🔍 Overview
If the download button appears grayed out or unclickable in the Classic version of the Report Builder, you are not alone. This is a known issue that can affect specific projects even when other accounts and reports download without any problem. This article explains the most common causes and the steps you can take to resolve it.
⚙️ What Causes the Download Button to Be Grayed Out?
Several conditions can disable the download button in the Classic Report Builder:
- Report data is still loading or refreshing. If the report has not finished processing, the download option will remain inactive until the data is ready.
- A previous export attempt crashed or failed mid-process. A known bug in the Classic Report Builder can cause an export to crash before completion, leaving the button in a disabled state for that project.
- An export error occurred silently. In some cases, an "Error During Export" occurs in the background without a clear on-screen message, which also disables the button.
- The specific project has a data conflict. Certain projects can trigger download issues while all other reports in the same account work fine. This is often related to the volume or structure of the data in that particular report.
🛠️ Steps to Fix the Grayed-Out Download Button
- Refresh the report data. Go to the left sidebar, select Reports, then open the affected report (Executive Summary) and click Refresh Summary. Wait for it to complete before attempting to download again.
- Try the Download .CSV option directly from the project list. On the Reports projects list page, locate the affected report and click Download .CSV directly from the action row. This bypasses the Classic view entirely and can succeed even when the in-report button is grayed out.
- Switch to the V2 view. From the project list, click View report next to the affected report. The V2 version has its own download functionality and is not affected by the same bug. Download your report from there while the Classic issue is being addressed.
- Open the report in Classic view and reload the page. Click View (Classic) to open the report, then do a hard refresh of the page (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac). Check whether the download button becomes active after the page fully reloads.
- Check your browser and clear the cache. A stale cache can prevent the button from rendering in its correct state. Clear your browser cache, close the tab, and reopen the report.
- Test in a different browser. If the button remains grayed out, open the same report in a different browser to rule out a browser-specific conflict.
📊 When Only One Project Is Affected
If every other report in your account downloads successfully but one specific project — for example, a report tied to a particular domain — remains stuck, this points to a data-level issue with that project rather than an account-wide problem. In this situation:
- Use the View report option for that project as your primary download method until the Classic issue is resolved.
- Try duplicating the report by creating a new report for the same project and see whether the fresh copy downloads correctly in Classic view.
- Note the exact project name and URL so you can share these details with the support team quickly.
💡 Classic View vs. V2 — Which Should You Use?
The Report Builder currently offers two views for every report: View (Classic) and View (V2). Both display your report data, but V2 is the more actively maintained version and is less prone to export errors. If you regularly work with the Classic view, consider using V2 as your default until the Classic download issue is fully resolved on all projects.
🚀 Still Seeing the Issue?
If none of the steps above resolve the grayed-out download button, the issue may require a manual review of the specific report and project data. 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.