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, and so can the names of the affected participants, tickets, routes, or documents.
Need generated files that stay tied to the event?
Find invoices, ticket PDFs, transport job sheets, site plan exports, running orders and reports under the event that produced them.
Related articles
Document Centre Overview
Find generated reports, invoices, tickets, site plan visuals and snapshot bundles, running orders, transport job sheets, statuses and secure downloads across your events.
Generated Export Lifecycle
Understand queued, running, completed, failed, expired, regenerated, and downloaded export states.
Secure Downloads and Expiry
Understand why generated files use controlled download links and why old files can expire.