Help > Importing Contacts - Troubleshooting  

Importing Contacts - Troubleshooting

Your CSV file is improperly formatted.

Ninety percent of CSV files that cannot be imported into the Web Mail Address Book are not properly formatted. Even if a file has the .csv file extension, it may not be in the correct format for Web Mail. The file has to be exported as an Outlook CSV file to work with Web Mail.

If you are using Microsoft Outlook, here are the steps for exporting an Outlook CSV file:

  1. Open Microsoft Outlook.
  2. From the File menu, select the "Import and Export" option.
  3. Select "Export to a file" and click "Next."
  4. Select "Comma Separated Values (Windows)" and click "Next."
  5. Select your Contacts folder and click "Next".
  6. Enter a convenient file location and name and click "Next."
  7. Click "Finish."

You can check whether your CSV file is properly formatted by opening the file using Microsoft Excel. If there is no bold "header" at the top of each column, the file is not properly formatted. A correctly formatted file will look like this:

Note the header at the top of each column (Title, First Name, Last Name, etc.). The Web Mail Address Book import tool uses those headers to recognize the data in each column and import the data into the correct fields in the Address Book. (For a list of column headers that Web Mail supports, see the bottom of this page). Here are some tips for ensuring that files exported from Outlook and other email programs and services are properly formatted:

Outlook: When exporting from Outlook, be sure to choose the "Comma Separated Values (Windows)" option when you are prompted to choose a file type.

Yahoo! Mail: When exporting your contacts from Yahoo! Mail, be sure to choose the "Microsoft Outlook" export option.

Mozilla Thunderbird: Choose the "Comma Separated (*.csv)" option when exporting your contacts. (Note: Thunderbird 2.0 and later supports the correct headers. CSV files exported from older versions of Thunderbird omit the headers and cannot be imported into Web Mail).

Another tip: If you have a CSV file that is improperly formatted, you can import that file into Outlook or Outlook Express and then export it from there as a Windows CSV file. The resulting file should work in Web Mail.

CSV files with more than 1,000 contacts can cause the server to time out

The Web Mail Address Book currently supports a maximum of 2,500 contacts. However, when importing a CSV file with more than a 1,000 contacts during peak business hours, the import process sometimes causes the server to time out.

If your CSV file contains more than 1,000 contacts, please try to import it later in the day or early in the morning to avoid peak business hours. Another option is to break up a large file into two or more smaller files and import the files separately.

The import process is successful, but email addresses in your Web Mail Address Book appear improperly formatted.

After importing your contacts into Web Mail, you may notice that email addresses in your Web Mail Address Book look something like this:

/o=SomeName/ou=First AdministrativeGroup/cn=Recipients/

The example above is a Microsoft Exchange-formatted email address.

To make sure that your Address Book data is in the correct format, open your CSV file before you import it into Web Mail and verify that all the columns contain information as you want it to appear in your Web Mail Address Book. You will need to edit any improperly formatted entries manually before trying to import the file into Web Mail.

Supported Column Headers

Here are the Outlook CSV column headers that the Web Mail Address Book supports:

First Name
Middle Name
Last Name
E-mail Address
E-mail 2 Address
E-mail 3 Address
Business Street
Business Street 2
Business Street 3
Business City
Business State
Business Postal Code
Business Country
Home Street
Home Street 2
Home Street 3
Home City
Home State
Home Postal Code
Home Country
Other Street
Other Street 2
Other Street 3
Other City
Other State
Other Postal Code
Other Country
Job Title
Assistant's Phone
Business Fax
Business Phone
Business Phone 2
Car Phone
Company Main Phone
Home Fax
Home Phone
Home Phone 2
Mobile Phone
Other Fax
Other Phone
Primary Phone
Radio Phone
Assistant's Name
Manager's Name
Address PO Box
Web Page
Personal Web Page