Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
An export was started and nothing ever arrived. Five causes, in the order you should check them.
Symptoms
- No email with a download link.
- The link is there and no longer works.
- The file arrived and is smaller than expected.
One: it is still running
Large exports take hours rather than minutes. Before treating it as a fault, check how long it has actually been, and whether the account is large.
Two: the notification went elsewhere
It goes to the address of the admin who started it. Check the spam folder, and check it was you who started it rather than a colleague.
Three: the link expired
Download links are deliberately short-lived. An export started on Friday and opened on Monday is usually this. Start it again and download promptly.
Four: the file is truncated
Exports have size limits, and a very large one can come back partial. Compare the row count against what you expected, because a truncated file looks complete.
Five: the permission was removed
Where data export has been restricted to named admins, the option may appear and the export never complete. Check who holds that permission.
Before contacting us
Note what you exported, when you started it, which address should have received it, and whether the account is large. That is enough to trace it without going back and forth.
Then contact pluscloud support with those four details.
Comments
0 comments
Article is closed for comments.