Here are the general troubleshooting steps our support team follows if someone tells us that Report Sender is not delivering their reports.
Want our help? If you'd like us to help you troubleshoot, please grant us login access and copy your Org ID (found in Setup > Company Information). Then, send us a message using the chat icon at the bottom right of this page with the Org ID and any details about what you've done to troubleshoot so far.
1. Double-check the Report Schedule
We all make mistakes. Before you look into errors and other configuration issues, double-check the schedule from the Report Sender tab. Check the recipients' emails and the delivery schedule to make sure they match what you expect. If you have the option enabled to skip sending if it's blank (Plus/Premium feature), make sure the report has data. This is also a good time to try the Send Now link and see if you get any errors.
Tip: If you are sending reports to customers, partners, or other external parties, you can clone the report schedule to test it instead of potentially sending them several test emails.
2. Check for Report Sender Errors
If Report Sender is failing, the running user should get an email with the error messages. If you're not the running user, you can also run a report using the Report Schedules with Logs report type and see if there are any error messages. If you're getting errors, see the article on Report Sender errors or send our support team a message with the error details.
3. Check Salesforce Email Configuration
Next, we'll check the Salesforce email configuration. Report Sender sends emails through Salesforce, and there are a few reasons Salesforce may have problems sending the email.
Has the user who is sending the report verified their email address?
If you're in a sandbox, have all emails been allowed from Setup > Email Deliverability?
Do you have any custom triggers that are blocking Report Sender from sending emails? Any errors would show up in Setup > Apex Jobs next to the ReportExport jobs.
4. Check for Email Delivery Issues
If you've made it this far, then the email is probably getting blocked somewhere after it is sent from Salesforce. These kinds of problems will typically involve checking email security configuration with your email administrator and any vendors that control email security. To help find out what the potential issue might be, we recommend checking for problems in two places and then discussing these with your email administrator.
Request email logs from Salesforce Setup and see if there are any failures. Our support team cannot do this on your behalf, so we may ask you to download these if you ask us for help.
Get a temporary email address from https://www.mail-tester.com and send an email with no private data to it to get a report on email deliverability.
If you or your email administrator need help configuring certain email settings in Salesforce, we recommend starting with this Salesforce article: Salesforce help article: Work With Email in Salesforce.