TICKET HX-1349

Data export stuck in 'pending' state for 2 days

Status: Resolved Category: Data Priority: P2 Customer: Hassan Mubarak (Riverhill Foods) Agent: Devon Park
Hassan Mubarak Customer 2024-04-08 13:55 UTC

I requested a full export of our run history on April 6. It's been 'pending' ever since. No email, no download link. We need this for a compliance review by Friday.

Devon Park Helix Support 2024-04-08 14:18 UTC

Hi Hassan — let me look. Found your export job. It's not stuck — it's running, but slowly. Your workspace has 12.4M run records and the export is processing about 4M/day. Estimated completion: Wednesday April 10.

For exports this large we recommend chunking by date range to parallelize. If you can file 4 separate exports each covering 3 months, they would each finish in ~6 hours and you'd have everything by tomorrow morning.

Hassan Mubarak Customer 2024-04-08 14:24 UTC

Can I cancel the current one and refile? Or do they conflict?

Devon Park Helix Support 2024-04-08 14:27 UTC

You can cancel the current one in Settings → Data → Export → In progress. Then file 4 new ones for the date ranges. They run in parallel. Standard 5-active-export limit applies but 4 is under that.

Hassan Mubarak Customer 2024-04-08 14:51 UTC

Done. Cancelled, filed 4 new ones. Will report back.

Hassan Mubarak Customer 2024-04-09 08:14 UTC

All 4 finished overnight. Got the emails with download links. Just to flag — one of the URLs is showing 'expired' but the email arrived less than 24 hours ago.

Devon Park Helix Support 2024-04-09 08:32 UTC

Export download URLs expire 24 hours after generation, but each export's clock starts independently. The one showing expired likely finished earliest. Check the timestamp of the email — if it's >24h, that's expected. I can regenerate the URL on my end; the export file itself is retained for 7 days. Want me to do that?

Hassan Mubarak Customer 2024-04-09 08:36 UTC

Yes please.

Devon Park Helix Support 2024-04-09 08:41 UTC

Fresh URL sent to your email. Good for another 24 hours.

RESOLUTION

Customer's full-history export of 12.4M records was running slowly (~4M/day, estimated 3 days). Recommended cancelling and filing 4 parallel exports chunked by 3-month date ranges. All 4 finished within ~18 hours. One signed URL expired (24-hour validity) and was regenerated from the still-retained export file.