Article | 1 min read

Tip of the week: How to fix the UTF-8 error when bulk uploading users

By Benjamin Goff

Last updated September 8, 2015

Someday (probably on a Monday) you’ll be going about your business when your platforms or software decide not to play nice together. Next thing you know, you’ll get this error message:

“For some reason the data to import was not ready in our servers. Try again. We’ve been notified about this and will solve the problem if there’s a bug. If the error persists, please contact our support team. The error was: invalid byte sequence in UTF-8.”

This error occurs when the file you are attempting to upload to Zendesk is not in a UTF-8 format. The reason that this occurs is because the software that you are using (e.g., Microsoft Excel) is choosing to save the file in a different type of encoding, like ISO-8859, instead of UTF-8.

In this tip of the week we will cover three ways to resolve the UTF-8 error when bulk uploading users. To avoid the error you can:

  1. Use Google Drive
  2. Use Notepad
  3. Try to change the encoding in your software

Head to the forums to see these solutions in more detail

Keep the knowledge flowing! For more tips like this, check out Zendesk’s Tip of the Week collection.