What Is This Issue?
When using the classic (old version) Report Builder, some users see the message "Generating PDF… This may take up to a minute" but the download never starts. The file does not appear, even after waiting several minutes.
What Caused the Problem?
This issue is caused by an internal error in the PDF export process within the classic Report Builder. It is not related to your browser, internet connection, or report content, and requires investigation and action by the Search Atlas support or engineering team to resolve.
How to Get Help
Because this is a backend issue, the most effective next step is to contact the Search Atlas support team directly. To help the team investigate as quickly as possible, please have the following information ready before reaching out:
- The exact report name — the name of the report you were trying to export as a PDF.
- A description of what you observed — for example: "The PDF generation appears to start (the 'Generating PDF…' message appeared) but the file never downloaded, even after several minutes."
- When the issue occurred — the date and approximate time, including your time zone.
The support team will investigate the PDF export failure on the backend for your specific report and work with engineering if needed to resolve it.
Contact Support
If you're experiencing this issue, please reach out via the chat widget — we're happy to help. If you need further assistance, please don't hesitate to contact us through the chat widget so the team can investigate the PDF export failure for your specific report.