Resurfaced: Unable to access reports in Reporting 2.0 (US Swimlanes Production Environment)

Update timeline

1. investigating Apr 14, 2026, 01:57 PM UTC

   US swimlanes are currently experiencing functional issues, including difficulties accessing reports. Clients with portals in this swimlane may encounter delays or disruptions while performing certain tasks. This issue was first reported yesterday (https://status.csod.com/incidents/m2s13ms05fdp) and has resurfaced, with reports not functioning as intended. This remains our top priority, and our teams are actively working toward a resolution. We appreciate your patience and recommend checking back periodically for updates as they become available.

2. monitoring Apr 14, 2026, 02:40 PM UTC

   Our Engineering teams have identified the issue and implemented a fix to resolve it. We will continue to closely monitor the system to ensure stability. Any further updates will be communicated via the Known Issue article and Statuspage. We appreciate your understanding and patience.

3. investigating Apr 16, 2026, 01:05 PM UTC

   Our Engineering team has proactively identified that the issue has resurfaced through backend monitoring systems and is currently investigating it with priority. Further updates will be shared through the Known Issue article and Statuspage. Thank you for your patience and understanding.

4. monitoring Apr 16, 2026, 02:51 PM UTC

   A fix has been implemented and we are monitoring the results.

5. investigating Apr 17, 2026, 01:03 PM UTC

   Engineering Team has confirmed the recurrence of the issue today as well. We will keep you posted on any significant updates regarding this concern. Sincerely apologize for the inconvenience caused.

6. investigating Apr 17, 2026, 03:58 PM UTC

   We are continuing to investigate this issue. We will keep you posted on any significant updates. We apologize for the inconvenience caused.

7. monitoring Apr 17, 2026, 04:31 PM UTC

   A fix has been implemented and we are monitoring the results.

8. monitoring Apr 21, 2026, 08:57 PM UTC

   No issues were observed with Reporting 2.0 today. We will continue to closely monitor the system throughout the week to ensure ongoing stability. Any further updates will be communicated via the Known Issue article and Statuspage. We appreciate your patience and understanding.

9. resolved Apr 24, 2026, 09:36 AM UTC

   After a week of monitoring with no further recurrences observed, we are considering this issue resolved. Thank you for your patience and understanding!

10. postmortem Apr 28, 2026, 05:15 PM UTC

    **Incident Summary:** Starting April 13th, 2026, intermittent errors were observed in reporting functionality across US Production swimlanes \(SL1, SL2, SL3, and SL5\). **Root Cause Analysis \(RCA\):** The issue was caused by the auto-scaling mechanism. Newly provisioned nodes were not fully ready to handle reporting requests, leading to processing delays and request timeouts. **Corrective Action:** Auto-scaling \(scale-out\) has been temporarily paused. The system is currently operating on a fixed, increased server capacity without scale-in or scale-out to ensure stability. **Preventive Actions:** * Capacity has been proactively increased to handle expected load without relying on auto-scaling. * Additional nodes are being utilized with auto-scaling disabled to maintain consistent performance. * Engineering teams are working on enhancements to improve node readiness and ensure seamless scaling in the future.