Troubleshoot Reporting
How often does reporting data refresh?
Reporting data is refreshed overnight, according to the time zone of your Blackboard LMS instance.
Why can't I see my reports? (Sleep Mode)
If Illuminate Reporting is inactive for more than 30 days, the reporting area enters Sleep Mode. While in Sleep Mode, the nightly data refresh is paused and reports aren't visible. Your data isn't lost—it's simply not refreshed until you return. You can wake the system whenever you're ready.
Turn off Sleep Mode
When you sign in to Reporting while Sleep Mode is on, a message lets you know. Select Wake Up in the message to restore access to your reports. After you select Wake Up, a confirmation message shows that the wake-up process is in progress. This can take a few minutes to a few hours, depending on the size of your dataset.
When the process finishes, your reports reflect the most current data. Sleep Mode Wake Up Process Once the system is awake, you can explore your reports as usual.
Reporting isn’t working
If you experience issues with Illuminate Reporting, some frequent issues can be resolved without contacting Blackboard's Customer Support.
Check your Internet and network connection.
If your Internet connection has no issues, check status.blackboard.com to see if Illuminate is down. If Illuminate is listed, this is a known issue and we are working to resolve it.
If you don't find an issue and the problem continues, contact your institution's support or help desk.