Export function won’t work

  • Unknown's avatar
    edugr · Member ·

    Trying to use the export function always gives the following error message:

    “There was a problem preparing your export file. Please check your connection and try again, or contact support.”

    It always ends up with this error, no matter the number of posts selected for export. The legacy interface won’t work either.

    Export used to work before, but not anymore.

    Thank you and Happy New Year!

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    justjennifer · Member ·

    Hi @edugr while I’ve flagged your thread for staff assistance, in the meantime could you please try exporting using a different browser to the one you normally use here. Let us know how that goes.

  • supernovia · Staff ·

    Hi @edugr, my tools show you’re currently importing. That could be a stuck import. Is it alright if I clear that and have you try again?

  • Unknown's avatar
    edugr · Member ·

    Hi @justjennifer I tried with another browser as you suggested and the result was the same.

    Hi @supernovia it could be a stuck import. Any imports in the past appeared to have gone through without any problem and there is no current pending import, so it’s alright if you clear it so I can try again. Thanks!

  • Unknown's avatar
    helper-heroponriki · Member ·

    @edugr – I just reset the importer. Could you try again and see if you still have trouble?

  • Unknown's avatar
    edugr · Member ·

    Hi @staff-heroponriki I tried again and still get the same error:

    “There was a problem preparing your export file. Please check your connection and try again, or contact support.”

  • Unknown's avatar
    helper-heroponriki · Member ·

    Thanks for the update! Digging into this further, it looks like the issue may be with the email address we have on file for you.

    Our export tool requires a valid email address to send the export to and when I trigger the export, the system reports a “404 Not Found” error. Since the service you’re using (based on a quick Google search) is a secure email service, it’s very possible they’re blocking us, which would explain the error.

    You can contact their support and have them ensure you can receive emails from *.wordpress.com domains, or, you can simply change your account email temporarily to another email address you have access to that uses a service like Gmail, Yahoo, Outlook, etc., generate the export, then change the email back to the email you’re using currently.

    If changing the email doesn’t work, we’ll need to submit a request to our systems team to investigate which may take some time to resolve. Just let us know!

    Thank you!

  • Unknown's avatar
    edugr · Member ·

    Thank you @staff-heroponriki! As you suggested, I tried changing the email address and indeed the export was carried out successfully!

    The original email received all notifications from wordpress.com except those regarding export, which were completely blocked for some reason.

  • Unknown's avatar
    helper-heroponriki · Member ·

    That’s great news! I’m not sure what it was with your secure email that caused the hiccup with the exporter, but I’m glad we were able to get to the bottom of this!

    Feel free to reach out if you have any questions or require assistance with anything else. We’re here to help!

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