Troubleshoot a CSV file
If you're still experiencing issues, feel free to get in touch with us through the Intercom chat embedded in our application. We'll be happy to look at your CSV files and try to troubleshoot your issues.
Check the file extension
Spreadsheet documents (XLS, XLSX, ODS, etc.) can typically be exported to a CSV file, but they cannot be uploaded to Keatext as is. Your file should be openable in a plain text editor like Wordpad or Notepad and have an extension like CSV or TSV, otherwise it probably won't load properly.
Check the file encoding
Your file should be encoded with UTF-8, otherwise special characters like accents may look garbled in the application and may not be recognized properly during the analysis. Additionally, line endings should use a carriage return and a line feed, otherwise Keatext won't know where lines begin and end.
If this sounds like gibberish to you, you might want to upload your CSV data to a tool like CSV Lint, which will diagnose common issues and fix some of them. Be careful if you're trying to validate private data—CSV Lint keeps a public list of validation reports.
Check the file size
Keatext can only import CSV files that take up less than 100 MB of disk space. If your file is too big, you may want to split it into smaller files and import them to separate datasets.
Check the date formats
Keatext can use dates to try and detect trends in your customer feedback. To be usable, dates need to be in a separate column in your CSV data, and they must be written in a format that Keatext understands. For a list of date and datetime formats that Keatext supports, see Supported date formats.
Since certain date formats can be ambiguous (for example, does 16/09/15 refer to September 16, 2015, or September 15, 2016?) you should tell Keatext which format to use when you import your data.