Troubleshooting

Troubleshooting Report Export and PDF Issues

PDF export issues like formatting errors, missing logos, or incomplete data are most commonly caused by an unsupported or outdated browser. This article covers how to verify your browser, clear your cache, check branding settings, and use XLS export as a fallback.

Troubleshooting Report Export and PDF Issues

Cloud Capsule supports exporting tenant assessments as PDF or XLS directly from the platform. If you are experiencing issues with PDF exports, such as pages appearing out of order, logos not displaying, fonts rendering incorrectly, or data appearing incomplete, the most common cause is using an unsupported or outdated browser.

Browser Requirements

Cloud Capsule PDF export is designed and tested for use with Google Chrome. Using any other browser (such as Firefox, Safari, Edge, or Brave) or an outdated version of Chrome can cause formatting problems in exported PDFs.

Before troubleshooting further, confirm the following:

  • You are using Google Chrome
  • Chrome is up to date

Steps to Troubleshoot PDF Export Issues

Step 1: Verify you are using Google Chrome If you are using any browser other than Chrome, switch to Chrome and attempt the export again. This resolves the majority of PDF formatting issues.

Step 2: Update Google Chrome

  1. In Chrome, click the three-dot menu in the top-right corner.
  2. Go to Help > About Google Chrome.
  3. Chrome will automatically check for and install any available updates.
  4. Once updated, relaunch Chrome and attempt the export again.

Step 3: Clear your browser cache A stale cache can occasionally interfere with how the export renders.

  1. In Chrome, press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac).
  2. Set the time range to All time.
  3. Check Cached images and files, then click Clear data.
  4. Reload Cloud Capsule and attempt the export again.

Step 4: Attempt the export

  1. Go to Tenants and select the affected tenant.
  2. In the top-right toolbar, click Export PDF or Export XLS.
  3. Wait for the export to generate and download.

Step 5: Try XLS export as an alternative If PDF export issues persist, the XLS export provides the full assessment data in a format that is not affected by browser rendering. Use this as a working alternative while any remaining PDF issues are being resolved.

Verify Your Branding is Configured

If your logo is not appearing in exported PDFs, confirm that your branding has been uploaded in the platform.

  1. Navigate to Admin in the left sidebar.
  2. Select the Branding tab.
  3. Confirm that both a White Label Logo and a Light Mode Logo have been uploaded.
  4. If logos are missing, upload them and re-run the export.

When to Contact Support

If you have confirmed you are using an up-to-date version of Chrome and are still experiencing PDF export issues, please contact support with the following:

  • A description of the issue (for example: pages out of order, missing logo, blank sections)
  • The name of the affected tenant
  • A screenshot of the exported PDF showing the problem if possible

Email: support@cloudcapsule.io In-app: Navigate to Support and open a new ticket.