Most export issues are either timing issues, data issues, or stale-file issues. The right fix depends on the status and what changed since the export was requested.
If an export is queued or running
- Wait a short while for large reports or PDFs.
- Refresh the page or use the status link where shown.
- Avoid repeatedly requesting the same file unless the first job has clearly failed.
If an export failed
- Try regenerating if the action is available.
- Check whether required data is missing, such as a route with no stops or a plan with no saved layout.
- If it fails again, contact support with the event name, document type, and approximate time you requested it.
If an export is stale
- Regenerate after changing payments, compliance, participant list, ticket data, transport routes, stage schedule, or site plan layout.
- Download the new completed export and avoid sharing the old copy.
When to contact support
- The same export fails again after you have checked the source data.
- A completed file cannot be downloaded by someone who should have access.
- The status does not move after a reasonable wait and no retry option is available.
When support needs to investigate, the useful details are event name, module, export type, status, and what changed before the failure. A screenshot can help, but the record names help more.
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