Reports will not load or users are locked out: what to check and when to contact Support

Use this article when the Reports page in Fleet360 (Home > Reports) does not open, stays on a spinner, shows Failed to load reports, or a user reports being “locked out” of reporting. The first thing to establish is whether the problem is one person’s login or browser, or everyone’s. The steps are different, and browser troubleshooting will not fix a company-wide problem.

How the Reports page opens

The Reports menu item is only shown to users whose user group has the Reports permission and whose company has reporting enabled. When the page opens, Fleet360 starts a new reporting session on the RTA reporting server for that user (with the user’s report role and facility access) and then loads the reporting tool into the page from that server. Each visit to the page starts a fresh session, so there is nothing to “unlock” on the user’s account; if the session cannot be started or the tool cannot be downloaded, the page shows Failed to load reports.

Step 1: is it one user, or everyone?

Before anything else, ask one or two other users at the company (ideally at a different facility) to open Reports.

• Only one user is affected → follow Single user or single browser below.

• Several users, several facilities or the whole company are affected, or reports stopped for everyone at about the same time → skip the browser steps and go to Company-wide failures below.

Single user or single browser

1. Confirm the user has report access. If Reports is missing from the Home menu, the user’s user group does not have the Reports permission (or the user is in a facility where it is not granted). An administrator can check the user group; see User Permission Definitions Chart. Nothing in the reporting tool itself locks a user out.

2. Sign out and sign back in, then open Reports again. This starts a new reporting session.

3. Try another browser, a private/incognito window, or another computer. If Reports opens there, the problem is the first browser: clear its cache and cookies for app.rtafleet.com, and turn off ad-blockers or privacy extensions for the site, because the reporting tool is downloaded from RTA’s reporting server and blockers can stop that download.

4. Check the network. If the user is on a company network or VPN that other users are not, a firewall or web filter may be blocking the reporting server. Try from a different network (for example a phone hotspot).

5. One report only? If the Reports page opens but a specific report will not run, note the report name and folder and see Reporting Tool Overview for how to run and export; a report that fails for everyone is a report problem, not an access problem, and should be sent to Support with the report name.

Company-wide failures

If Reports fails for multiple users or facilities, or all users lost reporting at the same time, it is not something a user or administrator can fix from the browser. Stop troubleshooting and contact RTA Support so it can be checked on the RTA side. Please include:

• your company name and the facility or facilities affected;

• how many users are affected, and whether any user can still open Reports;

• the exact message on the screen (for example Failed to load reports) and a screenshot;

• the report or page you were opening and the date and time (with time zone) it failed;

• whether the rest of Fleet360 (work orders, assets) is working normally.

Quick reference