Overview
This article collects the problems people meet when a report does not arrive or does not look as expected, and when a cost figure shows a dash, NA, or an amount that looks too low, and how to fix them. Each item names the message or behavior you see, the cause, and the fix.
Business value
Reports and savings figures are only useful when they are complete and priced. Finding the cause of a missing report or price here gets the numbers back without a support request.
How it works
Reports use the data from the last sync, and a report run for a tenant whose connection is disconnected or whose sync is failing is abandoned. Prices come from a Microsoft Customer Agreement billing account or from a custom price you set in the Global price catalog. Many problems trace back to a sync that needs fixing or a license that has no price. For default values and fixed rules, see Limits and defaults.
Troubleshooting
Reports
These problems appear when a report does not arrive or does not look as expected. For more, see Reports in Tenant Manager.
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Generate now is disabled, or the switch of a report is unavailable.
Cause: Generate now is disabled when the report is switched off, it has no notification channel or recipient email address, you do not have Manage on Reports, or a run is already queued or running. Read the tooltip on Generate now to see which one applies.- "Enable report generation to generate this report" means the report is switched off. Fix: Turn the switch on first.
- "Select a notification channel or enter a recipient email address in Configure first" means the report has no channel or recipient. Fix: Open Configure and add one.
- "You are not authorized to perform this operation" means you do not have Manage on Reports. Fix: Ask for Manage on Reports.
- A run is already queued or running. Fix: Wait for the current run to finish in Generation history.
- The switch of a report is unavailable, and its tooltip reads "Configure this report first. Choose a notification channel or a recipient email address, then enable it." This happens until the report is configured with a channel or, on SaaS, a recipient. It applies to a report that was never configured whether or not a default recipient is set. On private hosting, the tooltip reads "Configure this report first. Choose a notification channel, then enable it." Fix: Open Configure, enter a recipient (SaaS) or select a channel, select Save, and then switch the report on.
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A report is missing, abandoned, or incomplete.
Cause: Three different situations. Find your case below.- A warning note about a failed sync above the grid means the last sync of the tenant failed or logged an issue, so reports on the tenant are abandoned until a sync finishes without issues. Fix: Follow the note. Wait and select Sync, or update the client secret in Edit tenant and then select Sync.
- A run shows Abandoned when the tenant's connection was disconnected or its sync was failing when the report ran, so there was no current data to report. A run that is Abandoned or Failed has no file. Fix: Fix the connection or sync, and then select Generate now.
- A run shows Succeeded with issues, or the File column shows Not stored, when a destination could not be reached or the file could not be saved for download. Fix: Hover over the Status badge to read the issues, and select View details in the Notifications column to see which destination failed. When the file is Not stored, the message is still sent, but it has no Download report link. If a destination shows that its channel was deleted or refused the message, select a working channel in Configure or check the channel's settings under Settings > Notification channels.
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The report shows more inactive users than I expect.
Cause: The tenant has no Entra ID P1, so last activity comes from Microsoft 365 usage reports that record only email, Teams, SharePoint, and OneDrive use and can miss activity.
Fix: Check the user in Explore users before you ask for a removal.
Prices and costs
These problems appear when a figure shows a dash, NA, or an amount that looks too low. For more, see Global price catalog.
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A price figure shows a dash or "NA", a report summary shows licenses not priced, or a catalog cost looks too low.
Cause: Tenant Manager has no seat price for the license. Prices come from a Microsoft Customer Agreement billing account or from a custom price. Billed prices exist only for tenants on a Microsoft Customer Agreement. Licenses that are billed another way, for example as partner benefits or through a partner, have no billed price. This shows up in three ways:- Annual savings, Monthly savings, or Unit price shows a dash or "NA" when Tenant Manager has no seat price for the license.
- A report summary shows licenses not priced when Tenant Manager found no price for those licenses, and no custom price is set.
- The costs on a catalog row look too low when some of the tenants that hold the license have no price. The warning in the Tenants cell names them.
Fix: Set a custom price in the Global price catalog so that every tenant is priced, or connect a billing account that Tenant Manager can read. After you set a custom price, generate the report again.
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The Billing type badge says No billing access, or the pencil in the Global price catalog is disabled.
Cause: The connection to the tenant has no billing role. Or you are not the Turbo360 account owner or a module owner, so the pencil is disabled. An Owner role limited to a tenant group or a single tenant does not count.
Fix: Ask your Microsoft Entra administrator to grant the Billing account reader role on the billing account. For the disabled pencil, ask the Turbo360 account owner or a module owner to set the price, or to change your role.