I am currently facing an issue with a Dayforce account that recently went live and would appreciate any guidance or insights.

Originally replied by Brenda Sutton on Feb 24, 2026, 4:52 PM.

Hi @Aman Gaur​,

I did a little digging and have some possible troubleshooting tips for you that I think will help.

An empty export usually means the export’s selection criteria or data visibility returned zero matching rows in Account 1 even though the config looks the same. Common culprits: carrier linkage/Xref mismatch, account-level filters (company, eligibility, benefit period), effective-dating, data-value formatting (leading spaces/case), or an account-specific carrier mapping that isn’t populated. Follow the checklist below to isolate the cause quickly.

Step-by-step troubleshooting checklist (do these in order)

1. Confirm the CarrierXrefCode value in Account1 exactly matches the carrier record

• • Open the Carrier record in Account 1 and copy-paste the carrier’s Xref/External Code. Compare character-by-character with the value used in the export filter (watch for leading/trailing spaces, non-printable characters, case differences).
  • Test by creating a one-row ad-hoc report (or a simple export) filtering on CarrierXrefCode = "<that exact pasted value>" — does it return rows?

1. Verify the export’s carrier selection source

• • Some connectors allow “Account’s carrier” vs a manual CarrierXrefCode override. Confirm the export in Account 1 is truly using the same mode as Account 2 (e.g., using the carrier lookup table or passed-in param). If Account1 export expects a Carrier object in a different field, it can return zero rows even with the same code.

1. Check account-level company / eligibility filters

• • Open the export’s filter logic and any account/company selectors: ensure it’s pointed to the expected company(ies) in Account1. If employees in Account1 belong to a different company or are excluded by company/group filters, you’ll get an empty file.
  • Confirm the company IDs (not just names) are the same when you compare Account1 → Account2.

1. Confirm the data actually meets the export criteria (enrollment & effective dates)

• • Limit test to a known employee who should appear. Verify that employee has an active enrollment with that carrier effective within the export’s period.
• Check enrollment statuses:
• Active
• vs
• Pending
• vs
• Terminated
•  
• — some exports filter to
• Active
  • only.

1. Look for formatting mismatches in CarrierXrefCode in the employee records

• • If the export joins on the enrollment/carrier code found on plan enrollment, ensure the enrollment-level carrier reference stores the same code type as the export expects. Sometimes carrier links are stored as internal IDs in one account and Xref codes in another.

1. Compare integration user permissions and data visibility

• • The user or service account used to run the export in Account1 may have restricted visibility (some fields/companies), causing zero rows. Confirm the integration/service user has the same company access/permissions in Account1 as the user in Account2.

1. Check for account-specific transforms/filters applied before export

• • Some implementations add account-level pre-filters or transforms (in Integration Studio or an upstream process). Confirm there are no pre-processing rules in Account1 that strip eligible employees.

1. Run a minimal export in Account1 that returns everything

• • Create a temporary export with no carrier filter and just include EmployeeId + Carrier reference + Enrollment status. If that returns data, re-add the CarrierXrefCode filter and compare difference — this isolates whether the carrier filter is the root cause.

1. Inspect run history / job logs

• • Look at the Integration Studio / connector run logs for Account1. Check for warnings like “0 rows returned” or errors about missing references. Capture the run ID, timestamp, and any log lines. (Dayforce support may request them.)

1. Character encoding / hidden characters

• • If you copy-pasted CarrierXrefCode from some doc, there might be non-printing Unicode characters. Use a hex viewer or export the filter criteria to a plain text editor and retype the code manually.

1. Test swapping carriers between accounts

• • On Account1, temporarily change the export to use the Account2 carrier code (if it exists in Account1) OR add Account2’s carrier code value to Account1’s carrier list for testing. If it then returns rows, the issue is definitely a carrier mapping mismatch.

1. Check for effective-dated Carrier records

• • If carriers are effective-dated, ensure the Carrier record is in effect for the export’s benefit period. Out-of-range effective-dates can make the link invisible.

Please let me know if any of the above helps. I may post this for others in another area😉