Troubleshooting: Incorrect or Missing Report Data

If a report in Acorn is showing zero results, missing users, or data that doesn’t match your expectations, work through the following checks.

Check 1: Date range filters

By default, most reports generate data for the last 30 days. If you are expecting all-time data, you need to clear the date filters.

1. In the report filters, set the date filter to Custom.
2. Clear the start and end date fields to retrieve all available data.

Check 2: Content or user filters

Confirm that the correct courses, users, or cohorts are selected in the report parameters. If a specific course or user is not included in the selection, they will not appear in the results.

Check 3: The user does not have a completion for the selected period

A user will not appear in a Content Completion Report if they have not completed any content in the selected period. Check the learner’s training history directly to confirm their actual completion status.

Check 4: Report is showing archived completions separately

When a Refresher Workflow expires a completion, the old completion is archived. Archived completions are separate records. If your report is showing fewer completions than expected, check whether some are in an archived state.

Check 5: The user has multiple accounts

If a user has a duplicate account, completions may be split across both accounts. The report will only show completions for the account included in the report scope. See Troubleshooting: Duplicate Accounts.

Check 6: Report preset is applying saved filters

If you are running a saved report preset, it may have date or filter restrictions baked in from when it was saved. Try creating a new report from scratch without using a saved preset to compare.

Users not appearing in reports at all

See Users Not Appearing in Reports for specific guidance on missing users.

Still not resolved?

Contact Acorn Support with a screenshot of the report parameters and the expected vs actual data.