Email (Target) Troubleshooting

Issue: After receiving the email and pressing on the "Download Your Data" button, the CSV file doesn’t open sucessfully.

How to Troubleshoot:

1. Right-click on the "Download Your Data" button and choose the option that says "open in new tab". The download should automatically begin.
   

2. (In case #1 doesn't resolve the issue) Right-click Right click on the "Download Your Data" button and choose the "open in a new window" which opens a new blank window. Then refresh the window and check if you can download the file successfully.
   

Issue: After receiving the email and pressing on the "Download Your Data" button, the CSV file doesn’t open sucessfully and raises the following error: "This XML file does not appear to have any style information associated with it. The document tree is shown below."

How to Troubleshoot:

1. Add to the Target some additional email address(es). In the case of a work-domain email, it is recommended to add your personal email and also a different user than the one that is trying to extract the file.
2. Check if the issue is occurring for the additional email address(es). If a different user is able to open the file, check for operating system / browser updates.

In case non of the troubleshooting of the issues mentioned above doesn’t help, and the document still doesn’t open, contact Rivery's support team.