If you see an internal server error when running or downloading a report in Access Care Planning, the report has not loaded and no data has been lost. This article explains what to try before raising a support case.
📌 Note: If you are seeing an internal server error when submitting a form rather than when running a report, see Form submission troubleshooting guide instead.
What to try first
Reduce the date range. Reports that process a very large volume of data can fail due to the size of the query. Go back into the report settings and set a shorter Period, for example two weeks instead of three months. If the report then runs successfully, work through the data in smaller date range batches.
Remove Body Map fields from the report. If your form includes Body Map components and you have added a Body Map field to your report, try removing that field and running the report again. A series of fixes for Body Map report generation were shipped in ACP Server 8.2.6, 8.2.6.3, and 8.2.7. If you are on an older server version and seeing this error on a report that includes Body Map fields, updating to 8.2.7 or later is the primary fix. Raise a support case if you are unsure of your current server version.
Try a different browser. Clear your browser cache or switch to a different supported browser such as Google Chrome or Microsoft Edge. A cached error state can occasionally cause a report to fail on reload when the underlying issue has already been resolved.
Wait and retry. If the server is under high load, a report may time out. Wait a few minutes and try running the report again before escalating.
When to raise a support case
If the report continues to fail after working through the steps above, raise a support case via the Access Digital Assistant. Include the following information so the support team can investigate the server logs:
The name of the report.
The date range (Period) you were running the report for.
The time the error occurred.
Your ACP server version (visible in the bottom left corner of the web console).
Whether the report includes any Body Map fields.
📌 Note: A series of root cause fixes for report internal server errors were shipped progressively across ACP Server 8.2.3 through 8.2.8. If your environment is on an older server version and experiencing repeated report errors, raising a support case to request an upgrade review is advised.