Introduction

This article outlines the most common issues encountered when working with new custom reports, such as discrepancies, delays, scheduling problems, and visibility errors.

Each chapter addresses one of the most common questions about report data or report performance.

Why am I seeing data discrepancies in new custom reports?

Several factors can cause reports to show incomplete or mismatched data:

• User status and visibility: Expired and deactivated users may be excluded based on your filters. Make sure that you are including all relevant user statuses.
• Power User visibility: Power Users must have access to all resources shown in the report, such as users, courses, and branches. If they lack visibility, data may not be shown.

• Relative versus absolute date filters: Using relative filters (for example, “last 7 days”) causes data to change each time the report is run. Use absolute dates instead.

  Please note! Reports include data only up to 12:00 AM UTC, regardless of your local timezone.

  Example: Running a report on March 7 at 11:00 PM PST captures data only up to 4:00 PM PST on March 6.

• Report logic: Some reports are designed to show only specific data. For example, the Users – Courses enrollment time report only includes users who have not yet completed a course.
• Manual versus scheduled reports: Scheduled reports may reflect older data if updates happened after they were queued. Manually run reports usually include the most up-to-date data.
• Report owner: Data visibility depends on the permissions of the user who created or scheduled the report. If the owner is deactivated or their account has expired, the report will not be delivered.

How can I validate if my report includes the correct data?

To ensure your report reflects the intended data:

• Check the data refresh timestamp: Reports may not reflect real-time data. Verify when the data was last refreshed, then compare it to the timestamp of the user or course activity.
  
  For instance, considering the above data-refresh timestamp, if a user completes a course at 1:05 PM today, but the report's data was last refreshed at 12:33 PM, their completion will not appear yet.
• Verify report filters:
  • Make sure you are selecting the correct users, courses, and date ranges.
  • Include all relevant enrollment statuses (for example, active, completed, in progress).
  • If you are using branch filters, select both the parent branch and all relevant sub-branches.
• Match filters to the report type: Not all filters apply to all report types. Double-check that your filter choices align with the specific logic of the report you are using.

What are the filtering differences between Reports and Insights?

• Reports: Support filtering by all user statuses, including active, inactive, and expired users.
• Insights: Only includes active and inactive users. Expired users are not included, even if they meet other filter criteria.

Why didn’t I receive my scheduled report?

If your scheduled report was not delivered, check the following:

• Spam/Junk folders: Double-check your inbox filters; emails may be routed to spam.
• Email domain configuration: Ensure your organization’s email settings are correctly configured, including DKIM, SPF, and MX records.
• Recipients list: Verify that the intended users are properly added to the report’s delivery list.
• Background jobs: Verify that a background job was created for the report. If the job failed, contact Docebo via the platform’s Help center.
• Data refresh in progress: Ongoing refreshes may delay or prevent scheduled delivery. If the refresh is taking longer than expected, contact Docebo via the platform’s Help center.
• Deactivated or expired creator: Reports scheduled by deactivated or expired users stop running. To resolve this, duplicate the report as an activated user to restore scheduling and delivery.

How can I test if scheduling is working?

To confirm your scheduled report setup works as expected:

• Set a short delivery frequency. Temporarily change the schedule to the shortest available option, such as daily, to confirm that delivery occurs as expected.

• Clone the report for testing. Create a copy of the original report and test scheduling on the cloned version. This avoids disrupting the current schedule or recipients of the original report.

  Tip. Use your own email address as the recipient during testing to verify delivery directly.

Why did my report export fail?

Export failures may be caused by:

• Failed background jobs: Check the Background jobs page to see if the export job failed. If so, contact Docebo via the platform’s Help center.
• Outdated or incomplete data: Exports may fail if the report is referencing outdated or partially refreshed data. If the data refresh appears stuck or delayed, contact Docebo via the platform’s Help center.

Why is my report empty or missing data?

Empty or partial reports are often caused by visibility or filtering issues. Here are the most common reasons:

• Power User visibility: Power Users must have access to all resources shown in the report, such as users, courses, and branches. If they lack visibility, data may not be shown.
• Branch selection: When using branch filters, selecting only the parent branch does not automatically include users from its sub-branches. Be sure to explicitly add all necessary sub-branches to capture complete user data.

What else can I check if I am still having report issues?

A few additional technical checks may help:

• Browser extensions: Some browser extensions, especially ad blockers or privacy tools, may interfere with the report interface. Try disabling extensions temporarily to see if the issue resolves.

  Please note. Docebo cannot control third-party browser extensions. These must be managed directly on your device.

• Custom Domain SSL Certificate
  If your platform uses a custom domain, verify that the SSL certificate is properly configured:
  • The certificate is valid and up to date.
  • The full certificate chain is installed, including intermediate certificate authorities (CAs).