User Upload job stuck on VALIDATING status

Issue details

Some customers have reported an issue with the User Upload feature where the job will seem to run, but then gets stuck during the process. The status field changes to "VALIDATING", but never progresses and the job does not complete. In addition, xMatters might display the following error message (line breaks added for legibility):

Your Request Was Unsuccessful Because Of The Following:
failed to lazily initialize a collection of role:
could not initialize proxy - no Session

This behavior has been reported across several On-Demand instances.


This error is related to the way the system attempts to add users from different countries during the User Upload process. The issue is that the default "Company Supervisor" role most likely being used to run the User Upload job does not include the default permission required to view the countries configured in the system. 

Note: The following instructions are for a default deployment, and may not reflect your instance. For help with these settings, or if you cannot access the indicated features, contact your Client Success Manager for assistance.

To add the permission:

  1. In xMatters, on the Admin tab, in the Permission menu, click Functions.
  2. On the Functions page, click the Company Supervision link.
  3. On the Function Details page, in the Common Tasks menu, click Modify Permission.
  4. On the Permission page, select the view.screen.Countries entry in the Available Permissions list, and then click Add.
  5. Click Save.

You should now be able to run your User Upload job without the issue.


xMatters internal reference: DTN-4663, APO-9662




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