Troubleshooting DSR Report Downloads from the Admin Dashboard
This guide helps you fix issues when downloading DSR reports from the Admin Dashboard (Report tab or Integrations tab). Work through the steps in order. If the data subject is downloading from the Privacy Center instead, see the related guide linked at the bottom.
When you click Download on an incoming privacy request in the Admin Dashboard, the progress bar may reach 100% even though no file appears in your Downloads folder. This usually means the in-browser decrypt and save step failed after the data was fetched, not that the request data is missing on Transcend's servers.
- Progress shows 100% but no file is saved locally (Report tab or Integrations tab).
- Download appears to finish, then nothing shows up in the browser Downloads list (Ctrl+J on Windows, Cmd+Shift+J on Mac).
- Failures are more common on Microsoft Edge on Windows, especially if you switch to another tab or app while the download runs.
The request must be in the Downloadable phase before a report archive is available. If the request is still in Preflight or another earlier phase, the download button may appear to run but there is nothing ready to save yet.
- Open the request and check its current status on the request overview.
- Confirm the Report tab lists files and the Download action is available for a completed archive.
This is the most common fix. After you click Download, stay on the Transcend tab until the file appears. Do not switch to email, Teams, or another browser tab while the download runs. Browsers (especially Edge) can throttle background tabs and interrupt the in-browser decrypt step, even for small files.
Do not trust the progress bar alone. Reaching 100% means the fetch step finished, not that the file was saved to disk. Wait for the file in your Downloads folder or for an explicit error message.
If the download still fails, open the request in a fresh session to clear stale authentication state:
- Log out of the Admin Dashboard and log back in, or
- Open the request in a private/incognito window and sign in again.
Then repeat Step 2: click Download and keep the tab in the foreground until the file saves.
Recommended browser: Google Chrome.
If the download works in Chrome but not in Edge (or your default browser), the issue is likely browser-specific or related to corporate endpoint policy on that browser. Share both results with Transcend Support so we can narrow the cause.
Ad blockers, privacy extensions, VPN extensions, and corporate DLP tools can block in-browser downloads from app.transcend.io. Temporarily disable them for the Admin Dashboard domain, refresh the page, and try again.
- Ad blockers (uBlock Origin, AdBlock Plus, etc.)
- Privacy extensions (Privacy Badger, Ghostery, DuckDuckGo Privacy Essentials)
- VPN extensions or corporate proxies
Open the browser Downloads list immediately after clicking Download (Ctrl+J on Windows, Cmd+Shift+J on Mac). The file may have saved to a different folder than you expect, or the browser may show a blocked-download warning you need to allow.
If the data subject is downloading from the Privacy Center instead of the Admin Dashboard, see Troubleshooting Data Report Downloads from the Privacy Center.
If the issue persists after these steps, contact Transcend Support with:
- The request URL you are downloading from
- Browser name and version (e.g., Microsoft Edge 149 on Windows)
- Whether Chrome and Edge behave differently on the same machine
- A screenshot of the browser console (F12, Console tab) immediately after a failed attempt