Knowledge Base

How to troubleshoot the User attributes manager


You experience problems with the User attributes manager, for example the CSV file is not imported or your newly-created CodeTwo custom attribute is not replaced with its value.


To troubleshoot your problem, click a link that corresponds to your scenario:

The CSV file fails to import

On importing the CSV file into the User attributes manager, you get the following error:

An error occurred when importing your attributes. Try again.

Usually, this error message is displayed when you try to import the CSV file with values that have additional formatting applied, e.g. because you pasted them into the CSV file directly from different sources like web sites or Microsoft Word files.

To quickly solve the problem, proceed as follows:

  1. Open the affected CSV file in Notepad (on Microsoft Windows) or TextEdit (on MacOS).
  2. Save it as a CSV file once again:
    • in Notepad, for File name, type your file name with the .csv extension; for Save as type, choose All Files, and set UTF-8 as Encoding.
    • in TextEdit, for Save As, type your file name with the .csv extension and make sure that Unicode UTF-8 is selected for Plain Text Encoding.

Such an operation should remove all the unnecessary formatting, letting you successfully import the file into the User attributes manager.

Other causes of the problem

If you still experience the problem, check the following:

  • Make sure your CSV file isn’t missing the first column, UPN, and the users’ UPNs for whom you want to import new attributes' values are listed in the column.
  • Make sure your CSV file uses a correct character to separate values. If not (e.g. because of your locale settings in Windows), you can try to change the delimiter, following the steps in user’s manual.
  • When you save your CSV file, make sure you choose CSV UTF-8 (Comma delimited) as the file format (type).

Imported attribute’s value is cut in the middle (truncated)

The CSV file imports normally – no error messages are displayed. However, when users for whom you edited attributes log in at, the attribute values you entered in the CSV file are not complete but end abruptly at some point (e.g. in a middle of a sentence).

This issue is usually caused by the excessive length of the values you enter in your CSV file. A single attribute value cannot contain more than 255 characters.


The same limit applies to the User info editor ( – your users won’t be able to type/paste a string longer than 255 characters. If they do, the string (value) will be automatically shortened to get the permitted length.

Optionally, if you need to store long strings in your attributes, you might consider splitting a long text between two attributes and then using the attributes next to each other in the template editor, as shown in Fig. 1. 


To avoid a missing space between the last word stored in the first attribute and the first word stored in the second attribute, put a single space between the two attributes in the template editor (see Fig. 1.).

Using two attributes with 2 parts of a long text next to each other.
Fig. 1. Using two attributes with 2 parts of a long text next to each other.

CodeTwo custom attribute is not replaced with its value in signatures / automatic replies

You created a CodeTwo custom attribute in the User attributes manager, as outlined here, and added the attribute to your signature (or auto-reply) template. However, when you use the Preview feature in the editor, the attribute’s value is not shown – you see the attribute’s name in curly brackets only (Fig. 2.). What’s more, the attribute is not replaced with the value when the signature is added to an email (or when the auto-reply message is sent).

CodeTwo custom attribute is not replaced with its value.
Fig. 2. CodeTwo custom attribute is not replaced with its value.

Such a problem occurs if you use special characters in your attribute’s name. To avoid the problem, do not use brackets, quotation marks, colons, etc. when you name your CodeTwo custom attribute.

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