## **🔍 Overview**

Some users encounter errors when attempting to download a PDF report from Report Builder. The download may fail silently, return an error message, or produce a blurred and unreadable file. This article explains the known causes and the steps you can take before contacting support.

## **⚙️ Known Causes of PDF Download Failures**

Our engineering team has investigated and resolved several PDF-related issues in Report Builder, including:

- PDF generation failing for publicly shared reports
- Downloads returning a 404 error during generation
- Downloaded PDFs appearing blurred or unreadable on certain devices
- Multiple combined issues affecting PDF output quality and delivery

These issues have been addressed through engineering fixes. If you are still experiencing a failure, follow the steps below.

## **🛠️ Steps to Troubleshoot**

1. **Refresh the report page.** Navigate to Left sidebar → Reports → [Report] (Executive Summary) and use the Refresh Summary action to make sure the report is using the latest data before attempting the download again.
2. **Try the download again.** After refreshing, attempt the PDF download once more. Temporary generation errors sometimes resolve on their own after a refresh.
3. **Test with a different report.** Open a different report and try downloading its PDF. This helps identify whether the issue is limited to one specific report or affects your account more broadly.
4. **Check your browser and device.** Try the download using a different browser or on a different device. Some PDF rendering issues, including blurred output, have been linked to specific Windows environments or browser configurations.
5. **Note the exact error message.** If a specific error message appears during the failure, write it down. This detail significantly speeds up the investigation if you need to escalate to support.
6. **Record how long the issue has been occurring.** Knowing whether the problem started recently or has persisted for days helps the team identify the root cause faster.

## **📋 Information to Have Ready If You Contact Support**

If the steps above do not resolve the issue, the support team will need the following details to escalate efficiently:

- The exact error message displayed during the failed download
- The link or name of the affected report
- How long the issue has been occurring
- Whether the issue affects all reports or only specific ones
- The browser and operating system you are using

Having this information ready before reaching out allows the team to escalate directly to engineering without back-and-forth delays.

## **✅ What to Expect After Escalation**

When a PDF download failure cannot be self-resolved, our support team logs a ticket with the specialized engineering team. Once engineering identifies and deploys a fix, a support agent will verify the resolution directly in your account before confirming it with you. You do not need to take any action while the fix is in progress — the team will follow up when it is confirmed resolved.

## **💬 Still Need Help?**

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.

## **Additional Notes**

The 'Generating PDF… This may take up to a minute' message appears but the file never downloads even after several minutes. This is a backend issue not related to browser, internet connection, or report content, requiring support/engineering investigation.