Troubleshoot uploads and exports

Uploads depend on allowed file type, size, storage permission and the owning record state. Exports depend on your access, available source data and browser download settings. Diagnose those before retrying with multiple duplicate files.

In the app: /reports

Before you start

• Keep the original file and note its extension and approximate size.

• Use non-sensitive filenames and never upload credentials, secret keys or unnecessary personal data.

Step by step

1. Confirm the correct owning surface

Upload a project file in Assets, vendor evidence in the relevant vendor panel and respondent attachments in the form that requested them.

2. Check file eligibility

Verify the extension, size and any page-specific requirement. Rename ambiguous files but do not merely change an extension to disguise an unsupported format.

3. Check access and record state

Confirm you can edit the project or response and that it is not completed, archived, cancelled or locked.

4. Run the export from its source

Use the survey, evaluation, business-case or report export control. Wait for generation and allow the browser download or print dialog.

5. Validate the result

Open the downloaded file and check date, scope, filters and expected rows before sharing it.

What happens next

• Store exported files under your organisation’s access and retention controls.

• Use version history for a replacement of the same project artefact rather than creating indistinguishable duplicates.

Troubleshooting

An upload stops immediately

Check the file type and size, then try the original from a stable connection. A zero-byte or partially synced cloud file must finish downloading first.

An export produces no browser download

Allow downloads or pop-ups for the site, retry once and check whether the action opened a print preview.

The export is empty or incomplete

Check active filters, response status and your access to the source records. Missing evidence remains missing in the export.

A generated document fails repeatedly

Record the format, project or survey, time and visible error, then contact support without attaching confidential source data unless requested securely.