When you forward an email into Crelate, you may see a message that begins “Whoops, something’s not quite right, here’s what went wrong.” The message ends with the reason the email could not be imported. This article explains the three common reasons and how to fix each one.
What the message looks like
The message appears as a dialog and in an email reply. The reason is listed at the end of the message, after “with the following reason.”
Reason 1: Crelate could not find a “From:” line in the email body
What the message says: Emails sent directly to Crelate with no attachments are treated as an email to attach to a Contact Record. Crelate could not find the text “From:” followed by an email address in the body of the email, and asks that the text appear once within the email you are forwarding.
Why it happens: When you forward an email with no attachment, Crelate looks in the body for a line that begins with “From:” and the original sender’s email address. It uses that address to find the matching Contact Record. Most often, the email was meant to create a new Contact Record from a resume, and the resume was not attached.
How to fix it
If you meant to create a new Contact Record from a resume, attach the resume and forward the email again.
If you meant to log an email on an existing Contact Record, open the forwarded email and look in the body for a line such as From: name@example.com.
Make sure that line appears once, and that the address matches the email address on the Contact Record.
Forward the email again.
Reason 2: The “To” recipient could not be matched to a Contact
What the message says: The recipient specified in the “To” line could not be matched to a Contact in your system, and the message shows the address.
Why it happens: Crelate checked the address in the “To” line and found no Contact Record with that email address. This usually appears when you forward an email that you sent to someone.
How to fix it
Search Crelate for a Contact Record with the email address shown in the message.
If the Contact Record has a different email address, add the address from the message to it.
If no Contact Record exists, create one first.
Forward the email again.
Reason 3: “Attachment parsing failed”
What the message says: The message ends with “Attachment parsing failed.”
Why it happens: Crelate could not read the attached resume. This happens most often when the file is image-based or scanned, when the document is not laid out like a resume, or when the file is corrupted.
How to fix it
Replace the attachment with a text-based version of the resume.
If the file may be corrupted, print the document to PDF and attach the new PDF in place of the original.
If you prefer to keep a Word file, re-save it as a .DOCX, or use Open and Repair in Microsoft Word.
Forward the email again with the new attachment.
Errors Uploading Word Documents and Resumes has the steps for each option.
Note: Resume files from Indeed are fully supported in Crelate. Indeed’s Profile download is typically exported as an image-based PDF, which Crelate cannot parse. If you see this message with a file from Indeed, download the text-based PDF or Word resume option instead.
💡 Pro Tip: Check the resume before you forward it. If you cannot select and copy the text in the document, the file is probably image-based and will not parse. Use a text-based version instead.
If the message still appears
Select the Help button in Crelate and start a chat with Support. Include a screenshot of the message and tell us whether the email had an attachment.
Key takeaway
The “Whoops, something’s not quite right” message ends with the reason the email could not be imported. If Crelate could not find a “From:” line, attach the resume or make sure the original sender’s address appears once in the email body and matches a Contact Record. If the “To” recipient could not be matched, add that address to a Contact Record or create one. If the message says “Attachment parsing failed,” print the resume to PDF or replace the attachment with a text-based version.