Viva Engage - Import users with CSV fails with Failure Reason: Unclassified

Anonymous
2025-02-02T23:39:32+00:00

What reason are import failures on Viva Engage occuring with Failure Reason: "Unclassified" and how can this be resoved?

Microsoft 365 and Office | Microsoft Viva | Viva Engage

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Anonymous
2025-02-05T10:12:34+00:00

So far no solution, however the case is being escalated to MS Engineering for more effort.

Until solved, there is a workaround by using Entra to upload users via the bulk operations option shown below:

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  1. Anonymous
    2025-02-03T01:47:31+00:00

    Dear MikeGeeX,

    Good day! Thank you for posting to Microsoft Community. We are happy to help you.

    We're sorry to hear about the issue you're encountering with user import using CSV in Viva Engage, resulting in the "Unclassified" failure reason.

    After conducting some searches, we haven't found an official article or similar experience for this specific error. We recommend that you try the following steps:

    1. Change to Another Network: Sometimes, network issues can cause import failures. Switch to a different network and attempt the import again.
    2. Use a Different Browser in InPrivate Mode: Try using a different browser and enable InPrivate mode (or Incognito mode) to avoid any caching issues.

    For your reference: Manage a community in Viva Engage - Microsoft Support

    If the issue persists, we recommend further investigation by the related Online Support team, as we have checked the service health dashboard on our end and found no related incidents. They can collect the HAR logs while reproducing the problem for deeper analysis.

    Please connect with your Microsoft 365 admin to involve the Online Support team for further assistance. They can raise a new service request from the Microsoft 365 admin center so that the related team can investigate further.

    About how to find the admin in your organization, you can see How do I find my Microsoft 365 admin? - Microsoft Support

    For admin reference: Get support - Microsoft 365 admin | Microsoft Learn

    We apologize for redirecting you to the related support team, but the moderators in this community have limited resources for further investigation from backend service. This will help you get a quicker resolution to your problem.

    We appreciate your patience and understanding. Have a great day!

    Sincerely，

    Rhoda | Microsoft Community Moderator

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  2. Anonymous
    2025-02-03T03:59:06+00:00

    I tried the same steps in a private Edge browser and incognito Chrome browser. With the same result. In addition, I used a that file previously succeeded with just two names, and it still fails on multiple communities with the same reason "Unclassified". As a result, I opened a support case with Microsoft Support: Case# 25****00****1***.

    [PII masked by MSFT]

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  3. Anonymous
    2025-02-03T07:26:39+00:00

    Dear MikeGeeX,

    Thank you for posting back and sharing the update with us. We truly hope the Online Support team can help resolve the issue soon.

    Please feel free to post new threads in this community whenever you have other questions. We are always here to assist you.

    Wishing you a wonderful day! Stay safe and healthy! 😊

    Sincerely,

    Rhoda | Microsoft Community Moderator

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  4. Anonymous
    2025-02-05T09:49:07+00:00

    Hi Mike,

    I've just come across this same error, same troubleshooting you've done. Have MS reached out to you yet?

    Josh

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