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Troubleshooting

A sync button seems to do nothing

Sync runs in the background. Look for the status panel near the top of the page.

If nothing appears at all:

  1. Reload the page.
  2. Check the workspace still has an active plan or trial — billing. Without one, the sync button on a report opens the plan dialog instead of starting a sync.
  3. Check your role allows the action.
  4. Check the error log.

The button stays disabled while a sync is already requested, and that state is shared across windows — so a button greyed out in one tab may have been triggered in another.

A report is empty

  • Is a report configuration selected, and active?
  • Is the period right?
  • Has bexio data been synced?
  • Is a banner showing above the report? A period that has never been computed is prepared when you open it; the figures appear when the banner goes.
  • Does a work report say no time has been booked on the project? Then bexio holds no time entries for it yet. Once some are booked, they appear after the next sync.

Older periods may need their source months fetched from bexio first. That happens as part of the same background job.

A report shows an error instead of figures

A report that cannot be computed says so in one sentence and names what to do next — usually syncing the time entries again from that page. The technical cause is not printed on the report; it is written to the error log, where an administrator can read it.

So:

  1. Sync the time entries again from the report, and let the background job finish. The report has already tried once more by itself by the time you see the message.
  2. If the message comes back, open Logs → Errors. The newest entry for that report names the cause.
  3. Send that entry with the report if you need help with it.

If several reports show it at once, the timesheet import is the thing that failed rather than any one report: work and project reports then read 0 hours for every period, and hours in work packages are not counted. The same sync fixes all of them.

A PDF export is blocked

Usually one of:

  • no active plan or trial, or the monthly PDF limit is reached — billing
  • your role does not allow report usage
  • the report configuration is inactive
  • the selected period has no computed data yet

PDFs stop downloading

The download button works for the first report or two, then nothing arrives — no file, no message — until the page is reloaded.

That is the browser, not mReport: after several downloads from one site, Chrome, Arc and Edge ask whether the site may download multiple files. Chrome shows that question near the address bar; Arc may not show it at all, and until it is answered every further PDF is held back. The report was built each time; the browser just did not save it.

Allow it once and it stays allowed:

  1. Click the site icon to the left of the address, and open the site settings.
  2. Set Automatic downloads to Allow.

Reloading the page also releases the downloads it held, until the next time the browser asks. If you click a second download while the first is still being prepared, mReport says so and waits instead of starting another — that keeps the question from coming up as often.

The numbers disagree with bexio

mReport never writes to bexio and computes from a synced copy. So:

  1. Fix the entry in bexio.
  2. Sync bexio data.
  3. Refresh the report.

If a total looks wrong rather than missing, check the client service classification — a service marked billable by mistake moves hours between totals.

Dark mode looks wrong

Colors are per user and follow you between browsers. If a page renders with a washed-out card, note your browser and whether your operating system is in light or dark mode, and send that with the report — it narrows the cause immediately.