Your large import seems stuck or slow
If your import has been running for a long time without obvious progress, this page will help you understand what’s happening and when to take action.
What to expect
Section titled “What to expect”The progress screen shows a live count of records processed, updated from the server every few seconds. For small imports (under a few thousand rows) the import finishes in under a minute. For larger imports the rate depends on whether MapleGather needs to resolve many cross-references and relationships:
| Import size | Typical duration |
|---|---|
| Up to 5,000 members | Under 2 minutes |
| 5,000–50,000 members | 2–15 minutes |
| 50,000+ members | Up to an hour; may vary |
How to fix it
Section titled “How to fix it”“The progress bar hasn’t moved in several minutes.”
Section titled ““The progress bar hasn’t moved in several minutes.””First, check whether the browser has lost connection to MapleGather’s live event stream:
- Reload the page. The progress screen refreshes its view from the latest server state — it will not restart your import.
- If the count is moving, the import is running fine — your browser had lost the live connection temporarily.
- If the count is still stuck at the same number after reloading, the import may be processing a batch of complex relationship links. Wait another 5 minutes before acting.
“The progress screen says ‘Import queued.’”
Section titled ““The progress screen says ‘Import queued.’””This is expected behavior when a second import is started while one is already running. Per-organization imports run serially: the second import waits until the first one finishes before starting. The screen shows an estimated start time when available.
You don’t need to do anything. When the first import completes, the queued import starts automatically.
“The import has been running for over an hour.”
Section titled ““The import has been running for over an hour.””For very large imports (100,000+ rows with complex relationships), one hour is within the expected range. If you are past two hours, contact support from the progress screen by selecting Contact support. Include the import ID shown on the screen — support can see the server-side status of your job.
“I want to cancel and start over.”
Section titled ““I want to cancel and start over.””You can cancel the import at any time by selecting Cancel import on the progress screen. MapleGather shows a confirmation dialog: select Stop importing to stop now. Any rows already committed remain in your system — they are not automatically removed.
If you want to reverse what was already committed after cancelling, you can use the undo option from the import history within 48 hours. See Undo a committed import.
If that didn’t work
Section titled “If that didn’t work”Select Contact support on the import progress screen. Include the import ID shown on the page so support can look up your job’s server-side status directly.