Print this page

Troubleshooting a Report's Record Count

Knowledge Article Number 000188045
Description If you have two users that are showing different results for the same report and would like to determine the reason why, try the following troubleshooting steps.
  1. First, login as User 1 and run the Report.
  2. Copy the URL for the report and in a new window, login as User 2 and paste the Report URL. This will ensure that you are going to the correct Report.
    • Now, you will be able to see if there are any difference in the Filters or the Fields being shown. If there is a discrepancy, then the issue is that the Field Level Security for the missing field is not visible to the user. Setting this visibility through the profile or the field itself will resolve this issue
    • Check the  “View field Accessibility” too apart from Field Level Security
    • If there are no differences between the Filters or Fields, then the issue may lie within the Sharing Settings and the Users Role.
    • If the Sharing Settings are set to Private, then the issue may be due to the fact that one user isn't able to see certain records due to the User's Role.
    • To determine what records are missing, you may want to export both Reports with a unique value such as Record Id and merge the results. Then, using excel, highlight the duplicate values and then sort by cell color, this will leave you with the records being missed by one User. From here, you can determine the best way for Granting Access to Records. Or you can also create Sharing Rules for those records.
  3. Finally, if none of the above steps seem to be resolving the issue and your report has a date filter, the issue may be due to a time zone difference between the Users. Find the missing records via the above method and load one of them while logged in as each user and see if you can find any discrepancies between the two.

If none of the above resolve the issue, please contact the Salesforce Support team for assistance.

promote demote