Import Troubleshooting
- Common Import Warnings and Solutions
- Flags Table
- Common PST Questions & Answers
- Common Overlay Errors and Solutions
Error Messages:
- "Incomplete PST file import/extraction."
- "Unable to extract unprocessable files from PST."
- "Email format was downgraded to plain text."
- "Extracted page count didn't match expectation."
- "File was too large to process."
- "Skipped document with invalid page range."
- "Skipped loadfile line for missing file."
- "Truncated data in..."
- "Unable to create document."
- "Unable to create page."
- "Your import reached an unexpected error."
- "Encoding error in load file, please convert to UTF-8."
- "Filtered duplicate file."
"Incomplete PST file import/extraction."
Same error as "Unable to extract unprocessable files from PST."
What does this mean?
Nextpoint is able to process most PST files. If you have received a PST Error in your Batch Report, there is corruption within the PST and at least one files has not been extracted correctly. The PST file most likely needs to be repaired and uploaded again.
What can be done to correct it?
To repair a PST you can follow this short tutorial from Microsoft: How to repair your Outlook PST. Please make sure to make a backup copy of the original PST file before attempting repair.
If the unextracted files within the PST have occurred in locations that are of no consequence to your review, (e.g. Calendar, Tasks, etc.) you may choose to ignore the errors and proceed. We urge you to please review the errors carefully before continuing.
If you need additional assistance, please contact Nextpoint support at support@nextpoint.com.
Warning: If you need Nextpoint to help repair PST errors and reprocess all the files in the PST, do not start your review until we re-import the new batch.
"Email format was downgraded to plain text."
What does this mean?
These emails contain anomalies that prevented Nextpoint from processing their HTML code normally. When this happens, Nextpoint processes the plain text version of the email instead.
Frequently, this leads to successful processing of the basic text content of these emails, but without embedded images or styling.
What can be done to correct it?
If the styling or embedded images are not important to your review, it may be OK to ignore this error. However, you should first spot-check these emails to verify that their text is intact.
If the content of these emails does not look acceptable to you, please contact our Client Success team at support@nextpoint.com to inquire about reprocessing them.
"Extracted page count didn't match expectation."
What does this mean?
Occasionally, this is not a serious issue. For example, an Excel spreadsheet may have different page counts on different computer print settings.
In more common scenarios, the document may be corrupt, password protected or too large or complex to be processed. The document was still imported into Nextpoint, but may not contain any content.
What can be done to correct it?
Download and attempt to open the native outside of Nextpoint.
- If the document opens and contains content: Try to "print to PDF" the documents pages and "Add pages" to your import so that you can review the pages in Nextpoint.
- If the document does not contain any content: Try to re-import the original source file and add those pages to the document later on.
- If the file is corrupt: Corrupt files typically report a size of 0KB or will trigger an error message when you try to open them. Sometimes files are corrupted during a transfer from one disk to another. Ask your source to re-send the file or provide a better copy.
- If the file is password protected: Unlock the file on your computer and upload a copy without password protection. Ask the custodian or your client's IT administrator for the password.
Note: If an image of the file isn't necessary, an image-exception-placeholder can also be substituted for the exhibit.
"Files was too large to process."
What does this mean?
The file size or resolution is unusually large, and it isn't practical for review software to image it.
What can be done to correct it?
Frequently, our clients decide to use a placeholder for these documents and review them in their native format by downloading them to a local computer.
"Skipped document with invalid page range."
Same error as "Skipped loadfile line for missing file."
What does this mean?
The image range start/end (or Bates start/end) did not make sense sequentially (eg: DAN00076 - DAN00043, or DAN00076 - JIM00084). It is most likely a loadfile error.
What can be done to correct it?
Correct the image range of the specified document(s) and create a new loadfile containing the impacted rows.
"Truncated data in (field name)."
What does this mean?
A field's value exceeded the character limit for that particular field and thus the text was not fully populated. This warning is applicable to any text field (recipients, cc, bcc, shortcut, custom text fields etc). Further information on the character limits for various field types is located here >>.
What can be done to correct it?
If you are importing native files and determine it is important to populate more than the character limit for any particular field, please contact your Account Director or our Services team at support@nextpoint.com for options to expand the character limit.
If you are importing produced data with a load file, and anticipate certain fields to contain a lot of text, you can avoid this by setting those fields as the “Paragraph” field type, which is less susceptible to truncation.
"Unable to create document."
What does this mean?
There was most likely a system or network error during processing.
What can be done to correct it?
Import the file again. If you get the same message, try importing the file using a loadfile that includes any desired coding information.
"Unable to create page."
What does this mean?
There was most likely a system or network error during processing. As a result, the document was imaged, but does not appear to include all its original pages.
What can be done to correct it?
Examine the loadfile for this import and locate the document with missing pages. Import these pages into Nextpoint, where they can be added to the previously imaged document and positioned accordingly.
"Your import reached an unexpected error."
If you receive a notice of error, and the screen displays "Your import reached and unexpected error", this message is indicative of an issue with the data being imported. It can be a number of things that cause this to happen, each unique to the data set.
If you receive this error with corresponding "no anomalies message", please contact support@nextpoint.com for further data assessment.
"Encoding error in load file, please convert to UTF-8."
If you receive this warning, Nextpoint was unable to parse your load file for processing due to the encoding.
To resolve, please save your load file with UTF-8 Encoding. Open your load file in a Text Editor (Sublime text shown below) > File > Save with Encoding > UTF-8. Preferred is UTF-8 without BOM, but UTF-8 with BOM should also resolve the issue.
Note: The steps to update encoding may vary depending on the text editor you are using. If not intuitive in your text editor of choice, locate instructions by searching in any browser for "how to update encoding in [insert text editor name]".
Once saved, upload to File Room in the same location where your original load file is located. If name the same, the correctly encoded load file will overwrite your initial load file.
"Filtered duplicate file."
If you receive the "Filtered duplicate file" warning, you've attempted to import duplicate files in the same import batch. Regardless of your deduplication settings, you are not able to import the same file multiple times in the same batch. The file will be imported once and any relevant metadata that is different (like file path) will be merged on import. If you need to import the same file multiple times, you will need to import it in separate batches.
Common Import Warnings and Solutions
Errors, Info, and Warnings
Flags Table
Why did my PST import with errors and/or warnings? Is there anything I can do to avoid them?
Because of the complexity of mailboxes and the variety of formats they can be exported from, PSTs are notoriously error prone. Some issues are unavoidable but these steps can minimize issues:
- Import PSTs one at a time.
- Look into the PST processing tab.
"Missing" errors could mean:
- We don't support the extraction of certain file types from PSTs (things like Teams Messages and PersonMetadata often show as extraction errors).
- There is some corruption in the PST that caused our processors to skip those files.
- There is an error on the PSTs index and all files were actually extracted.
To address these extraction "errors" we recommend the following:
- Download the PST
- Open it in Outlook or another compatible PST processor.
- Confirm the file count in the folder the "missing" files are from.
- Determine if the files in this folder could be relevant to your case
- Extract the missing files from that folder (or the entire folder if they cannot be individually identified)
- Import the additional individual emails into your database (with deduplication on if importing the entire folder).
We can also complete these steps for you as a billable service. Please contact support@nextpoint.com for details.
Why do several of the "emails" extracted from my PST appear blank?
Email files that appear to be blank often consist of iCalendar/vCalendar or Contact files. These files are atypical and because of their unusual formatting, we do not fully support the extraction of all of the metadata that may appear in the files themselves. To check this, click the three-dot menu from the document viewer, "view original files" and download it. If the native still appears blank after download, click into the properties of the email and you may notice mention of calendar invites or contacts.
It is possible to have a custom service project done that would convert these to a plain text file that will be imaged and can be searched, similar to what you see below. Please reach out to support@nextpoint.com for more information.
What can be done about Teams Messages that do not extract on import?
Though we do not currently extract teams messages from PST files on import. However, it is possible to extract them separately as loose files and import them into your database.
To do this, open the email file in outlook and find the folder called "TeamsMessagesData". Select all of the items and copy/paste them into a folder on your local computer. You can then upload that folder to the file room and import.
Why is the subject metadata in my grid view blank?
Sometimes emails will come in without without a subject or title field. This can happen with atypical or potentially corrupted files, but you can still click into the document and download the original file if it hasn't imaged within our system. We are working on automatically correcting these black subject fields to reflect "<no subject>" and can run a script through your import to correct this so that every document is clickable. Another workaround to address this issue is to add the Nextpoint ID to your grid view (through settings) which you can then click on to view the document in question.
Why do the PST files appear as documents in my database and why is this file "blank"?
Similar to if you imported an email with an attached zip file, Nextpoint preserves container files as their own "documents" while also extracting their contents. They are duplicative of the extracted contents and generally are NOT be produced along side their contents as they are both duplicative and could contain information that is otherwise withheld as non-responsive or privileged. These files can be removed from review folders or databases without affecting the status of their imported contents. They appear "blank" because they are simply the shells that contain other documents (which are extracted and imported).
What do errors/warnings related to PST imports mean and how should I address them?
Check out this support article for details about PST import errors and warnings.
Common PST Questions & Answers
Overlay Results Reporting
After any Overlay processing is complete, you will be notified of the processing results in two different locations.
The first, is the status within the main Overlay batch list, located via DATA > Overlays (MORE > Data > Overlays in a Litigation database). Here, the statuses will read as green Complete, yellow Complete With Errors, or red Error.
Anything marked with a Complete With Errors or Error status should be reviewed for further action.
The second location where you can gather additional details on the processing error is within the Overlay batch details page. This can be accessed by clicking on the name of the batch > the Overlay Errors tab.
Here, you will find a description of what caused the error. Outlined below is a list of the various types of errors and how to address in your Nextpoint Discovery or Litigation database.
Table of Contents
- Skipped Duplicate Document in load file
- Load file row did not match any documents in the database.
- An Unknown error occurred. Please check the load file formatting.
- Encoding error in load file. Please convert to UTF-8.
- Unable to parse the load file. Please check the formatting.
Complete with Error Messages
A Yellow Complete with Error Overlay status indicates that part, but not all, of your overlay processed as expected. The errors will need to be reviewed and addressed as necessary.
"Skipped Duplicate Document in load file."
What does this mean?
Your overlay file included the same document key more than once.
What is a document key? A document key provides Nextpoint with instructions for locating documents in your database which will be updated with information during the overlay. This will always be a Bates start number or Nextpoint Document ID.
Therefore, if your overlay file contains varying information for the same document (key), Nextpoint cannot determine which information should be prioritized. We will overlay the first instance of the document key we encounter, but the second instance will be skipped and the overlay processing will continue on.
What can be done to correct it?
Review the Overlay batch details page, and specifically the Overlay errors tab contained within.
For any document key reported as a duplicate, verify the desired data was overlaid. If so, no further action is required. If not, we recommend you prepare a paired down overlay file of only the document key which does not have the correct information and run an additional overlay.
"Load file row did not match any documents in the database."
What does this mean?
Your overlay file included a document key which does not exist in your database.
What is a document key? A document key provides Nextpoint with instructions for locating documents in your database which will be updated with information during the overlay. This will always be a Bates start number or Nextpoint Document ID.
Therefore, if the document key cannot be located during processing, it is not possible to overlay information.
What can be done to correct it?
Review the Overlay batch details page, and specifically the Overlay errors tab contained within.
For any document key reporting as not found, verify the information (spelling, number, etc...). If there was a typo error throughout the entire overlay file, we recommend you modify your overlay file and rerun. If the document key does not exist in the database, it is worth evaluating further where that information should have gone and ultimately preparing a modified overlay file which will be rerun in a separate overlay batch.
Please Note: If your Overlay batch details page reports "Load file row did not match any documents in the database. Key field: . [EMPTY ROW]", it is likely your overlay file contained what appears to be blank rows, but in fact, there are empty cells which are read by our processors and thus reported as a non-match. If you encounter the aforementioned warning, we recommend you review the full processing report as illustrated below. If the only error is the empty rows, you can ignore the warning and move forward with your review.
Error Messages
A red Error Overlay status indicates that your overlay did not process. The root cause of the error will need to be addressed and your overlay run again.
"An Unknown error occurred. Please check the load file formatting."
What does this mean?
Likely a network timeout issue, but the root cause is unidentifiable.
What can be done to correct it?
Please retry your Overlay. If doing so does not resolve the error, please contact support@nextpoint.com for further data assessment.
"Encoding error in load file. Please convert to UTF-8."
What does this mean?
If you receive this warning, Nextpoint was unable to parse your overlay file for processing due to the encoding.
What can be done to correct it?
To resolve, please save your overlay file with UTF-8 Encoding. Open your load file in a Text Editor (Sublime text shown below) > File > Save with Encoding > UTF-8. Preferred is UTF-8 without BOM, but UTF-8 with BOM should also resolve the issue.
Note: The steps to update encoding may vary depending on the text editor you are using. If not intuitive in your text editor of choice, locate instructions by searching in any browser for "how to update encoding in [insert text editor name]".
Once saved, upload to File Room in the same location where your original overlay file is located. If name the same, the correctly encoded overlay file will overwrite your initial overlay file.
"Unable to parse the load file. Please check the formatting."
What does this mean?
If you receive this warning, Nextpoint was unable to parse your overlay file. It could be due to the encoding as described in the aforementioned error, but it can also be indicative of an issue with the data being imported. It can be a number of things that cause this to happen, each unique to the data set.
What can be done to correct it?
To resolve, please first try to save your overlay file with UTF-8 Encoding and rerun your overlay. Open your load file in a Text Editor (Sublime text shown below) > File > Save with Encoding > UTF-8. Preferred is UTF-8 without BOM, but UTF-8 with BOM should also resolve the issue.
Note: The steps to update encoding may vary depending on the text editor you are using. If not intuitive in your text editor of choice, locate instructions by searching in any browser for "how to update encoding in [insert text editor name]".
Once saved, upload to File Room in the same location where your original overlay file is located. If name the same, the correctly encoded overlay file will overwrite your initial overlay file.
If the above does not resolve the error, please contact support@nextpoint.com for further data assessment.