Solutions to the most common issues users encounter with the Business Performance Report.
This article covers the most common issues users encounter with the Business Performance Report and how to resolve them.
The Trends button is not visible
Most likely cause: The Business Performance Report permission has not been enabled for your user account.
Steps to resolve:
1. Confirm you are logged into a client business, not the practice dashboard. The Trends button only appears when a client business is open.
2. Ask your practice administrator to check that the Business Performance Report permission is enabled for your account in Staff and Access Permissions.
3. Once the permission is enabled, log out and back in for the change to take effect.
If the permission is already enabled and you have logged out and back in, contact the BrightAP Support Team with your practice name and username.
The report is taking a long time to generate
Expected generation time: 20–40 seconds. Up to 60 seconds is within normal range.
▪ Under 60 seconds: This is expected. The report is gathering up to six years of nominal data and running AI analysis across multiple metrics.
▪ 60–120 seconds: This may reflect temporary load on the AI platform. Wait and try again. If it occurs regularly, contact support.
▪ Over 120 seconds, or the report appears to hang: Refresh your browser and try again. If the issue persists, contact the BrightAP Support Team with your practice name, client code, browser, and the approximate time the issue occurred.
Charts or tables are blank or not displaying
Steps to resolve:
1. Refresh your browser.
2. If charts are still missing, click Generate New Report to regenerate from scratch.
3. If the issue continues, try a different browser. Chrome is recommended.
4. If the issue persists across browsers, contact the BrightAP Support Team with: a screenshot, your practice name, client code, browser and version, and the metric(s) affected.
Important: Generating a new report will replace your previously saved version. Export to PDF or Word first if you need to keep your current report.
The AI commentary does not match my data
If you spot commentary that appears factually inconsistent with the underlying ledger data:
1. Click the thumbs down button on the affected metric section.
2. Add a brief comment describing what you expected to see — for example: "Commentary says revenue increased, but it actually decreased in FY2024."
3. Submit the feedback.
This captures the issue against your user, practice, client, and specific metric, so our development team can investigate.
Before submitting: Check that the underlying ledger data is correct. If the trial balance contains errors or incomplete years, these will flow through into the commentary.
I edited the commentary, but the chart did not update
This is expected behaviour. Charts and tables are always generated from the underlying ledger data, not from the commentary text. If you have manually changed figures in the commentary, the chart will still reflect the original ledger values.
The first-use disclaimer keeps reappearing
The disclaimer should appear only once per user, the first time you access the BPR.
Steps to resolve:
1. Clear your browser cache and cookies.
2. Log out and log back in.
3. If the disclaimer continues to reappear, contact the BrightAP Support Team with your username, practice name, and browser details.
I accidentally generated a new report and lost my customised version
Unfortunately, generating a new report replaces the previously saved version, and it cannot be recovered.
Recommended practice going forward: Export your report to PDF or Word as soon as you have finished customising it. That way, you always have a copy regardless of what happens in the application.
Saved report history — the ability to return to multiple previous versions — is on the roadmap for a future release.
I am getting an error when I click Trends
Contact the BrightAP Support Team with the following information:
▪ Your practice name
▪ The client code you were trying to run the report on
▪ A screenshot of the error message
▪ The approximate time the error occurred
▪ Your browser name and version