Help Center

Troubleshooting Reports That Won't Generate, Export, or Stop

Large or busy reports can occasionally fail to run, export, or stop. This article covers the most common causes and how to get your report working again. Use it when you see a "400 Bad Request" or "Another report is still generating" message, a report is stuck running, a .csv export has empty cells, or a search misses part of a large report.

 

'400 Bad Request – Current Export in Progress' Error

Possible cause: An earlier report is still exporting.

 

To fix this:

  1. Click the bell icon.
  2. Click Refresh at the bottom of the list.
  3. Wait for the earlier report to finish, and then run your report again.

 

'Another Report Is Still Generating' Message

  • If you didn't run another report, click OK to continue.

 

Report Is Stuck Running

To fix this:

  1. Click the stop (square) icon.
  2. Click your initials.
  3. Click Firm License Information.
  4. Click Reset Browser Cache.
  5. If the report is still stuck, press Ctrl + Shift + I to open your browser's developer tools.
  6. Click and hold your browser's Reload button.
  7. Select Empty Cache and Hard Reload.

Tip: If a hard reload doesn't help, try running the report in another browser.

 

CSV Export Is Blank or Has Empty Cells

This is how exports currently work. .csv and Excel exports copy the on-page layout of the report. In a grouped view (for example, by lawyer, then client, then invoice), each group line exports as a separate row, so many cells are empty. Long reports can also include blank lines marked CONT at page breaks.

 

To fix this:

  1. Pick a detail view instead of a summary or grouped view.
  2. Export to .xlsx instead of .csv.
  3. In Excel, filter out the blank and CONT rows.

Note: Improvements to .csv and Excel exports are planned.

 

Search Misses Part of a Large Report

Large reports load in stages and show a percentage while they load. Do one of the following:

  • Wait for the report to reach 100% before you search or export.
  • Generate the report as a PDF and search the PDF.

 

Large Report Freezes the Page

This can happen with very large reports, such as a full-year General Ledger.

 

To fix this:

  1. Click the stop (square) icon.
  2. Click your initials.
  3. Click Firm License Information.
  4. Click Reset Browser Cache.
  5. Sign back in.
  6. Run the report again for a shorter date range or fewer accounts, and combine the results in Excel.

If the page is still frozen, contact Actionstep Support. Support can end the report request for you.

 

Contacting Actionstep Support

If none of these steps work, contact Actionstep Support. Include the report name, view, filters, the error text, and a screen recording.

 

Additional Resources:

Updated