The most common cause of this in a standard journal template is corruption in the template itself. If you have a journal template that has been overwritten a number of times, this can cause the template itself to hold invisible values in the background which are then picked up by Dimensions. In this situation, your journal will appear to have the correct values and settings, however, the file in the background is retaining old information, causing the data to become confused when the upload is done.
If this is the case, please ensure that you are using an original, blank copy of the journal template for each new journal rather the one where figures have either been removed or overwritten.
If using a blank copy of the template does not work (or you do not have a bank copy of the template available), our support team will need to investigate, run scripts or liaise with the hosting or development teams. Any Issues with contacting us, please see the following Get support in Dimensions.
Journal upload template not working as expected
Updated over a month ago