Occasionally a report fails while it's being set up, while it's generating, or when you open it. This article explains the messages you might see at each stage, why they happen and what to do next.
Re-running is free. There's no retry button on a failed report. To try again, start a new report on the same subject from the New report button. Occasional re-runs after a failure are covered by our fair usage policy. See Will I be charged for re-running my report?.
1. "We couldn't identify your subject due to a system issue"
You've entered your subject's details, but Identify fails with "We couldn't identify your subject due to a system issue. Please contact customer support for assistance."
What to do:
Run Identify again. Issues at this stage are usually temporary and a second attempt normally works.
Simplify what you entered. Identify works best with the subject's name plus one or two strong identifiers, such as jurisdiction or employer. Long lists of ID numbers, addresses and associated entities make matching less confident, not more. Use a name rather than a job title.
If it keeps happening, contact support with the subject name and context you entered.
2. Identify can't find your subject
Identify returns no profile, or only weak profiles that aren't your subject. This usually means there's very little about them online: Xapien needs enough public content to pin down who your subject is before it can research them.
What to do
Try the name on its own, then add one strong identifier at a time. Context that Xapien can't corroborate is dropped, and incorrect context can point Identify at the wrong entity.
Use the registered legal name for an organisation, and for people try the name in its native script if the subject is mostly covered in local-language media.
Add a link: a reference to a page that mentions the subject, such as a company website or professional profile, helps Xapien anchor on the right person.
If Xapien still can't find them, that's usually a sign of a very low online footprint rather than a fault. See High profile vs Low profile subjects.
3. "We could not generate the report"
Your subject was identified but the report fails during research and shows "We could not generate the report." In the Reports list you may see "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 issue, often a data provider not responding, and a re-run completes successfully.
Check the profile you selected. If the profile mixes your subject with a similarly named person or organisation, the report can fail. Choose the strongest match and keep the context specific.
Consider how low-profile your subject is. A profile can exist at Identify without there being enough public information to build a report. In that case the report can't complete, and that's about the available information rather than a fault.
If it fails again, contact support with a link to the failed report from your Reports list.
4. Onward Research failure
You've selected Run report on a related organisation or person, but the onward report fails with "We could not find any organisation using this description. Please contact support for help."
Why it happens. Onward research hands the related entity to Identify automatically, using only the name and context found in the parent report. If Identify can't confidently pick a single match, it picks nothing and the report stops before research begins. This can happen for an entity that would run fine as a standalone report, because there you type the details yourself.
What to do:
Try again with Retry. Temporary issues clear on a second attempt.
Run the entity as a standalone report from New report, adding jurisdiction or other context. This is the reliable workaround when onward research can't identify the entity.
If it keeps failing, contact support with a link to the parent report and the name of the related entity.
5. "We could not load the report"
The report generated, but opening it shows "We could not load the report. Please try reloading the page or contact customer support."
What to do
Reload the page. This resolves it in most cases.
Open the report again from the Reports page, or try another browser.
Log out and back in to refresh your permissions.
Still not loading? Contact support with the report link.
6. A banner says some data is missing
If a data provider didn't respond in time, the report completes but shows a banner at the top explaining what's missing. An amber banner means a core source such as sanctions or corporate records was affected and you should re-run the report; a teal banner means only peripheral sources were affected. See What does the missing data banner on my report mean?.
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.