Troubleshooting: Export Failing or Generating Incorrect Data

Problem

When running a data export using a template in Settings > Exports:

1. The export job fails to start or remains stuck in Queued or Processing.
2. The export job completes with a Failed status.
3. The export completes successfully, but the downloaded file (CSV or Original Files Zip) is empty, missing expected data, or contains incorrect information.

Common Causes

1. Incorrect Template Configuration:
   • Filters: Filters defined in the export template are too restrictive or use incorrect values/operators, resulting in no records matching the criteria.
   • Fields: Incorrect fields selected, or fields selected that don't contain data for the filtered records. For "Original Files" exports, the underlying documents might not have associated files.
   • Module/Submodule: Wrong Module/Submodule selected for the data you intend to export.
2. Data Permissions: The user running the export lacks the necessary Data Permissions to view the records that should be included in the export. The export only includes data the running user can see.
3. No Matching Data: There simply are no records in Zudello that match the template's filters for the selected date range or other criteria.
4. Large Export Timeout: Exporting a very large volume of data (many records or large original files) might exceed processing time limits, leading to failure.
5. Permissions: The user lacks the necessary permissions to run exports (SYSTEM:EXPORT#CREATE) or view the specific Module/Submodule data ({Module}:{Submodule}#VIEW).
6. Platform Issues (Rare): Temporary issues with Zudello's export processing service or background task queue.

Troubleshooting Steps

1. Check Export Status and Errors:
   • Go to Settings > Exports > Ready Exports.
   • Find the relevant export job. What is its status?
   • If Failed, are there any error details available (check logs if admin/staff)?
2. Review Template Configuration:
   • Go to the Templates tab. Find the template used for the export and click Edit template.
   • Module/Submodule: Is the correct data source selected?
   • Filters: Carefully review each filter. Are the fields, operators, and values correct? Are they unintentionally excluding the data you expect? Try temporarily removing filters to see if any data exports.
   • Fields (CSV): Are the correct columns selected? Are you sure these fields contain data for the records you expect?
   • Export Type: Is it set to "CSV" or "Original Files"? Does this match your expectation?
3. Verify Data Permissions (Admin Task): Check the Data Permissions assigned to the user who ran the export. Do they have visibility rules that would prevent them from seeing the data matching the export filters? Try running the same export template as an administrator with broader access.
4. Check for Data Manually: Navigate to the relevant Module/Submodule in the main Zudello UI. Apply the same filters used in the export template. Do any records appear in the UI? If not, then no data matches the criteria.
5. Reduce Export Scope: If dealing with a potentially large export:
   • Add more restrictive filters (e.g., shorter date range, specific supplier).
   • Reduce the number of fields selected in the template (for CSV).
   • Try running the modified template again. Does a smaller export succeed?
6. Check Permissions (Admin Task): Verify the user has SYSTEM:EXPORT#CREATE and the necessary {Module}:{Submodule}#VIEW permissions.
7. Check Zudello Status Page: Visit status.zudello.com for any platform incidents affecting exports or background tasks.
8. Retry Export: Sometimes temporary glitches occur. Try running the export again.

Need Help?

If exports consistently fail or produce incorrect data after checking these steps, contact Zudello support. Provide:

• The name of the Export Template used.
• Screenshots of the template configuration (Filters and Fields).
• Details of the expected vs. actual data in the export file.
• The approximate time the export was run.