Unable to restore my Jira core

[Francisco Gomez Balastegui]

An error occured during the import process.

Import again with a different backup file or get in touch with our support team. Include the steps you followed, along with any unique characteristics of your Jira setup.

• Jira is locked for import but no import could be found. This is likely to be a temporary issue and should clear up within one minute. If you continue to see this error, please contact support.

[Angélica Luz]

Hello @Francisco Gomez Balastegui,

Thank you for reaching out to Atlassian Community!

Checking the logs from your site, I was able to find out that the error happened while importing the users. 

Caused by: cloud.atlassian.logmon.laas.api.PrivacySafeException: Privacy-safe boxing of a com.atlassian.idp.client.exceptions.LicenceExceededException
at com.atlassian.idp.client.IdentityPlatformClientImpl.mapStatusCodeException(IdentityPlatformClientImpl.java:530)
at com.atlassian.idp.client.IdentityPlatformClientImpl.mapInputStream(IdentityPlatformClientImpl.java:462)
at com.atlassian.idp.client.IdentityPlatformClientImpl.makeRequestWithEntityBody(IdentityPlatformClientImpl.java:436)
at com.atlassian.idp.client.IdentityPlatformClientImpl.importUser(IdentityPlatformClientImpl.java:270)
at com.atlassian.idp.client.PermsAwareIdentityPlatformClientImpl.importUser(PermsAwareIdentityPlatformClientImpl.java:94)
at com.atlassian.crowd.directory.DelegatingLoggingIdentityPlatformClient.lambda$importUser$2(DelegatingLoggingIdentityPlatformClient.java:82)
at com.atlassian.crowd.directory.DelegatingLoggingIdentityPlatformClient.wrapWithLogging(DelegatingLoggingIdentityPlatformClient.java:402)
at com.atlassian.crowd.directory.DelegatingLoggingIdentityPlatformClient.importUser(DelegatingLoggingIdentityPlatformClient.java:80)
at com.atlassian.jira.bc.dataimport.identity.DefaultIdpSafeOperations.lambda$importUserReturningExisting$11(DefaultIdpSafeOperations.java:244)
at com.atlassian.jira.util.retry.Retryer$Retriable.call(Retryer.java:94)
at com.atlassian.jira.bc.dataimport.identity.DefaultIdpSafeOperations.withRetry(DefaultIdpSafeOperations.java:317)

Since you are importing a backup to a Free site, the number of available seats is limited to 10 for Jira Software, Core, and Confluence and 3 for Service Management.

With this said, you can deactivate the users from the other site or remove them from groups and create a new backup or you can do it directly from the entities.xml. 

On the entities file, search for this information and change the active=1 to active=0. If you don’t know the groups they are members of, let only your account and other two as active since it’s the limit for Service Management.  

<User id="12345" directoryId="1" userName="user" lowerUserName="user" active="1" firstName="" lowerFirstName="" lastName="" lowerLastName="" displayName="" lowerDisplayName="" emailAddress="" lowerEmailAddress="" credential="nopass" deletedExternally="0" externalId="" localServiceDeskUser="0"/>

After that, zip the file and try to import it again.

If it shows any other error, please let us know.

Kind regards,
Angélica

[Francisco Gomez Balastegui]

Hi, @Angélica Luz @It is possible to you to restore my old site? I does not have any backup and it would be important to me to send one week or two week back.

Thanks

[Angélica Luz]

Hello Francisco,

Here through community, we can’t access your old and new site in order to perform such steps. 

I can see that you are a site admin of four sites and a user of three sites, so if you need to restore one of the sites that you are not a site admin, you need to ask for the site admin to add you to the jira-administrators group, so you can create a backup to import to your new site.

[mogavenasan]

Hi @Francisco Gomez Balastegui,

As mentioned in the error message, you should get in touch with Atlassian support via https://support.atlassian.com/contact/.  

[Francisco Gomez Balastegui]

Hi, due to be a free account, when i select my url in the support.atlassian it redirect always to the community