Why did I not receive the report I requested?
There are 2 main reasons for not receiving a report that you requested.
- The email address supplied was not deliverable
- The report was too large to generate and deliver
Undeliverable Email Address
There are a number of reasons for an email not to be deliverable.
The most common cause of a report not being delivered is if the email address is incorrect.
The FIRST thing you should do is double check the email address(es) entered on the request report
If all the email addresses are correct there are a few other possibilities.
Problem | Action |
There is a temporary issue with the recipient's mail system | We will automatically attempt to redeliver the report in a couple of hours (normally trying 3 times) |
The recipient's mailbox is full | The recipient mail system will reject delivery for the mail because no more mail can be delivered there |
The recipient has marked mail from us as spam | Our system will not send mail to this recipient again! |
Someone else on the recipients email system has marked a message from use as spam | The recipient mail system will block our email from being delivered. |
The recipients mail system has flagged the message as spam (no user input) | The recipients mail system will reject all mail to mailboxes that are on it's system. This can be a fault with the spam system sometimes. |
The size of the file is too large to send by email | Our mail system will not be able to delivery the message to the recipient system. Our system has a limit of 4MB. If the report is larger than this, it will fail. |
There is a significant internet outage | While this is very rare, it is becoming more common that a major internet vendor experiences a major outage. In this case will will update our service status page and will experience significant disruption. Once the outage is resolved, we will automatically retry sending the messages. |
The Report Was Too Big
If you report contains a lot of data that has to be compiled, particularly if you ran a report over a large time-frame, the time it takes to process is to long or file size produced is too to email to you.
This is very common running annual reports if you do high volumes of quotes or consignments.
You can check with you organisation's system administrator as they can see the status of your report requests.
If you are the system administrator and are seeing consistent failures in report requests, please raise a ticket and we will assist you.
Reduce the date range of your report request to reduce the amount of data that has to be processed to increase the chance of your report being produced and successfully delivered
Related Articles
Reporting Centre
The reporting module allows you to export data and gain information about your business. Users with a manager role will be able to access the reporting centre The reports are organised into categories which are arranged in a tree menu structure on ...Reporting Dates
Most reports allow you to select the date a report is based on. Reports Based On Specific Dates Some reports are based on specific dates which cannot be changed. Theses reports will indicate which date is used on a Quote/Consignment/Movement. This is ...CocoonOPS FAQ
What is CocoonFMS® and CocoonOPS? CocoonFMS® offers cloud-based logistics software tailored for freight forwarders, project forwarders, 3PL/4PLs, ship agents, couriers, and transport operators—underpinned by their flagship TMS called CocoonOPS. Is ...User Manager
Here you can manage user’s access and permissions in CocoonOPS. Users with the System Admin or an Manager role can manager user accounts This allows you to: Create user accounts to login to CocoonOPS Attach the user to an office (Quotes and ...Customer Portal Access
If the organisation has the Customer role you can give users access to the portal. You can turn on/off access to the portal using the PORTAL ACCESS switch. This will enable and disable their user account on the CocoonTMP portal. ...