Troubleshooting

Every Beacon Reports file is pre-validated against the BIRT render engine and the TeleStaff uploader before it's emailed to you, so most of what's on this page you'll never see. But if you do, here's what each error means.

The delivery email never arrived

• Check your spam folder — large attachments occasionally trigger municipal email filters.
• Confirm the order in your order history. If the order status shows delivered, the email left our side cleanly — your mail server held it up.
• Re-download the file directly from order history. The download bypasses email entirely.
• If neither of those works, email support with the order reference.

TeleStaff shows an error when I try to upload

Take a screenshot of the TeleStaff custom-reports screen — the error text appears in red above the import box — and email it to support with your order reference. We repair upload-stage failures at no charge and email you a corrected file.

The most common upload-stage errors and what they mean:

EngineException / ScriptException

TeleStaff's BIRT engine couldn't parse a script in the report. Usually means a JavaScript syntax issue specific to your TeleStaff version. Our templates avoid the modern syntax that causes this on older engines, so if you see it on a Beacon Reports file we want to know — it's likely a version edge case worth patching.

XML schema / parse error

The report definition file failed XML validation. This is rare on Beacon Reports files because every artifact runs through a schema check before delivery. If you see it, the file may have been altered in transit (some municipal antivirus tools strip or rewrite attachments). Re-download from order history as the first fix.

Library reference / data source error

TeleStaff couldn't resolve a library reference or data source inside the report. Almost always means TeleStaff is missing the shared core report library at the expected location. Email support — we'll diagnose and adjust the file to your environment.

The report uploads but looks wrong

Logo is fuzzy, stretched, or distorted

Re-order with a higher-resolution PNG or — ideally — an SVG. SVGs scale cleanly to any cover-page size. If you have only a low-res raster, send us the highest-resolution version you have and we'll rebuild the file at no charge.

Department name is cut off on the cover

Long department names occasionally overflow the cover slot. We'll adjust the layout — email support with the order reference and the desired wrap point.

KPI cards show placeholder values

You ordered the Free Edition. KPI cards are locked in the Free Edition by design. Upgrade to Professional to unlock live values.

Numbers look wrong

The report renders against your live TeleStaff data, not a snapshot. The most common cause of "wrong" numbers is a date-range filter or a roster scope that doesn't match what you expect. Re-run with a known good window first; if the result is still off, email support with the order reference and a screenshot of the run parameters.

I can't sign in

• One-time codes expire after ten minutes. If yours is past that, request a new one — the old code is dead.
• Codes are single-use. If you accidentally enter an already-used code, it will fail; request a new one.
• Check your junk folder — some municipal mail filters quarantine the sign-in email on the first send. Mark it as not-junk and the next one usually lands.

Still stuck

Contact support. Most replies come back within a business day; upload failures and access issues are treated as priority.