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Issue with Qualitivity report

I am trying to create a report in Qualitivity for a freelance and we receive this error message.
Unfortunately, the same error appears now in my Trados. Both computers are correctly updated and Trados has shown no new updates either. The process I am following is the one indicated here.
As you can see in the next image, we are able to create the html documents, but we cannot recuperate the xlsx.
I hope you could help us,
Laura