Occasionally a report may fail while it is being set up, while it is generating, or when you try to open it once complete. This article explains the messages you might see at each stage and what to do next.
1. "We couldn't identify your subject due to a system issue"
You have entered your subject's details, but the Identify stage fails and you see: "We couldn't identify your subject due to a system issue. Please contact customer support for assistance."
What to do:
Try running Identify again - issues at this stage are often temporary, and a second attempt is frequently successful.
Check the details you entered - adding more unique context about your subject (such as nationality, jurisdiction, employer, or company registration number) helps Xapien pinpoint the right entity. Remember to separate different items with punctuation.
If the message persists, contact customer support with the subject name and context you entered, and we will investigate for you.
2. "We could not generate the report"
You have selected your subject and the Investigate stage has started, but the report fails and displays: "We could not generate the report." You may also see this in the report centre as: "We could not generate the report. Please try running the report again or contact customer support."
What to do:
Run the report again - most generation failures are caused by a temporary system issue, and re-running the report usually completes successfully.
Double-check your selected profile at the Identify stage - if the profile mixes up your subject with a similarly named person or organisation, the report can fail. Adding more specific context and selecting the strongest match helps avoid this.
Double-check how high or low profile your subject is - if your subject has a very limited online presence, even though a profile can be generated at Identify, there may not be enough information for a full report to be generated. In this case, it is not an issue with the system, but there may simply not be enough public information to build a report
If the report fails again, contact customer support and include a link to the failed report from your report centre. This allows us to investigate the exact cause quickly.
3. Onward Research failure
You have selected 'Run report' on a Related Organisation or Related Person from your report, but the report fails and displays: "We could not find any organisation using this description. Please contact support for help."
What to do:
Run the report again using 'Retry' - most generation failures are caused by a temporary system issue, and re-running the report usually completes successfully.
If the report fails again, contact customer support and include a link to the parent report from which you tried to run onwards research, and the name of the related organisation/person. This allows us to investigate the exact cause quickly.
4. "We could not load the report"
Your report generated successfully, but when you open it you see: "We could not load the report. Please try reloading the page or contact customer support."
What to do:
Reload the page - this resolves the issue in most cases.
If reloading doesn't work, try opening the report from the Reports tab again, or from a different browser.
Try logging out and in again to refresh your access permissions.
Still not loading? Contact customer support with the report link and we will look into it.
Contacting support
When you get in touch, including the following helps us resolve your issue faster:
A link to the report (or the subject name and context you entered, if the report never generated)
The error message you saw and the stage it appeared at
Whether you have already tried re-running the report or reloading the page
Report failures are monitored by our team, and recurring issues are escalated to our engineers as a priority.