Export taking too long or not downloading

What’s happening

You started a member contact export, but either the file didn’t download or the export seems stuck.

How to fix it

Check if your export is running in the background

Every export runs in the background, whatever its size — nothing downloads straight away when you select Export. MapleGather doesn’t email you or send a notification when it’s ready; the file appears in Export history.

Open the export panel (Export button in the member list) and scroll down to Export history.
If your export shows “In progress,” it’s still running. Large exports can take up to 30 minutes for very large databases.
When it’s ready, the status changes to “Ready” and a Download button appears.

Download a completed export from Export history

Select Export in the member list.
Scroll to Export history at the bottom of the panel.
Find your completed export and select Download.

Download links are available for 24 hours. After that, the status changes to “Expired.”

Re-run an expired export

If your export link has expired (more than 24 hours old):

In Export history, find the expired export.
Select Re-run on that row. A new export starts straight away with the same columns, filter, format and archived setting — the panel doesn’t open — and “Export re-run started with the same columns and settings. The new export appears in Export history when it’s ready — you can navigate away.” appears.
When the new export shows Ready, select Download.

If the export never becomes Ready

In this version an export is never marked Failed. When MapleGather can’t write the export file, it tries again over about a day, and the export keeps showing In progress in Export history while it does. If it still isn’t Ready after that, it never will be: start a new export from the panel (applying a filter in the member list first, or choosing fewer columns, makes the file smaller). Re-run is offered only on an Expired export.

Common situations

Browser blocked the download — some browsers block automatic downloads. Check for a “Download blocked” notice in your browser’s address bar and allow it.
“Can’t re-run this export: …” — the message names the exact cause: a sensitive field your role can no longer export (you need Export sensitive fields), columns your role can no longer export, or a row whose status changed since the page loaded. Nothing was started; a re-run never drops a column.
Export started but nothing arrived by email — no email is sent for an export. Go to Export history to check the status and use the Download button there.
“Your export permission was revoked” — if the Download button is absent on a past export, your export permission may have changed. Contact your org owner.
“Some columns are outside the field categories your role can see. Remove them and try again.” — the export asked for a custom field in a category your admin roles don’t include, so nothing was exported. Reload the export page, review the columns and try again.
A downloaded export contains no data rows — your filters may have excluded all members, or your scope was set to “Selected members” with nothing selected. The file still contains the header row. Try adjusting your scope or clearing your filters.

If that didn’t work

An export never becomes Ready — MapleGather couldn’t write the export file. It keeps trying for about a day and then stops, and that export never becomes Ready. Start a new export.
You need a download link but the 24-hour window has passed — the link has expired, and it can’t be extended or renewed. Select Re-run on that row to start a new export with the same columns and settings.
Your browser is blocking downloads from all sites — check your browser’s download settings. In Chrome, go to Settings → Privacy and security → Site settings → Additional content settings → Automatic downloads and allow downloads from your org’s MapleGather domain.