Overview
You may notice that a scheduled report was not delivered to your email address on time.
Note: This article describes how to resolve the issue for prebuilt reports or custom reports created from the web portal. If you are missing a Custom Integration Report (CastIron), contact us, providing the name of the report and time when the issue started.
Diagnosis
This issue might be caused by the following reasons:
- The report was filtered as Spam - check your Spam/Junk folder to see if the report is there.
- You were removed from the recipients of the report - check if you are still selected to receive the corresponding report or ask the user who scheduled the report to check the recipients:
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Navigate to Reports > List.
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Select the corresponding category and click on the required report.
- Click Edit Schedule.
- Select step 3. Recipients and check if the affected user is selected to receive the report.
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- Your user account does not have an email address associated with it or it is not used for notifications; a Company Administrator or Super User can check if this is the case by following the steps below:
- Navigate to Administration > Users.
- Click on the required account and select Edit User.
- Check if the correct email is added to the Notification Information section and if there is a checkmark next to the email field.
- Your email provider might be blocking emails from the fieldforcemanager.com domain.
To confirm if this is the case, add another email address to your user profile (e.g., Gmail) as described above and schedule the report to run within the next 30 minutes. Then, check the email you have added to the user profile to see if the report was delivered (including the Spam folder).
If you are still not sure what caused the issue, contact us, including the following data:- Name of the report
- Time when it should have been delivered
- Name of the user who scheduled the report and approval to temporarily change the user's password to be able to access the report for troubleshooting.
