Automattic / Automattic/jetpack

Jetpack CRM Contact page: Importing .csv contact file failed but with different error messages depending on the server environment

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#39,559 3 comments 0 reactions 0 assignees View on GitHub
[Platform] Simple [Plugin] CRM [Pri] Normal [Status] Priority Review Triggered Bug Triaged
Dominant language
PHP
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Description

### Impacted plugin

CRM

### Quick summary

Importing contact from a .csv file failed, but with different error messages. The error happened in a local and a live/Instawp hosting environment suggesting a relation to the server environment. These are tested against two .csv files downloaded from the Jetpack kb sample file, and a file exported from the manually added contacts. Testing with a series of older Jetpack CRM files results in the same error messages. This affected Jetpack CRM 6.4.4 – 6.4.1

### Steps to reproduce

Download sample file
1. Get the .csv file from the Jetpack CRM kb site: https://kb.jetpackcrm.com/knowledge-base/what-should-my-csv-be-formatted-like/] [Jetpack CRM_ Example CSV Import File - Contacts.csv](https://github.com/user-attachments/files/17160748/Jetpack.CRM_.Example.CSV.Import.File.-.Contacts.csv)

2. From the contacts drop-down menu on the Contact page select Import
3. Choose and upload the selected .csv file
4. Notice the error message

OR
1. Manually add contacts on the Contacs page
2. From the contacts drop-down menu on the page select Export
3. Without deselecting any fields, click Export
5. Import the resulting .csv file to another Jetpack CRM installation
[exported-Contacts-27-09-2024_4-32-am.csv](https://github.com/user-attachments/files/17160756/exported-Contacts-27-09-2024_4-32-am.csv)
4. Notice the error message

### A clear and concise description of what you expected to happen.

Both .csv files are valid and correctly formatted, especially the exported version because it was generated from the Jetpack CRM contacts page. It should have passed the step:1 Upload. Or it generated a bogus file.

### What actually happened

The error messages
![error-upload-cvs-on-localwp](https://github.com/user-attachments/assets/2c891533-e685-4042-ba70-72b709f184d3)

From the Local wp environment: `“There was an error processing your CSV file. Please try again.”`

![error-upload-cvs-on-hosting](https://github.com/user-attachments/assets/c640501b-6c4e-42e6-9004-547128404884)

From the Instawp envinment: `“Your file is not a correctly-formatted CSV file. Please check your file format. If you continue to have issues please contact support.”`

### Impact

One

### Available workarounds?

No and the platform is unusable

### If the above answer is "Yes...", outline the workaround.

_No response_

### Platform (Simple and/or Atomic)

Simple, Self-hosted

### Logs or notes

**Environment**
**Local wp**
WP 6.6.2
Jetpack CRM 6.4.4 and backwards 6.4.3 – 6.4.1
Classic theme Twenty Twenty
No other plugins installed

**Hosting (InstaWP)**
WP 6.6.2
Jetpack CRM 6.4.4 and backwards 6.4.3 – 6.4.1
Block theme Twenty Twenty-Four
No other plugins installed

Contributor guide

Open the contributing guide

Research direction

Start by reproducing the Contact-page CSV import with the linked sample and exported files in the reported Local WP and InstaWP environments, then compare the two error paths. Done means both valid CSV files pass the upload step and produce a consistent, actionable result across the tested environments.

Written by the indexing model from the issue text.

Assessment

Tech stack
php, wordpress
Domain
backend
Issue type
Bug
Difficulty
4/5
Estimated time
3-5 days
Activity status
Stale
Clarity
Mostly clear
Newbie friendliness
35/100

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