Troubleshooting - Export fails

Overview

This troubleshooting guide outlines common causes of export issues and provides the initial steps to help you identify and resolve them.

 

Troubleshooting Steps

• Timeout & Out Of Memory Exceptions - When exporting a large amount of interviews and attachments we sometimes prompt with timeout exceptions.
  • Export only 1 interview - were you able to export?
    • Yes - try to export in batches and use the dates to filter.
    • No - Move to the next step
• Export to Excel - if exporting to a system other than Excel:
  • Were you able to export to Excel ?
    • Yes - Move to next step
    • No - Open Ticket with support
• Previous Export Settings - when we have previously exported the data we are prompt with a refresh question 
  • When prompt if to use previous settings - Click on 'No' - were you able to export successfully?
    • Yes - issue solved
    • No - If you still can't export results please open a ticket to our support team from Lumivero Support Hub.

Please include the following information:

• Survey ID
• Export system (Excel/Dimensions/SPSS etc.)
• Screenshot of the error message
• Settings file (if applicable)