin to perform the same import for you to see if they have the same issue.

comments: author: matteogalli
body: We are using a free version for evaluating purpose. As far as I understand we cannot have restrictions on pages or sub-pages therefore I don't think we fit into this case. Yet we are experiencing the same issue.


author: Bill Bailey
body: Is it happening with ALL Word files now? Or just certain Word docs always break?


author: matteogalli
body: all of them


author: Bill Bailey
body: Then I guess the issue that [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) linked [CONFCLOUD-58350](https://jira.atlassian.com/browse/CONFCLOUD-58350) is the culprit.

One of the main drawbacks with the Cloud version, you have zero control over the system configuration. Atlassian roles out an update that breaks your workflow, you are stuck until they fix it.

I assume you have filed a support ticket? And be sure to vote for the issue.


author: matteogalli
body: I'm also experiencing the same issue from a Mac using Chrome and trying to import both a Google doc and the same document as as docx but the end result doesn't change.


author: Ste Wright
body: Hi [@Jarod Carruthers](/t5/user/viewprofilepage/user-id/2565268)

Could it be linked to [CONFCLOUD-58350](https://jira.atlassian.com/browse/CONFCLOUD-58350) perhaps, which impacts Windows machines?

It might also be useful to provide us the steps you're taking to upload the file, so we can see which process you're utilising within the platform.

Finally, is it happening just for yourself? Or others within your organisation?

Alternatively, I'd suggest just contacting <https://support.atlassian.com/> - it feels like quite a niche issue which might be platform-specific. It's not something I've specifically seen before.

Ste

comments: author: Charles LeMay
body: Hi! [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) @ I am having the same issue as [@Jarod Carruthers](/t5/user/viewprofilepage/user-id/2565268)

My steps to upload are: navigate to my organization's page, press "c" to create a new page, then select the option to import on the right-hand side.

I've tried the three options available - importing a Word doc, importing from OneDrive, and importing a Google Doc. All have the same result. I've let it sit for up to 30 min, but there is no change.

I am on my free trial, so I can't contact support directly to ask Atlassian :/

Thanks!

Charles

![CF 2.png](https://community.atlassian.com/t5/image/serverpage/image-id/178842i8EE9C25ACA9A6C48/image-size/large?v=v2&px=999 "CF 2.png")


author: Ina Jain
body: Hi [@Stephen Wright _Elabor8_](https://community.atlassian.com/t5/user/viewprofilepage/user-id/1166470) : I am also facing the same issue. Upload stuck at 99%. I am using mac machine. I tried to logout and sign in again. The issue persists. I am also using free trial accounts for my experiments.


author: Ste Wright
body: Hi All,

I'll pass this on to the support team, just in case it's a wider issue given a few users are experiencing problems :)

Ste


author: Jarod Carruthers
body: Hi Stephen,

Much appreciated. Thanks for your help.

Jarod


author: Charles LeMay
body: Yep, thanks [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) !


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