What to do when you experience “error encountered” in the reports download queue when downloading via the Community™ website?
![web - error encountered - highlight error- cropped](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/qtok6Q9QjR/web%20-%20error%20encountered%20-%20highlight%20error-%20cropped.png)
Using a stable internet connection, kindly access the Community™ website via our recommended browser (Google Chrome) then go to the settings to clear the cache and ensure that the necessary cookies are accepted. Next, try to log-in.
Once you’ve logged in, kindly go to the reports download queue and delete the report with the status “error encountered”.
![web - error encountered - reports download tab](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/KqkWs1PaOS/web%20-%20error%20encountered%20-%20reports%20download%20tab.png)
![web - error encountered - cropped (1).png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/fmjfc0Xkb7/web%20-%20error%20encountered%20-%20cropped.png)
Afterwards, re-download a new copy. Click this link if you need further instructions on how to download the report from our website.
In case the issue persists, kindly reach out to us at [email protected] and send a screenshot of the error you are encountering.