Troubleshooting Laya Export Studio

Fix common problems in Laya Export Studio: messages, missing pages or issues, branding, imports, PDF Tools, the macro and the licence.

Last updated 20 October 2026

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Messages you may see

What you see	What to do
"Too many export jobs submitted. Please wait ... before trying again."	You started more than 10 exports in 5 minutes. Wait the time shown, then try again.
"None of the selected pages are readable by you."	You cannot read those pages. Ask the space admin for access, or pick other pages.
A message that every page was left out by your export filters	Your approval, draft, label or restriction settings left nothing to export. Loosen them and try again.
A message that the authorisation or licence context expired	Start the export again.
"No issues matched that JQL (or the app lacks access)."	Run the same JQL in Jira's issue search, and check you can see the issues.
"AI assist rate limit reached. Try again next hour."	You made 20 AI requests this hour. Write the JQL yourself, or wait.
A message that AI assist is turned off by your admin	A Jira admin turned it off. Write the JQL yourself, with the editor's checking and autocomplete.
"Background export is for document formats (PDF/Word/Markdown/HTML)."	Spreadsheets do not need a background job: untick it.
A message that the export is taking longer than expected	It is still running. Check Activity in a few minutes.
"Logo too large" when saving a brand kit	Use a logo under 1.5 MB.

Exports only include what you can read: check your access.
Check the label filters and the Governance tab settings.
For Jira, run the same JQL in Jira's issue search, and check the board's filter and active sprint.
A Jira document export made straight away stops at 25 issues by default. Tick Run as a background job for up to 1,000, or ask a Jira admin to raise the limit.
Excel adds a detail tab for the first 40 issues; the summary sheet lists them all.

Check that a brand kit was picked, or that a default is set.
A saved brand kit is used exactly as saved: to change the header, watermark, cover or page numbers for one file, open Customise branding for this export.
In Jira, only site-wide Jira brand kits appear.
Watermarks show in PDF and HTML, not in Word. Markdown bundles and AI knowledge packs carry no branding.
A password can only be set on Polished PDF.

An import does not create a page: check that you can create pages in that space.
The imported page is at the top of the space: move it under the right parent in Confluence.
Images are missing from an imported Word file: imports skip them today. Add them to the page afterwards.
An upload fails: check the file type, keep files under about 50 MB, and upload again if the session has expired.