Why did my report or export fail or remain pending?
If a BestInterest report remains Generating, shows Failed, cannot download, or produces no records, check the date range and report history before creating another copy.
Check the Selected Date Range
Reports and exports can only include records that exist within the selected start and end dates.
- Return to the relevant Export & Reports screen.
- Confirm that the date range includes the messages, journal entries, expenses, tasks, or calls you expect.
- Review options such as including sent messages or images.
- Try a smaller date range if the export covers a long history.
If BestInterest says there are no records to export, broaden the date range and confirm that you opened the correct export type.
Check Report History
PDF reports are generated in the background and appear in Report History on the same Export & Reports screen.
- Generating means the report is still being prepared.
- Complete means the download button should be available.
- Failed means the report could not be generated; the row may show a more specific reason.
Close and reopen the screen to refresh the history. Avoid repeatedly generating the same report while one copy is still processing.
If Downloading Fails
If a complete report shows Download failed:
- Confirm that the device has a working internet connection and available storage.
- Try the download button again once.
- Make sure the device allows BestInterest to open the system share or save dialog.
- Restart the app and return to Report History.
CSV data exports normally open the device’s share sheet after generation. If the share sheet closes or fails, generate the export again after checking connectivity and available storage.
Still Having Issues?
Contact support and include the export type, selected date range, approximate generation time, displayed status or error, device type, and app version. Support may be able to determine whether a completed file already exists even when the device could not download it.
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