When something doesn't work as expected with a case export, this article helps. Here you'll find the most common situations and what you can do about them.
The preview takes a long time to load
For large exports, calculating the preview takes longer. While the preview is being created, amaise shows you an estimated wait time ("The preview will be ready in …"). You'll find guideline values for typical wait times in the article Case export: limits and large cases.
You don't have to wait: you can switch to another browser tab while the preview is being calculated. The export keeps running in the background, and when it finishes amaise marks the tab title with ✓ Preview ready and shows a green Preview ready note. As soon as the preview is ready, it's also available in the export list. If a preview hasn't appeared after about 20 minutes, amaise stops waiting and shows an error — create a smaller export (see Case export: limits and large cases) and try again.
The export fails after several minutes
If an export fails, the message "Error creating preview" appears. (If instead you see a message about too many documents or entries, see The export is too large below.) It means the export couldn't be created in full. Here's what to do:
Select fewer documents and create the export again.
Turn off continuous page numbering (the "Paginate pages according to Art. 8 ATSV" toggle in the settings) if you don't strictly need it.
If the problem persists, contact support — we're here for you.
The export is too large
A case export can hold at most 1,800 documents, and at most 2,000 entries in total (documents and headings combined). If you go over either limit, amaise shows a clear message instead of failing silently:
"Your export has too many documents. The limit is 1800 — please split it into smaller exports."
"Your export has too many entries (documents and headings combined). The maximum is 2000 — please split it into smaller exports or remove some headings."
Split the case into several smaller, themed exports — for example by document type, time period, or procedural step. If you hit the entries limit while under 1,800 documents, you can also remove some custom headings. For planning guidance, see Case export: limits and large cases.
A document is locked
Some documents are locked because they're part of a case export with continuous pagination. In this case you'll see the message: "This document was paginated in an export and is therefore locked. To unlock it, contact your administrator."
While a document is locked you can no longer change its type or data, or move, split, merge, or delete it. The lock keeps the continuous page numbering consistent across all documents; only an administrator can release it by removing the pagination from the document.
The email with the access code doesn't arrive
When you share an export by email, the recipient receives a one-time code (OTP). If the email doesn't arrive:
Check the recipient's spam or junk folder.
The code is valid for 60 minutes. If it has expired, the recipient requests a new one right on the access page via the "Get access code" button — you don't need to share the export again. The access itself stays valid for 30 days.
The shared link doesn't work
Shared links are valid for 30 days. After they expire, you'll see the message "Link has expired" — open the share dialog and click Renew link access to extend it.
The password doesn't change when you renew. If the recipient no longer has it, open the share dialog and, in the link section, copy the password again (use the show icon to reveal it).
If you don't see the "Share export securely via link" section in the share dialog at all, sharing by link is turned off for your workspace. In that case, use email sharing with a one-time code — both ways offer the same protection.
The recipient can't open the documents
If the recipient enters the wrong password they see "Wrong password"; with email sharing, a wrong code shows "Wrong access code". Ask them to copy the password or code again carefully, without any leading or trailing spaces.
You can check what happened: open the share dialog and select History. Failed attempts appear as "Access denied", and successful opens as "Export viewed" — the history also shows when the export was shared, downloaded, or when an access code was requested.