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Unable to download a document

Find out what to do when a document fails to download from Sage HR.

Written by Oliver Cook

Sometimes a document won’t download from Sage HR, and you see the following image on the screen.

Circle with a grey person icon in it.

Resolve a stale document

An admin needs to contact Sage HR Support to refresh the document.

  1. Start a chat with Sage HR Support.

  2. Ask the Sage AI assistant to refresh the stale document.

After Support refreshes the document, try downloading it again.

📎NOTE: This issue doesn’t affect payslips. If you have problems downloading payslips, use the relevant guide instead:

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