Troubleshoot MyGuide 11 import

Open Settings > Account > Import and read the connection, individual Guide, or batch result that failed. A discovery error, conversion failure, and compatibility warning need different recovery.

Connection or discovery failure

• User ID or API key rejected: enter valid credentials and select Verify and replace account, or Link account if disconnected.
• Import paused: reconnect the original source account. A different valid account does not resume that batch.
• Unable to reach MyGuide 11 / did not respond in time: retry after the source service or connection recovers.
• No Guides returned: confirm the connected user ID, then select Refresh libraries.
• Could not load import progress: reopen Import after reconnecting. This notice alone does not mean conversion stopped.

A failed credential replacement preserves the previous saved connection.

Source content failure

If the message says the Guide has no compiled MyGuide 11 data, open and save it once in MyGuide 11, then retry.

For missing or unreadable media, confirm the source resource still exists and is available to that source account. A missing optional cover can be skipped; a failure reading required media can stop conversion.

If a size or complexity limit is reported, simplify the source or ask support to inspect it. Raw Guide data has a 32 MiB limit; each downloaded media file is limited to 50 MB (50,000,000 bytes). Discovery also limits the returned library list and Guides per library. These are separate from CareMap package-upload limits.

Destination or storage failure

Conversion uses the personal MyGuide 11 folder. Check personal authoring access and Settings > Account > Usage. Selecting an organization does not move the conversion or charge its storage instead.

A failed conversion can leave a partial Guide and accepted media. Do not assume failure removed them or recovered their storage.

Retry a partial conversion

Use Retry for an individual failed Guide, or Retry failed guides for failures in a completed batch.

Retry resumes the saved plan and accepted progress when available. It does not necessarily reread source changes. If the destination was edited, CareMap preserves those edits and stops rather than overwriting them. If it was removed, CareMap does not automatically recreate it from an existing checkpoint.

For no resumable checkpoint, an edited destination, or a removed destination, inspect the retained result and ask support about recovery. Repeated Retry or deleting the partial Guide is not a general reset procedure.

Completion with warnings

Import complete can include failed batch items. A converted Guide can also have unsupported content omitted. Inspect per-Guide results and Import compatibility.

For help, provide the source library/Guide name, visible status, destination, and error through an approved channel. Do not include the API key.