Support Case #3296 - Pinnacle Insurance Comply v2 Report Formatting Issue

Of course, happy to help. So I'm pulling up support case number 3296 here — you're reporting a formatting issue with Aegis Comply v2 reports?

Yeah, exactly. So we just upgraded to — or I guess it launched yesterday, right, the v2 — and we ran our first on-demand SOC 2 report this morning and the output is just... it's not right.

-1Oliver reports the newly launched Comply v2 output is not right, describing defects in the SOC 2 report. · compliance reporting

Okay, can you describe what you're seeing? Like is it a visual formatting thing, or is data missing, or...?

It's — okay so a couple of things. First, the section headers in the PDF export are getting cut off. Like the text is truncating mid-word on some of the longer control category names. And then second, the control status table, the one that shows pass, fail, not applicable — it's rendering across two pages in a really awkward way. Like the header row is on one page and then all the data is on the next.

Got it, okay. And just to confirm — is this happening on every report you generate, or is it specific to the SOC 2 framework?

Okay, that's helpful. And when you say PDF export — are you using the direct download from the Comply dashboard, or are you going through the API?

Alright. And what browser are you using, just so I can note that down?

Yeah, there's definitely sensitivity — it's a compliance report so I'd rather not send the whole thing externally. Can you reproduce it?

Absolutely, totally understand. Let me just spin up a test environment here and generate a SOC 2 report... give me just a second.

Okay, so I'm generating it now... and yeah, I can actually see what you're describing. The header truncation is pretty noticeable on — looks like it's specifically the longer control category labels. Like the Availability and Confidentiality sections are fine but Processing Integrity is getting cut. And yeah the table pagination issue is there too.

Okay so this is definitely a bug on our end, I'm not going to ask you to clear your cache or anything like that — this is a rendering issue in the PDF generation service. Given that v2 just went GA yesterday this is almost certainly something that came in with the new release.

Yeah, that was my assumption too. Is this affecting other customers or is it just us?

I don't have visibility into other cases right now but I'm going to flag this to the engineering team immediately and check if there are other reports of the same thing. I'd expect this to be a known issue shortly if it isn't already.

Okay. And what's the timeline looking like for a fix? Because we have an internal audit review next week and we were hoping to have clean reports ready before that.

-1Oliver asks for a fix timeline because an internal audit review next week needs clean reports. · compliance reporting

Yeah, I hear you, that's a real constraint. I can't give you a hard commitment on timeline right now without talking to engineering, but given that this is a rendering defect and not like a data integrity issue, these types of fixes tend to be relatively quick to patch. I'll escalate this as high priority and get back to you with an ETA today — is email okay for that?

Email works. And look, I appreciate that — I just want to make sure we're not scrambling the day before the review, you know.

-1Oliver reiterates concern about scrambling the day before the review despite appreciating the support. · compliance reporting

Completely understand. I'll make sure the ticket reflects that timeline urgency. In the meantime — and this is just a workaround, not a solution — do you have access to the raw CSV export for the control status data? It won't have the same formatting obviously but at least the underlying data would be available if you need something to reference before the patch lands.

In the Comply dashboard, if you go to the report you generated, there should be an export dropdown — not just the PDF button — and there's a CSV option in there. It'll give you the full control list with statuses. It's not formatted for presentation but it has the data.

Okay, let me — yeah, I see it. Export as CSV. Alright, I'll grab that as a backup. That could work for our internal reference at least.

Uh... actually, yeah, there was one more thing. The page numbers in the footer — they seem off. Like page one of twelve or something, but the document is clearly more than twelve pages.

Oh interesting, okay. Let me check that on my end too... yeah, I see it — the page count in the footer isn't matching the actual document length. Okay, adding that to the bug report. Good catch.

Yep, likely all the same root cause in the PDF renderer. Okay, so next steps — I'm going to file this with engineering right after this call, flag the audit timeline urgency, and send you an email update today with whatever ETA they give me. Case number stays 3296, so you can reference that in any follow-up.

Sounds good. And if the fix does come through before next week, will we get notified automatically or do we need to re-download the report manually?

Ha, no worries — and actually you were right. Reports aren't stored and auto-updated, you'd generate a fresh one after the fix. It'll pull the latest data anyway so it'd be current.

Of course. Sorry for the hassle on day two of the v2 launch — we'll get it sorted. You'll hear from me later today on the ETA. Have a good one, Oliver.