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An unrecognised error occurred - Cards_Invalid_File_Header

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katied_78
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An unrecognised error occurred - Cards_Invalid_File_Header

Im trying to import using the sample file however I keep getting this error message

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Melisa_D
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Re: An unrecognised error occurred - Cards_Invalid_File_Header

Hi @katied_78

 

Thank you for your post and welcome to the Community Forum ! I noticed you posted on the Essentials board, can I please confirm if your using Essentials or AccountRight. As I've managed to locate an account and it seems to be linked to AccountRight. 

 

Also, can you please provide a screenshot of the window this error appears in ? 

Cheers,
Melisa

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katied_78
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Re: An unrecognised error occurred - Cards_Invalid_File_Header

Hi Melissa

 

I use both however the problem I am experiencing is in Essentials.

 

Please see error screen.

 

Error message.png
Melisa_D
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Re: An unrecognised error occurred - Cards_Invalid_File_Header

Hi @katied_78

 

Thanks for confirming that. If your using the Essentials sample file to import the contacts and receiving this error message I would recommend checking that the contacts you're importing aren't already in MYOB Essentials. If they are in AccountRight this would be why you're receiving the error. 

 

If the contacts are not in the file I would recommend clearing your browser cache and trying again. If this doesn't work, please try via an Incognito window. (This can be done by opening Google Chrome > Clicking the 3 tops of the top right hand corner of the window > Select New incognito window).

 

Please do let me know how you go. 

 

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

Cheers,
Melisa

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katied_78
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Re: An unrecognised error occurred - Cards_Invalid_File_Header

Hi Melisa

 

Just tried clearing the cache and going incognito however im still getting the same error message. There are no existing contacts in the file as it is a new setup.

 

Im literally pulling my hair out at this stage. Surely there is another reason this is happening?? 

Melisa_D
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Re: An unrecognised error occurred - Cards_Invalid_File_Header

Hi @katied_78

 

Thanks for troubleshooting that. I've investigated the contact file you've attached and it looks like the header names are wrong after column D onwards: 

image.png

 

You will need to adjust the header columns before importing, if that doesn't work I would recommend downloading a new import sample file via our help article Importing contacts

 

Please do let me know how you go. 

Cheers,
Melisa

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katied_78
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Re: An unrecognised error occurred - Cards_Invalid_File_Header

Hi Melisa

 

Thanks so much for your help! No more error message.

 

Cheers

Kathleen

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