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Report and dashboard issues

Troubleshoot report generation and dashboard problems: reports not generating, missing data, dashboard not updating, and report delivery failures.

Written by Harrison Kennedy

If a report fails to generate, shows missing data, or won't export, work through the diagnostic steps below.

  • Reports pull from live data at generation time; missing data usually means the underlying records are missing or filtered out

  • Try regenerating the report after waiting a minute (rare transient issues)

  • Use the Editing/Preview toggle in the report editor to see how the report renders

  • Mark the report as Ready before exporting

Report shows missing data

When a report is missing data you expected:

  1. Check the reporting period at the top of the report. The period determines what is included.

  2. Check that the underlying entities (incidents, controls, evidence) are in the date range

  3. Check that the entities are not filtered out by group scope (if your report is scoped to a specific group)

  4. Confirm the entities are in the right status (for example, only Complete controls may be included in a Compliance Posture section)

Report fails to generate

If a report does not appear after clicking + New Report:

  • Wait a minute and refresh the page (occasional generation delay)

  • Check that the template you selected exists (Templates tab on Reports)

  • Try a different template

  • If the issue persists, contact support (article 9.7)

Cannot export

To export a report:

  1. Open the report in the editor

  2. Click Mark as Ready to move it out of Draft state

  3. From the Reports list, find the export action on the report row

If export fails:

  • Confirm your browser allows downloads from app.refresh.tech

  • Try a different browser

  • For very large reports (many pages, many embedded charts), the export may take a moment; wait before retrying

Dashboard data does not match what I expect

If the Home dashboard shows numbers that do not match your understanding:

  • The dashboard is scoped to your role: Organization Admin sees tenant-wide; group-scoped users see group-only

  • The Compliance Workload Forecast shows future deadlines; check whether the items you expected are in the past

  • Counts are calculated live; if you just changed something, give it a moment for the home page to update

Related articles

  • Generating an on-demand report (6.5)

  • The Quarterly Board Report (6.6)

  • The admin home dashboard (6.2)

Related Articles
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