Skip to content
FinanlySupport

Resolve unavailable or stale report results

6 min readAll workspaces

If a BI result looks stale or unavailable, confirm the correct ledger/company is selected, then use Refresh or Reload when the page shows a freshness or source check. If the status shows a mismatch, stale_refreshing, or stale_blocked state, rerun the report from the current source instead of relying on the older result on screen.

Before you start

  • You are on the Business Intelligence page.
  • If more than one ledger/company is available, select the correct one before running or reopening a report.
  • If you are working with a saved dashboard, open the saved dashboard that contains the affected panel.
  • For map results, the current report must have map access and geographic data ready.
  • If a saved question shows as unconfirmed, resume that same save instead of starting a new one.

Resolve an unavailable or stale BI result

Use this when a report shows old data, a source status message, a loading state that does not finish, or an error instead of a current result. A visible table or chart can still be the last available result, so it does not always mean the source is current.

  1. Confirm the correct ledger/company is selected at the top of the page. If you see Select Ledger..., choose the right one before retrying the report.
  2. If the result view is open, use Back to Dashboard and then run the question again or reopen the saved dashboard panel. If you are already on a saved dashboard, make sure you are looking at the intended panel before refreshing it.Back to DashboardDashboard
  3. When the page shows a status with Reload report or Refresh, use that action to rebuild the current result from the same question and ledger/company.
  4. If the report is inside a saved dashboard panel, click Refresh on that panel. Manual report panels re-read the report data, AI query panels rerun the saved question, and map panels rebuild markers from the panel’s cached rows.Refresh
  5. If the status shows Source refresh in progress, wait for the refresh to finish and then use Refresh again if needed. If it shows Source check required or Source check unavailable, re-select the ledger/company if needed and run the report again from the current source.

What the status messages mean

Common BI freshness and availability states
What you seeWhat it meansWhat to do next
Personal data checkedThe page has a current source check and the result is readable as current.Use the result normally.
Source refresh in progressThe source is being checked or rebuilt, and the page is showing the last available result for now.Wait for the refresh to finish, then try Refresh again if needed.
Source check requiredThe page cannot confirm current source data yet, or the current check is unavailable.Re-select the ledger/company if needed, then refresh the report or panel.
Showing the last available report/registerThe page is displaying the most recent readable result, not necessarily the newest source state.Refresh the report or reopen the current source again.
Dashboard not found or could not be loadedThe saved dashboard did not load successfully.Open the saved dashboard again after checking the ledger/company.
BI features are not available on your current plan.Your workspace does not currently have BI access for the feature you are trying to use.Use available reports for this workspace or ask your admin to review access.

Why a result can be stale or unavailable

  • You changed the ledger/company and the current result still belongs to the old one.
  • The source check is still in progress, or the page is showing the last available result while it waits.
  • The saved dashboard panel was created from older cached data and needs a refresh.
  • A question was saved or resumed before the current source changed, so the saved result no longer matches the current source.
  • The report needs a current source check before export or before it can be treated as up to date.
  • The question is unsupported for the current source context and needs clarification before it can run.

Fix a stale or unknown result from a current source

  1. Select the correct ledger/company first. If the page shows more than one option, the result can be stale simply because you are still looking at the wrong source.
  2. Run the report again from the current source instead of relying on the older result on screen.
  3. If you opened a saved question, use Load question only when it belongs to the current company. If the row says review is required, load it for review first and then rerun it in the correct source.Load question
  4. If a refresh returns a mismatch or setup problem, treat the current result as unconfirmed and run a fresh question from the current source rather than trying to preserve the old one.
  5. If the result still does not update, use Refresh or Reload once more after the source status finishes checking.

When the report is empty, blocked, or not covered

  • No data found means the report ran, but it returned zero rows for the current filters or time period. That is different from a stale or unavailable result.
  • A source check warning means the page could not confirm current data yet. That is different from a true zero result.
  • If the page asks for a clarification, the question is incomplete for the current source and needs a clearer prompt before it can run.
  • If the map tab is disabled or empty, map access may not be available or the result may not contain geographic data.
  • If an unsupported question or result shape is tied to a saved dashboard panel, refresh the panel from the correct source or rebuild the panel from a current result.

If you saved or scheduled the question

  1. If a save is marked unconfirmed, click Resume save. Do not start a new save under a different name just to work around the unconfirmed one.Resume save
  2. If the saved question belongs to another company, load it for review first and then rerun it against the correct current source.
  3. If the saved question includes a schedule or alert, remember that the stored schedule and alert rules do not confirm that the latest source result is current.
  4. If the saved dashboard panel is showing cached data, use Refresh on that panel to rebuild it from the current source.

If the report still will not update

  1. Go back to the current BI dashboard and confirm the source status there first.
  2. Reopen the same question or panel in the correct ledger/company.
  3. If you still see an error, note the request id shown on screen and use it when you contact support.

Updated

Related guides

Review income classifications for reports

Review the current income and expense leaf-account classifications for the selected connected ledger in a business workspace, then save a reviewed definition that supported reports can use.

5 min readBusinessAsk a question about your books

Ask a natural-language question about your books, then review the answer as a table, chart, pivot table, or map when those views are available. If the AI needs clarification, is busy, or cannot confirm a result, the page shows that status instead of guessing.

5 min readAll workspacesBuild an exact report in Report Studio

Build an exact report in Report Studio by choosing fields from the schema, setting rows, columns, values, and filters, then running a preview to review the current result. You can also save, load, favorite, or delete reports, and the preview uses Core-calculated totals and unit details rather than browser-side math.

8 min readAll workspaces
We can help

Still need a hand?

Tell us which workspace and page you were using, what you expected, and what happened. Include the time and any request reference shown on screen.

Keep passwords, access tokens and private bank details out of your message. Review screenshots before sharing them.

Contact supportSend a request to our team.A simple form, with a reference for follow-up.Check system statusSee current service availability and monitoring history.Individual connection health is shown in your workspace.