Reporting Guide Troubleshooting
Trouble Shooting Reports
On this page
Part of the Reporting guide.
“One part of this report is missing”
A report is counted in parts: one per account, and sometimes more than one per account (an activity report counts emails, calls, texts and so on separately). If a part cannot be counted, the rest of the report still shows, and a box names the part and the reason:
| Reason | What to do |
|---|---|
| It took longer than 30 seconds | Each part has 30 seconds. Pick a shorter date range, remove a breakdown or add a filter, then try again. |
| Open Leads could not connect to the database server the account is on | Usually brief. Click the refresh button in a minute. |
| The data was busy being updated | Try again in a minute. |
| Anything else | The box shows a reference code. If it keeps happening, send the code to support so we can find it straight away. |
Numbers shown with a missing part are correct for what they cover, but incomplete.
The numbers do not match the Leads page
- Archived leads are left out unless you tick Include archived leads.
- Dates by: a Date created report counts leads that came in during the range; a Date last modified report counts leads changed during it.
- Access: reports follow your role, like the Leads page. Someone who sees all leads gets bigger numbers than someone who sees only their own.
- Row limit: rows past the limit are folded into Other, or left out if you untick Group the rest as “Other”.
- Filters: check Only include in the builder; library reports may come with filters set.
Rows add up to more than the total
A lead can have several assigned users or types. Broken down by Assigned user or Type, it counts once in each of its rows, so the rows can add up to more than the total. The total row counts each lead once.
A report is empty
- Check the date range and the filters first.
- Reports marked New only have data from the day tracking started.
- Some reports (form views, Pipeline over time) are only shown to admins and people who can see every lead; a note says so.
- Speed to lead with All time only looks at the last 12 months.
A report is slow
Reports over All time, several accounts, or two breakdowns on large accounts take longest. Results are kept for five minutes, so the second look is instant. A shorter range or a filter makes a big difference.
A lead list says it stops at 5,000
One list shows up to 5,000 leads. Click a smaller number, or add a filter, to list the rest.
A scheduled email did not arrive
- Check My schedules: a schedule shows as paused if the person who set it up lost access to the account or the report was deleted.
- Emails go out within about five minutes of the time set, in the time zone of the person who set it up.
- Recipients whose user has been disabled are skipped.
- Use Send me a test now to check the email reaches you, and check your spam folder.
I cannot see Reporting on another account
You need the Reporting permission on your role in that account, Reporting switched on for it on the Groups page, and the account must be in the same organization. See the article on accounts, groups and who can see what.