Why Is the Export as Excel Option When Downloading Reports Produces a File That Contains Only PHP Source Snippet?

Overview

When trying to download a report using the Export as Excel options (.xlsx or .xls), it produces a file with no extension (only says Excel) with no readable data and containing a PHP source code snippet only such as the following:

/**
* ###############################################
*
* SWIFT Framework
* _______________________________________________
*
* @author XXXX XXXX
*
* @package SWIFT
* @copyright Copyright (c) 2001-2012, Kayako
* @license http://www.kayako.com/license
* @link http://www.kayako.com
*
* ###############################################
*/

// Interface Declarations
define('SWIFT_INTERFACE', 'staff');
define('SWIFT_INTERFACEFILE', __FILE__);

if (defined("SWIFT_CUSTOMPATH"))
{
chdir(SWIFT_CUSTOMPATH);
} else {
chdir('./../__swift/');
}

require_once ('./swift.php');

?>

Information

These cases were tied to the Excel writer being overwhelmed by a large return of results. To resolve this issue and to increase the speed of rendering reports, it is necessary to request only needed data from large databases. For example, if you need a report only from a given time range, then there is no need to fetch all the data available in the database. Please see the Optimizing KQL Reports to know how to focus on the target result set which you want to see.

It was also observed in some cases that this problem only occurs to certain users. You may want to ask someone else from the team to try downloading the report.

Whatever the case may be, please feel free to reach out to our support team so we can investigate further.

1. Click the Submit a ticket button at the top or at the bottom of this page. If you already have an open ticket with us for this issue, then skip this step (use the existing ticket).

2. Provide the following details:

   • Instance name (e.g., domain.kayako.com)
   • A short description of the problem.
   • Attach the sample report you have downloaded.
   • Screenshot of the error if there's any.
     • NOTE: A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
   • If you are allowing support to impersonate your account for troubleshooting purposes, please see Sharing Secure Access to Your Kayako Classic Helpdesk. 
   • Include the troubleshooting steps you have already tried.