Online Help

Troubleshooting Reports

This page covers the most commonly observed issues when running or authoring reports in AlloyScan, organised by symptom. For each symptom you find the likely cause, where to verify it, and the resolution steps.

Symptom: Report viewer shows a red error banner

Likely cause: The report engine failed to render the template. Built-in templates have been observed to surface this banner intermittently; for custom templates the layout itself may be incompatible with the upgraded viewer.

Where to verify: - The Report viewer body — the red error banner appears at the top of the rendering area with the body left blank. - Admin Center > Site Settings > Logs > Security and Notifications logs for any correlated entry around the time of the failed render.

Resolution: 1. Close the Report viewer with the modal close control. 2. Reopen the report from the Reports list and try again — transient renders sometimes succeed on the second attempt. 3. Open a different report template from the same site to determine whether the issue is template-specific. 4. If the banner persists on a custom template, open it in DESIGN mode and re-save — the upgraded Stimulsoft toolbar can surface legacy-template compatibility issues that re-saving repairs. 5. If the banner persists on a built-in template, contact support with the instance URL, site slug, report name, and the timestamp of the render attempt.

Symptom: Report renders but produces no data rows

Likely cause: The template's filters or scope do not match the current site's inventory. For example, the Not Audited template is legitimately empty on a brand-new site that has no audit history, and the Software change history template is empty when Change tracking is OFF or its General software sub-attributes are not enabled.

Where to verify: - The report parameters and filters surfaced in the viewer. - The site's inventory via Inventory on the left rail — confirm there are records of the device or software class the template targets. - Admin Center > Site Settings > Settings > Change tracking — for change-history templates, confirm the master toggle is ON and the relevant category sub-attributes are ticked.

Resolution: 1. Relax any over-restrictive filters in the template parameters. 2. Run the report on a site with representative inventory. 3. For change-history templates, enable Change tracking and the relevant sub-attributes, then wait for the next audit cycle to populate change events before re-running the report.

Symptom: Export from the Report viewer fails or produces an unexpected file

Likely cause: The render itself failed before the export was generated, or the chosen format is not the one you expected.

Where to verify: - The Report viewer body — confirm the report rendered successfully in PREVIEW before clicking the download icon. If a red error banner is visible, the export draws from an unrendered state. - The download menu on the toolbar — confirm the format you intended is selected.

Resolution: 1. Resolve any render error first using the steps under "Report viewer shows a red error banner". 2. Re-open the download menu on the toolbar and select the format explicitly. 3. If the resulting file does not match the on-screen output, capture the instance URL, site slug, report name, and timestamp, and contact support.

Note: The exact set of export formats available from the toolbar's download menu may vary by deployment.

Symptom: A custom report you created is missing from the Reports list

Likely cause: The template was saved against a different site, or you are signed in to a different site than the one where it was created. Reports are site-scoped.

Where to verify: - The site switcher in the header — confirm you are on the site where you originally created the report. - The Reports list under the Default View selector — switch views or clear filters to reveal hidden rows.

Resolution: 1. Use the site switcher to move to the originating site. 2. Reset the Default View and any filter applied to the Reports list. 3. If the template is genuinely missing, recreate it via + New or re-import it via Upload.

Symptom: Multi-site reports does not appear in your Admin Center

Likely cause: Your account is not a Global Administrator. Multi-site reports are exposed only at the instance scope.

Where to verify: - Your role on the current site (Administrator / User) and your global-scope permissions. - Admin Center > App management — the Multi-site reports entry is in the global sidebar.

Resolution: 1. Ask a Global Administrator to run the cross-site report on your behalf. 2. Where appropriate, ask a Global Administrator to grant the necessary instance-level access.

When to contact support

Open a support case with the following information when a report issue persists after the steps above:

  • Instance URL and site slug.
  • Report name (built-in template name or custom report name).
  • Mode in use (PREVIEW or DESIGN).
  • Export format attempted, if applicable.
  • Browser and version.
  • Timestamp of the failed render.