My report is stuck or failed

Last updated: October 12, 2026

This article explains what to do when a report from Emma freezes part way through generating, never opens, or will not start because a document would not upload.

Report generation runs on the AdvisoryAI side, so a frozen progress bar is usually the page losing touch with it rather than the report failing. A refresh picks the job up where it was in most cases. When a report will not start at all, the cause is nearly always an input: no transcript on the meeting, no document selected, or a file the platform could not read.

Before you begin

  • Note the report ID or copy the report URL from the address bar. Support works from it.
  • Note the percentage the progress bar stopped at, and how long it has been there.
  • If a document would not upload, keep the file and note its format and size.

Check this first

  1. Refresh the page. For a report frozen at roughly 65 to 80 percent, a refresh resumes the generation where it was.
  2. Wait if it is an Express report near the end. Emma Express can hang at around 78 to 79 percent and still complete, so give it a few minutes before you restart anything.
  3. Check the meeting and the documents. A report cannot be generated without a transcript, and it reads only the documents selected at generation, shown green.

The progress bar has frozen

  1. Refresh the page. Generation continues in the background and the page reconnects to it.
  2. Do not start a second copy of the same report while the first is still running; wait for the refreshed page to catch up.
  3. If it freezes again at the same point on every run, email support@advisoryai.com with the report URL and the percentage. A fault that repeats at the same point is a template or platform issue the team can trace, and if it affects every template on your account say so.

Please note: one past cause of frozen reports was a change at a third-party service AdvisoryAI relies on, since fixed and now monitored. If reports freeze firm-wide at the same time, report it with the time it started.

The report says there is nothing to generate from

A message asking you to select at least one document means the report has no input selected.

  1. Check the meeting under Past Meetings has a transcript. If the recording failed or the bot never joined, there is no transcript to build from, and the recording has to be fixed first.
  2. Tick the documents the report should read. Even when a document shows as uploaded against the client, it has to be selected for this report. Selected documents show green.
  3. Upload the recommendation if it is not in any document. The recommendation must be in an uploaded input, typically the meeting note's next-steps section, or a one-page Word document stating the recommendation, costs and destination.

A report or template never opens

A report that spins without ever loading for editing, or one template that never produces a report while the others do, is a fault to report rather than something to retry.

  1. Email support@advisoryai.com with the report URL. One past cause was a logo format in the template that the platform could not render.
  2. If a generated report shows no PDF or Word download options, refresh and reopen it. If that fails, send support a short screen recording of what you see.
  3. If you cannot open meeting notes either, say so in the same email; the two can share a cause.

A document would not upload

  1. Check the format. Word and PDF upload best. Convert spreadsheets, screenshots and PowerPoint files to PDF first, because Excel is read unreliably and image and PowerPoint files are not accepted as report inputs. Password-protected files are blocked.
  2. Check the size. There is a limit of around 100 pages per document. Upload only the relevant pages of a long document.
  3. Try again in an hour if the upload timed out. Document uploads have failed on a timeout when the external service that reads documents slowed down, and that has been fixed within hours each time.
  4. If nobody in the firm can upload anything, email support@advisoryai.com with one example file and the client ID it was for. The team checks the file's metadata and permissions and will update you when it is fixed.

Still not working

Email support@advisoryai.com with:

  • the report URL or ID, and the template name
  • the percentage the progress bar stopped at and how long you waited
  • whether a refresh changed anything
  • the file and its format, if a document would not upload
  • whether colleagues see the same thing at the same time

The team cannot see into your account, so the URL and the file are what let them reproduce it.

Next steps

  • Once the report completes, check the snapshot or the finished report for sections that say information was not provided, and add the document before you edit.
  • For reports that come out but with missing or wrong data, see the article below.

Related articles

Report frozen right now? Open AdvisoryAI, go back to the report and refresh the page once.