> For the complete documentation index, see [llms.txt](https://help.bioinsight.illumina.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.bioinsight.illumina.com/emedgene/emedgene-analyze-manual/case-completion-and-reporting/report/troubleshooting.md).

# Troubleshooting

Use this guide if you cannot [preview or print a case report](/emedgene/emedgene-analyze-manual/case-completion-and-reporting/report/previewing-and-generating-report.md).

Check the following fields:

* **Variant interpretation fields:** **Variant Interpretation notes** for reported variants
* **Case interpretation fields:** **Interpretation notes**, **Gene interpretation**, and **Recommendations**
* **Custom fields:** Fields in **Additional case information**

{% stepper %}
{% step %}

### Remove special characters (versions before v100.39)

Check all listed fields for ampersands (`&`) and less-than (`<`) and greater-then (`>`) signs.

Remove them, then preview the report.

If you do not find any special characters, or the issue persists, continue to step 2.
{% endstep %}

{% step %}

### Remove non-printable characters

Copy the text from each listed field. In each field, right-click, select **Paste as plain text**, then paste the text back.

Preview the report.

If the issue persists, continue to step 3.

{% hint style="info" %}
Whenever possible, paste text as plain text, especially text copied from PDF files. This helps prevent non-printable characters.
{% endhint %}
{% endstep %}

{% step %}

### Remove cited papers with no authors

A PMID record with no listed authors prevents report generation. In every listed field, check for PMID citations with no listed authors.

Remove the citation or replace the PMID. Then generate the report again.

If the issue persists, contact [Illumina Technical Support](mailto:techsupport@illumina.com).
{% endstep %}
{% endstepper %}


---

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