Troubleshooting Reports and Evidence

Report is empty or shows no data

Symptom:Generating a report returns a document with empty tables, zero-count summaries, or a "No data available for the selected time period" message.

1. 1

   Verify the date range includes activity

   Report date ranges default to the last 30 days. If your workspace was set up recently or connectors were connected recently, there may be less than 30 days of data. Adjust the date range to include the period your data covers.

2. 2

   Confirm the required connectors have been run

   Reports pull from governance data collected by connectors and control packs. If no connector evaluations have run for the report period, the report will be empty. Check the Control Packs page for last-run timestamps and trigger a manual evaluation if needed.

3. 3

   Check that the correct workspace is selected

   Data in Nuxari is scoped to a specific workspace. If you have multiple workspaces, confirm you are generating the report in the workspace that contains the relevant data.

4. 4

   Verify that findings or events exist for the report type

   Some reports (e.g., Access Drift Report, Findings Summary) require findings to exist in the system. If no findings have been detected yet, the report will be empty by design. Run a control pack evaluation to generate findings data first.

5. 5

   Wait for indexing to complete after a recent evaluation

   Governance data can take up to 5 minutes to index after a connector evaluation completes. If you just ran an evaluation and immediately generated a report, wait 5 minutes and regenerate the report.

Evidence export fails or times out

Symptom:Clicking "Export Evidence" starts a generation process that either never completes, returns an error, or produces a partially populated export file.

1. 1

   Wait for the asynchronous export to complete

   After clicking Export, do not close the browser tab. Large exports can take 3–10 minutes. A spinner or progress indicator will show generation is ongoing. When complete, the download button will activate or you will receive an email with a download link.

2. 2

   Narrow the export scope if it times out

   If the export consistently times out, reduce its scope: select a shorter date range, fewer controls, or a single control pack rather than the full workspace evidence package. Export in batches if needed.

3. 3

   Check your role allows evidence export

   Evidence export requires the Auditor, Admin, or Owner role. If you are on a lesser role, the export button may appear but the API call will be rejected. Ask a workspace admin to adjust your role.

4. 4

   Retry after a few minutes if a server error is returned

   A 500 or 503 error during export generation is typically transient. Wait 5 minutes and retry the export. If the error persists across multiple retries over an hour, contact Nuxari support.

Audit log shows no events

Symptom:The Audit Log page is empty or shows "No events found" even though workflows and governance actions have been performed.

1. 1

   Check the active filters

   The Audit Log page has date range and event type filters. If a narrow date range or specific event type filter is active, events outside those filters will not appear. Reset all filters to their defaults to see all events.

2. 2

   Verify the date range covers the activity period

   The default date range may not include events that happened before the filter's start date. Expand the date range to cover the period when the actions were taken.

3. 3

   Confirm the user has Auditor role access

   The Audit Log is only visible to users with the Auditor, Admin, or Owner role. If you see the page but no events, your role may give you read access to the page but not to all event types. Ask a workspace admin to confirm your audit access.

4. 4

   Verify audit logging is enabled for the workspace

   In Settings > Security, confirm that audit logging is enabled. If audit logging was disabled for a period, events during that time will not appear in the log.

5. 5

   Note that audit events have a retention period

   Audit events are retained for a period defined by your workspace's retention policy (typically 12 months). Events older than the retention period are archived and may not appear in the default audit log view. Contact Nuxari support to access archived events.

PDF or CSV download not starting

Symptom: Clicking a download button for a PDF report or CSV export does nothing, or the browser briefly shows a download attempt that immediately fails.

1. 1

   Check browser download permissions and pop-up blocker

   Some browsers block downloads that are triggered programmatically as pop-up protection. Look for a pop-up blocked notification in your browser's address bar and allow downloads from app.nuxari.io.

2. 2

   Check your browser's download destination

   If your browser is set to ask where to save each file and you dismissed the dialog, the download was cancelled. Click the download button again and watch for a save dialog.

3. 3

   Try downloading from a different browser

   If the download consistently fails in one browser, try another (Chrome, Firefox, Edge, Safari). Browser-specific issues with file downloads are common with large files or PDF generation.

4. 4

   Verify the report or export was fully generated before downloading

   If you click the download button before the report finishes generating, the download will fail because the file does not yet exist. Wait for the 'Report ready' status before clicking download.

5. 5

   Check available disk space on your device

   Very large evidence exports (50 MB+) can fail silently if your device has insufficient disk space. Free up disk space and retry the download.

Evidence not generated for a workflow

Symptom: A workflow (onboarding, offboarding, access request) completed successfully but no evidence file appears in the Evidence section or attached to the relevant control.

1. 1

   Check whether evidence generation is configured for this workflow type

   Not all workflow types automatically generate evidence packages. In the workflow template configuration, verify that the 'Generate evidence on completion' option is enabled. If it was disabled, evidence will not be created automatically.

2. 2

   Look in the Evidence section directly

   Navigate to the Evidence page and search for evidence items linked to the workflow ID or the user involved in the workflow. Evidence may be present but not yet linked to a control in the Coverage Map view.

3. 3

   Wait for evidence indexing to complete

   Evidence generation is asynchronous. After a workflow completes, evidence items can take up to 5 minutes to appear in the Evidence section. Wait and then refresh.

4. 4

   Check the audit log for evidence generation events

   In the Audit Log, filter by event type 'evidence_generated'. If no such event appears for the workflow's completion time, evidence generation was not triggered. This may indicate the workflow completed in a way that bypassed the evidence hook.

5. 5

   Manually attach evidence if auto-generation did not occur

   For compliance purposes, if evidence was not auto-generated, you can manually create an evidence item in the Evidence section and attach it to the relevant control. Include the workflow ID and completion timestamp in the evidence metadata.

Security report not ready

Symptom:A scheduled security or compliance report shows as "Generating" or "Not Ready" for an extended period, or it was expected to be available by a certain time but has not appeared.

1. 1

   Check the report generation status

   In the Reports page, find the report and check its status. 'Generating' means it is still being built. 'Failed' means it encountered an error. 'Scheduled' means it has not started yet. Each status requires a different response.

2. 2

   If Generating: wait and verify the associated data sources are healthy

   A report that takes unusually long to generate is often waiting on a slow connector response or a large data set. Go to Integrations and verify all connectors are healthy. A single unhealthy connector can block report generation.

3. 3

   If Failed: read the failure reason and address it

   Click on the failed report to see the failure reason. Common causes include a connector being offline, insufficient data for the reporting period, or a configuration error in the report template.

4. 4

   Trigger a manual regeneration

   Use the Regenerate or Run Now button to trigger a fresh report generation. This is useful if the previous generation attempt failed due to a transient error that has since been resolved.

5. 5

   Contact Nuxari support if reports consistently fail to generate

   If a specific report type consistently fails to generate despite healthy connectors and valid data, contact Nuxari support with the report name, workspace ID, and the failure message. Provide the expected time range the report should cover.