Atlas HR | KCS Article

Audience: Customer Facing

Visibility: Published to External KB

Article Confidence: Validated

Product: Atlas HR Platform

Title: Cannot Export Report - "Export Failed" Error

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Issue:

Encountering "Export Failed - Please Try Again Later" banner error upon clicking Export to Desktop button.

Environment:

Atlas HR > Reports > Exports

Resolution:

This typically occurs when one or more of the following causes are present: Invalid Filters; Large Dataset; Service Latency. Take the below troubleshooting steps to resolve.

1. Validate Filters (most common)

   1. Open the report

   2. Click Filters

   3. Remove any filters marked as deprecated or requiring unavailable fields

   4. Re-run export

   5. If successful, stop here.

2. Reduce Dataset Size

   1. Apply date-range narrowing (e.g., "Last 30 days")

   2. Try export again

   3. If successful, this confirms a volume issue

      1. If a report with a larger date range is required, try experimenting with additional filters to break the report into batches within the required date range (e.g., Department, Region)

If the above steps did not successfully resolve the issue, please contact support and reference the troubleshooting steps previously taken.

Root Cause:

Exports require a background job to compile, compress, and deliver the file to the system browser. Errors generally fall into three categories:

1. Invalid or stale filters: filters referencing deleted fields or outdated date ranges can break export jobs.

2. Excessive data volume: reports exceeding 200k rows or 50MB may time out in the export service.

3. Export service degradation: intermittent failures occur when Atlas' export queue exceeds threshold capacity.

Internal Notes: *not visible to customer*

If the customer contacts us indicating they have taken the Resolution steps above, verify the Export Service status by taking the following steps:

1. Navigate to internal tool: Atlas Admin > System Status > Export Queue

2. Look for:

   1. Latency > 5s

   2. Failed job rate > 10%

   3. Queue length > 20

3. If any threshold is exceeded:

   1. Notify customer of active service degradation

   2. Set expectation to retry in 30 minutes

   3. If issue persists, create Jira (see When to Escalate)

4. If threshold is NOT exceeded and issue persists:

   1. Review customer-facing steps and retry troubleshooting on your machine.

      1. If you are able to export, relay to customer the exact steps you took and ask them to replicate. It may be helpful to set up a screenshare call or send screenshots indicating the exact filters applied or removed to successfully export the file.

      2. If you are not able to export, escalate to Engineering.

When to Escalate:

• Export fails on multiple valid reports

• Export failures persist longer than 30 minutes from first reported failure

• Queue metrics are normal but errors persist

• Export ID shows error code <FILTER_MAP_NULL>

Create a Jira on the Data Engineering board with the following details included:

• Site URL(s)

• Report Name(s)

• Timestamp of failed attempt

• Screenshot of error banner

• Steps to reproduce error

• Screenshot or screen recording of filters applied in troubleshooting steps

• Link parent Jira #2233 (this issue was first identified after the February 2025 sprint release where deprecated fields were removed from the Atlas UI)