In this article we will go over how to troubleshoot several different variables that can cause an Automated Report to be received with no Reported Issues attached (Blank).
NOTE: Before proceeding, please review the Resource Center article How to Set up an Automated Report.
Please see the link below: (Specifically the Properties and Property Group fields)
Once an Automated Report has been confirmed to be set up correctly, this article will look at some variables that can cause an Automated Report to be received, but received blank.
There Were No Issues Submitted or Uploaded to the Server in a Selected Time Frame on a Specific Date
NOTE: Automated Reports are set to be delivered in 24 hour increments.
If Issues and/or Checkpoints were completed with internet connectivity issues and the User left the site or logged off the App with Uploads Pending in the queue the DAR may be incomplete or Blank.
If there were no Issues created within a designated 24 hour time period that the Automated Report was set up for, then the Automated Report will be delivered blank, as set up.
Example: An Automated Report is set up to be delivered on a Monday morning at 9:00 AM, yet there were no Issue Types created in the previous 24 hours (Sunday 9:01 AM - Monday 8:59 AM)
To verify that Issues were created for an Automated Report, select a specific Property Name on a specific Created Date. Make sure Security, Parking, Maintenance and Include Closed are selected and click Update:
There Were No Issues Submitted under a Specific Selected Module (Security, Parking or Maintenance)
If the Automated Report is set up under only one Report Type option (see below) Security, and or Parking and or Maintenance - as indicated by the Report Type check-mark, and yet only one or two Report Types are selected (Security, and or Parking and or Maintenance) in the Auto Delivery Report Detail, then the Automated Report would reflect ONLY what was selected, and be blank, as set up.
Example: The Auto Delivery Report Detail is set up for the Report Type: Security only, and in the previous 24 hours there were only Parking and Maintenance Issues created, then then Automated Report would be blank as set up.
There Were No Issues Submitted under a Selected Issue Level
If the Automated Report set up under the Issue Levels option for Level 1 and or Level 2 and or Level 3 as indicated by the Issue Levels check-mark, and yet only one or two Issue Levels are selected (Level 1, and or Level 2 and or Level 3) in the Auto Delivery Report Detail, then the Automated Report would reflect ONLY what was selected, and be blank, as set up.
Example: The Auto Delivery Report Detail is set up for the Issue Level 1 only, and in the previous 24 hours there were only Issue Level 2 and Level 3 created, then then Automated Report would be blank, as set up.
There Were No Issues Submitted under Urgent or Non Urgent
If the Automated Report set up under the Urgent Issues option for Urgent only or Non Urgent only as indicated by the Urgent Issues check-mark, and yet only Urgent or Non Urgent issues were reported, then the Automated Report would reflect ONLY what was selected, and be blank, as set up.
Example: The Auto Delivery Report Detail is set up for the Urgent Issues only, and in the previous 24 hours there were only Non Urgent Issues created, then the Automated Report would be blank as set up.
The User Group Selected is Incorrect or Incomplete
When each User is set up they are given access to a Property or Properties in a specific User Group. The property that the Automated Reports are set up for must be included in that User Group other wise the Automated Report will be blank.
Example: a Regional Manger is set up under the Security Role as a Customer - Management Company User to receive Automated Reports for multiple properties, however, the User Group is set up with only a Single Property or a User Group that does not include the Property the Automated Report is set up for.
The Internet Browser the Client / Customer is Using was Disrupted, or, an Internet Connectivity Issue Occurred
In cases of temporary disruption in Internet connectivity the Automated Report link can be blank. If this is the case, refresh the page once Internet connectivity is restored or change the Browser used (i.e. Chrome, Internet Explorer, Foxfire, etc...) and the Automated Report link will go "live" again.
The Officer Changed the Date and Time Settings From Automatic
In cases where an officer manually changes the Date and Time settings from the reporting devices Automatic settings, a bit more of in depth troubleshooting may be required.
Let's troubleshoot this scenario.
The DAR is blank for a specific date nd time frame:
However, the issue monitor appears to show activity for that specific date and time range:
Looking closer however reveals the issue. August 4th 2022 was a Thursday and the Issue Monitor shows 2 different days including the 4th as a Sunday:
Clicking on a issue ID# of one of the reported issues on the erroneous date allows you to then click on the photo and view the Date a Time Stamp:
In this case the date and time stamp reveals that the reporting Officer logged onto the Silvertrac Mobile App successfully but then manually changed the Date and Time Settings from Automatic to the year 2565.
Printing or emailing the Issue ID# as an individual Security Report will also show the full date with the last 2 digits of the year:
Troubleshooting Results: Even though it appeared that there was data on 8/4 in the time range of the DAR, the DAR was blank because the year was manually altered.
If an officer tries to log onto the Silvertrac Mobile App with the reporting device settings altered manually to a different date or time zone they will receive a pop up warning that they must first change the device settings to Automatic before they can log in:
Please see the Help Center Article:
Why Must a Reporting Device's Date and Time be set to Automatic to Work with the Silvertrac Mobile App?