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Report and dashboard issues

If a report fails to generate, shows missing data, or won't export, the cause is usually filtering, timing, or a transient issue. Work through the diagnostic steps to isolate it.

Written by Taylor Laing

Quick checks:

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

  • Try regenerating 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; it determines what's included.

  2. Check that the underlying entities (incidents, controls, Records) fall within that date range.

  3. Check that they aren't excluded by group scope, if the report is scoped to a specific group.

  4. Confirm they're in the right status: for example, a compliance-posture section may only include controls that are in place.

Report fails to generate

If a report doesn't appear after you create it:

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

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

  • Try a different template.

  • If the issue persists, contact support (see Contacting ReFresh support).

Cannot export

To export a report:

  1. Open the report in the editor.

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

  3. From the Reports list, use the export action on the report row. Reports export as PDF or PPTX.

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 doesn't match what I expect

If the dashboard shows numbers that don't match your understanding:

  • The dashboard is scoped to your role. Organisation-wide roles (Organization Admin) see the whole organisation; an Admin scoped to a group sees only that group's scope.

  • Check the date range and group scope selectors at the top of the dashboard.

  • Counts are calculated live; if you've just changed something, give it a moment to update.

  • Some panels show future deadlines rather than past activity, so items you expected may sit outside the window shown.

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