If you have trouble uploading your CSV file when adding contacts to Weave, use these common troubleshooting tips.

Formatting Errors

Your CSV must be formatted correctly to successfully upload. For more information about the required formatting for a CSV file, see Upload Contacts via CSV.

Here are some additional Excel formatting resources:

Family groups cannot be added via CSV.

CSV Fails to Upload

Weave will let you know when your file has been successfully uploaded. Weave will also alert you if any files have mild (yellow) or critical (red) formatting errors on the Upload Preview Page. If needed, correct any formatting errors found and click the re-upload button. Click on the Filter Columns icon and remove unnecessary columns to expand the view of the columns you wish to see more info in. 

Note: You can override Mild formatting errors and upload the CSV. Critical errors can be ignored but the row with the error will not upload. 

If you don't see a success screen upon uploading your CSV file, and the page fails to load or looks blank then you may have one of these two common issues:

Computer time is not synced with the Universal Time Coordinate (UTC)

For example, if you have set the time on your computer to be five minutes ahead of the UTC time this can cause problems. Follow the instructions in the links below to correct the time on your computer:

Ghost Columns

A Ghost Column on a spreadsheet looks empty but actually contains data. 


Because Ghost Columns are invisible you won’t see them in Excel. Excel always shows an infinite number of “potential columns” if you scroll to the right. However, Ghost Columns usually cling to the immediate right of the last valid column with data in it.

How do I know if I have a Ghost Column?

To see the data in the columns, you need to open the CSV file with a basic text editing program like NotePad or WordPad:

  1. Navigate to the file in your internet browser
  2. Right-mouse click and choose Open with
  3. Select the program you wish to use (typically NotePad)

The file will open in a raw format - no pretty lines like in Excel. You will see all the same data, one row on top of the other.

Between each entry on a row is a comma, which represents a dividing vertical line, AKA a column divider. If there are Ghost Columns, they will appear as multiple commas side-by-side.

Since each comma is a divider, two commas back-to-back mean there is a blank spot in the row. Usually, you will see these duplicate commas to the right of patient data. Please note that there will always be one comma at the end of a row, representing the final boundary of the last valid column.

How do I get rid of a Ghost Column?

There are two ways to get rid of a Ghost Column:

Remove the Ghost Columns from NotePad
(or other basic text editing program)
Remove the Ghost Columns from Excel
(or other spreadsheet program)

1. Delete the extra commas on each row

2. Save the file

1. Count the number of extra commas in NotePad

2. Delete the corresponding amount of columns in Excel
(if you're unsure of how many columns to delete, it's never a bad idea to just delete a bunch of them)

3. Save the file


Tip: If you want to test the file after saving it, you can reopen it again with Notepad to see if the extra commas have vanished. 

Try uploading the CSV file again in your Weave Portal. Assuming no other errors appear, you should see the Success Screen this time. Congratulations, the ghosts have been banished! 

Duplicate Contact IDs

Weave will only upload one contact per unique ID. If there is a duplicate contact where they have the same unique ID, Weave will only upload the first contact.

Remove Duplicates Before Uploading Your CSV File

Before you upload your CSV file into the Weave Portal, check for duplicates within your spreadsheet. 

How to check for duplicate IDs in Microsoft Excel 

  1. Open up your excel spreadsheet
  2. Select all data
  3. Click Data in the toolbar
  4. Select Remove Duplicates
  5. Select the column of the unique ID (the column that will be identifying duplicates)
  6. Select OK 

Done! You will receive an alert message with the items removed. This means that all duplicates will be removed from the spreadsheet. 

How to check for duplicate IDs in Google Sheets

  1. Open up your Google Sheets spreadsheet
  2. Select the column you are checking for duplicates (you should be checking the unique ID column)
  3. Click Format
  4. Click Conditional Formatting
  5. Click Add New Rule
  6. Set Format cells if to: Custom formula is: 
  7. Set value to: =countif(A:A,A1)>1
  8. Set the formatting style
  9. Ensure the range applies to your column (e.g., A1:A100)

Done! Anything you write in the A1:A100 cells will be checked, and if there is a duplicate (occurs more than once) then it will be colored. For multiple columns, use countifs

Still unsure how to do it? Watch this video

Remove Duplicates After Uploading Your CSV File

If you did not remove the duplicates before uploading your CSV file, you will receive the error message that says Success… Almost if there are duplicates or other errors.

Weave only shows the first 50 errors, so if there are more than 50, you will need to check for errors and/or duplicates within your spreadsheet.

Since Weave uploads the first contact (from the top of the spreadsheet) with a specific unique ID, the others will not be uploaded. 

We recommend checking your duplicates to ensure that the top one (first one) has the correct information that you want uploaded into Weave. 

  • If yes, then no need to take any action. The duplicates simply will not be uploaded into Weave.
  • If no, then you will need to re-upload the CSV file after removing duplicates to replace the original contact that was uploaded from the first CSV upload.

Generating a Unique ID

Some Practice Management Software or data bases may not assign a unique ID to each customer. Weave uses the unique ID to store that patient's data. Since this is a required field for the CSV upload, follow these instructions on how to assign or generate a unique id in Excel.

Download a CSV from Your Practice Management System

You may be able to export a CSV with customer information from your practice management system. The way to do this varies based on your system, but here are some tips for finding and exporting the CSV.

  • Within your system of record, find the patient/customer list to export. If you're having trouble, look for these keywords:
    • Reports
    • Patient demographics
    • Contact information
  • Choose the fields you want to export, such as
    • Unique ID (required)
    • First Name (required)
    • Last Name (recommended)
    • Mobile phone (recommended for call pop)
    • Home phone
    • Work phone
    • Email
    • Gender
    • Date of birth
  • Download or export the CSV and make sure all fields are present
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