Exporting Error

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  • Problem
  • Updated 5 months ago
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After completing a mailing export, when I click to retrieve it it gives me the following error message:

The page cannot be found.
The page you're attempting to access does not exist.

I have tried going in incognito window in Chrome to see if that was the issue but I still have the same problem.

Any ideas?
Photo of University of Dallas - Marketing Department

Posted 1 year ago

  • 2
Photo of Andrew Heuback

Andrew Heuback, Official Rep

  • 142 Posts
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Hey there! When I hopped into your account, I was able to successfully download the recently-generated response export (March_Corporate_Part_15520912). This may be a caching issue with Google Chrome. Go ahead and completely clear your browser's cache and cookies; here are the settings that should be selected:


Once you've done that, restart Chrome completely before trying again.

If you're still having trouble after doing that, I'll want to log in with your username for further testing; if this is the case, let me know if I can temporary change the password for testing purposes. Hopefully refreshing the browser does the trick but if not, I'll be looking out for your reply!
(Edited)
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Onlife Health

  • 13 Posts
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Any other possible solutions? I am getting exactly the same error, and have had two others on my team test - they have the same problem. Neither the incognito tab or clearing browsing data solved the issue. Thanks!
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Grey Stepp, Support Team Manager

  • 1700 Posts
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Hi there OnLife Health, 

It's also important to note here that ONLY THE PRIMARY USER on the account can download Exports.  Are you logged in using the Primary Username? 

- G
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Onlife Health

  • 13 Posts
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Ah, thank you Grey - that must be the issue.
I'm having this same problem and it doesn't appear to be a cache issue. I'm also the only user on the account. Can someone advise?
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Grey Stepp, Support Team Manager

  • 1700 Posts
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Hey there, it looks like you're a sub-account of Firespring.  You'll want to reach out to them and ask them to assign you as the Primary User in order to have access to Exports.
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College of Engineering

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I am having this exact same problem. Any advice? I am unable to download my mailing response
Photo of Grey Stepp

Grey Stepp, Support Team Manager

  • 1700 Posts
  • 135 Reply Likes
Hi there, often clearing the cache and cookies from your browser and restarting the browser will fix that specific error (see Andrew's instructions above).  

You will also want to make sure your username has been given permissions to download exports.  Any tiered Owner or Manager will be able to, as well as any sub-users that are specifically given that permissions set.  

If you're seeing the exports page, then you have access, and I would suggest clearing your cache and cookies.