Excel export stuck in ‘Processing’ - unable to download excel data results

atis · May 25, 2022, 5:54pm

Hi, I’m facing issues downloading dat as the excel csv or XLS format

today is the second waiting

atis · May 26, 2022, 2:16pm

Hi,

I am currently unable to export XLS project data from several projects and different KoboToolbox accounts. I have tried multiple times in the last 48 hours. I have tried deleting the ‘Processing’ export, and retrying the download - nothing has worked yet.

Please need your support. Thanks

atis · May 27, 2022, 2:19am

Hi,

I am currently unable to export XLS project data from several projects and different KoboToolbox accounts. I have tried multiple times in the last 48 hours. I have tried deleting the ‘Processing’ export, and retrying the download - nothing has worked yet.
Posted in community center and didn’t get any feedback

Please need your support. Thanks

Kal_Lam · May 27, 2022, 3:58am

@atis, could you also let us know the server you are using? In addition, could you also let us know the total submissions your project has that you cannot download? A screenshot of the image should also be helpful to visualize your issue pictorially. These details should help us troubleshoot your issue.

atis · May 27, 2022, 5:15am

Thanks for quick response, “pccr”
attached is the details

atis · May 28, 2022, 7:41am

the username “pccr” has been shared and we are still waiting for your feedback

hakan_cetinkaya · May 28, 2022, 12:21pm

Hi @atis,

By the looks of your URL, it seems you are using a custom server. If that’s the case, can you contact the admin of the server, so they can provide you with more information?

Hope this works.

atis · May 28, 2022, 1:46pm

I’m the one who create account and I have been downloading the data without any problem , could you please explain more about the customer server

hakan_cetinkaya · May 28, 2022, 1:56pm

Hi @atis,

There are 2 public instances of Kobotoolbox:

kobo.humanitarianresponse.info (if you work for a humanitarian organization)
kf.kobotoolbox.org (non-humanitarians).

From the URL you showing in your screenshot, I think you are using a custom server KoboToolbox on Your Computer or Server — KoboToolbox documentation. Export stuck in Proccessing might be a server side problem. So I would suggest you to contact the admin of your server.

atis · May 29, 2022, 5:16pm

Thanks hakan for your clarifications. Moreover, could you please provide additional information if any; on how I can reach out to the admin as you suggested.
Thank you once again. Regards