A custom report may return zero rows or omit specific users for several distinct reasons. This article covers the most common causes and how to resolve each.
Diagnose
Check 1: Report criteria were edited on an existing report → Navigate to the Custom Reports dashboard and review whether the report was modified after its initial generation. → If true: The system does not retroactively apply updated criteria to existing reports. Proceed to Fix 1. → If not: Continue to Check 2.
Check 2: Date range does not cover the target reporting weeks → Open the report and review the selected time frame filter. → If the date range excludes the weeks you need: Proceed to Fix 2. → If the date range is correct: Continue to Check 3.
Check 3: The Check-in question being reported on is inactive → Go to the Check-ins question settings and confirm the question status. → If the question is inactive: Proceed to Fix 3. → If the question is active: Continue to Check 4.
Check 4: The report includes users you do not have permission to view → Confirm your role permissions. You can only generate reports for people you have access to manage, including yourself. → If your role lacks global viewer permissions: Proceed to Fix 4. → If permissions are correct and data is still missing: See If It Still Fails.
Fix
Fix 1: Recreate the report with updated criteria
- Navigate to Insights Dashboard > Reports > Custom Reports.
- Click Explore to start a new report.
- Select your report type and configure all filters from scratch.
- Click Generate report.
Fix 2: Adjust the date range
- Open the report in the Custom Reports dashboard.
- Update the Time frame filter to include the target reporting weeks.
- Click Generate report.
Fix 3: Confirm the question is active before reporting
- Go to the Check-ins question settings in your admin account.
- Locate the question and confirm its status is Active.
- Return to the report and regenerate it.
Fix 4: Request global viewer permissions
- Contact your account admin.
- Ask to be assigned global viewer permissions.
- Regenerate the report after permissions are updated.
What Resolution Looks Like
After applying the correct fix, the generated report displays rows of data matching your filter criteria. All users within your permission scope appear in the results. An empty report or partial results with correct permissions indicate a date range or question status issue remains.
If It Still Fails
Contact 15Five support. Provide the following when you reach out:
- Report type (Pulse, Priorities, Questions, High Fives, or OKRs)
- Time frame selected
- Screenshot of the empty or incomplete results
- Your role and permission level in 15Five
Visit the Contact 15Five page to submit a request.
Not Covered Here
This article does not cover building or generating a custom report from scratch; see Pull a custom report for those steps.