Troubleshoot Data Ingestion Studio
Find the cause of common blocks, warnings and missing options
Overview
This guide explains the most common messages and situations in Data Ingestion Studio, why they happen and what to do. Most issues are safeguards: the Studio stops rather than guessing, so you can make the right decision before data reaches HubSpot.
Access and portals
A portal is missing from Choose an account
A portal appears only when it is connected to the Studio, approved and you've been given access. Ask a Studio administrator to check the connection and your staff access. See Connect HubSpot Portals and Manage Staff Access.
The connection request expired
Connection requests must be started and finished in the same browser session within 10 minutes. Start a new connection from Settings > Connections.
Reauthorisation is required
The connection needs to be renewed or needs new permissions. A Studio administrator should choose Reconnect. Reconnecting turns off automated ingestion for the portal until it's turned on again.
Upload and preparation
The file can't be uploaded
Check the file is CSV or XLSX and within the size, row and column limits shown on the upload screen. Split very large files, or remove unused columns and sheets.
Columns are missing from the preview
Empty columns are skipped automatically for new uploads. In the source preview, choose Columns, select the column and choose Include columns.
Values look wrong after changing the header row
Changing the worksheet or header row resets mappings and preparation, because the columns may have changed. Check the header row first, then prepare and map.
AI header mapping or name splitting isn't available
These features must be enabled for your workspace. Prepare and map the columns manually, or contact Cat Media.
Mapping and values
A dropdown or owner property shows unmatched values
Open the value review from the mapping and choose a HubSpot option or Leave blank for each unmatched value. Processing is blocked until every value is resolved.
A property is flagged as unavailable
The property no longer exists in the portal, or the property list is out of date. Choose Refresh properties in Settings, then map a current property.
Details and review
Dates need clarification
The file contains dates that could mean different days, or time zone abbreviations with several meanings. Choose the date interpretation or the correct region in Details. See Interpret Dates, Times and Time Zones.
The notes file is blocked
A note is missing a valid date, owner or association. Correct the row, add a fallback or owner mapping, or exclude the note in Review. Company and contact files are still available.
The contact file is blocked
Common causes include failed name splitting, conflicting names or event timestamps for the same contact, or invalid occurrence dates. Open the errors in Validation messages and correct the affected rows.
Downloads are hidden
You've changed the import since the files were prepared. Choose Apply changes & rerun to prepare the files again.
Sharing is unavailable
Apply unsaved changes and prepare the files first. Links always open the saved version of an import.
A HubSpot record preview keeps reloading
You may not be signed in to HubSpot in the same browser, or your HubSpot user can't access the portal. Choose Open in HubSpot to sign in or check access.
A file shows File unavailable, or a preview can't load
The file has been removed or replaced, often because the import changed and was prepared again. Reopen the import from history, prepare the files again if needed, and preview the latest version.
Collaboration
The import is open by someone else
Only one person can edit an import at a time. Ask your colleague to choose Release editing, or wait until they leave the import.
Editing lock lost
Your session no longer has editing access, often because the import was moved to another session. Reopen the import from history.
Automated ingestion
Automated ingestion is unavailable
It isn't enabled for the portal, or you don't have access. Ask a Studio administrator. Meanwhile, use Prepare files only.
Automated ingestion rejects the import
Common reasons include mapped consent or subscription properties, notes with owners that don't resolve to HubSpot owners, or event timestamps without a selected marketing event. Adjust the import and prepare the files again.
The import is paused
Read the message in Progress. When the issue is resolved, choose Resume from checkpoint, or Retry segments only if only segments failed.
The HubSpot outcome needs verification
The Studio couldn't confirm whether HubSpot completed a request. Find the matching import, segment or folder in HubSpot and choose Reconcile without resubmitting. Never start the same import again without checking, as this can create duplicates.
Still need help?
Contact Cat Media with the portal ID, import name and the message you see.
What to do next
- Read Data Ingestion Studio Best Practices to prevent common issues.
- Read Track, Stop and Recover an Automated Import for more detail on recovery.