Common errors when generating or downloading reports

If you’re having trouble generating or downloading reports in Metricool, check the most common errors below and how to fix them.

The report shows an error when downloading

If an error appears when downloading the report or the file is not generated, it’s usually due to one of the following reasons:

▪️ Temporary or session error

In some cases, the error is caused by a temporary issue during the report generation process.

What to do:

• Refresh the page and try again.
• If you’re using the app, try generating the report from the web version.

▪️ No sections selected or summary conflict

If no report sections are selected, or if the summary causes a conflict, the download may fail.

What to do:

• Make sure you select at least one section before generating the report.
• If you include the summary, try generating the report without it.

▪️ Image-related issues

Images with very high resolutions (logo, cover, or backgrounds) can cause the report generation to fail.

What to do:

• Use images with moderate resolution and avoid very large files.
• Note that PNG logos with transparency are currently not supported (a white background will appear).
• If the error continues, reduce the image size or temporarily remove them and try again.

▪️ The report includes too many posts

When a report contains a very high number of posts, the generation process may fail.

What to do:

• Reduce the report time range.
• Generate multiple reports grouping some social networks instead of including all of them in a single report.

The report downloads empty or corrupted

If the downloaded file is empty or cannot be opened, try the following:

• Generate the report from the desktop version (not from the mobile app).
• If you’re using a custom template, check that it’s configured correctly.
• Try generating the report without a template to rule out configuration issues.

PDF or PPT file issues

These problems are usually related to the file format or the template used.

Corrupted PPT or “invalid format” message

This error is more common on Mac or when opening the file with Keynote.

• Download the report in PDF format as an alternative.
• Make sure you have the latest version of PowerPoint installed.

Grid background in PPT:

If the background appears as a grid when opening the file:

1. Open the PPT file.
2. Right-click on the background.
3. Select Format Background.
4. Uncheck “Tile picture as texture” in the right panel.

PDF without logo or missing elements

• Check the images in your custom template (logo, cover, or inner pages).
• Make sure the image dimensions are correct.

Thumbnails do not appear

If post thumbnails are not displayed in the report, check this specific article:

Why thumbnails are not displayed in analytics and reports

I can’t create custom reports

Custom reports are only available on the Advanced plan. If you’re on the Starter plan, this option won’t appear in your account. Remember that downloading reports is a premium feature.

🆘 If after following these steps the report still doesn’t generate or download, contact the support team via chat or email help@metricool.com

Updated on: 05/02/2026