Why am I getting this error when trying to import answers using the Data Import Wizard?
Data Import Wizard
Oracle Service Cloud
"Unexpected end of file while parsing Name has occurred."
"Root element is missing."
These errors are known to occur when the user attempts to import bad HTML data. It will also occur if pasting bad HTML directly into the Source of an answer. There is a checker in place to look for bad HTML that will cause a problem and provide a warning to the user, however it doesn't always catch bad code. In these cases, other errors occur that do not indicate what the problem is.
One example is if you have a row of data where there is a start tag for a conditional section but no end tag. It is recommended to look through your import data to make sure there are no coding mistakes. It can be helpful to import the data in smaller amounts to narrow down the data row(s) which are causing the problem.
Here is an example of a bad import file data which will result in the error:
1. "Answer ID","Summary","Answer"
2. 9555,"Summary","Answer content <rn:answer_section title=""Here is the conditional section answer content"" acc"