Troubleshooting your User Imports

Common causes of import errors

Temporary issues accessing an external system

Sometimes, an external system will be briefly unavailable when Dado tries to access it. This could be because that system is experiencing some downtime; or just that its API is currently receiving a lot of requests, so it can't respond.

Most of the time, retrying your import in a few minutes will result in a successful import.

However, if access issues persist, please check with the external system to see if they are reporting any issues with their APIs; or contact the Dado customer support team.

Date formatting

The most common issue preventing a successful import is a mismatch between the date format used in your Import Source, and the one set in your Dado Organisation settings.

You can check what your Dado date format is in the 'Organisation' tab, by clicking 'General' in the left hand navigation and checking the 'Default Date Format' field.

To resolve the issue, either:

1. amend the date format in your Import Source to match the format chosen in Dado
2. amend the format in the Dado Organisation settings to match your Import Source
   • this will also affect the way dates are shown to Participants and Supporting Actors in emails and Slack messages sent as part of an Experience

Once you've made this change, run another import and the problem will be fixed.

Certain data points aren't being imported into Dado

The first thing to check is the Field Mappings for that import source. Make sure you've input the correct field name in your source system (eg HRIS, ATS, online spreadsheet) and that it's mapped to the Dado field you want that data to live in.

If the mappings are set up correctly, a lack of data coming into that field could be due to restrictions in the source system:

• Dado might not have been granted access to those fields. This is particularly common with integrations where Dado accesses data in a dedicated report, such as Workday and most SFTP integrations.
  • In this case, the solution is to update the permissions Dado has in the source system; or update the fields available on the report Dado accesses in that system
• Those fields might be marked as private or confidential, and thus not be available via the source system's API.
  • If it is not possible to make those fields available via API, by changing whether they're marked as private or confidential in the source system, then it will not be possible for Dado to pull that data.