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

Update timeline

1. investigating Apr 30, 2026, 02:00 PM UTC

   The Reporting 2.0 issue impacting the US swimlanes has recurred today. Clients within these swimlanes may experience functional disruptions, including difficulties accessing reports and delays while performing certain actions within the portal. As a reminder, this issue was initially reported on 13 April 2026 and is being tracked under the following incident: https://status.csod.com/incidents/m2s13ms05fdp. The Engineering Team has confirmed that the same issue has resurfaced and is actively investigating the cause. This continues to be our top priority, and all relevant teams are engaged to restore normal functionality at the earliest. We sincerely apologize for the inconvenience caused and appreciate your patience. We will keep you informed of any significant updates as they become available.

2. resolved Apr 30, 2026, 02:35 PM UTC

   The Engineering Team has confirmed that Reporting 2.0 is now functioning as intended. The issue occurred at approximately 6:20 AM PST and was resolved by around 6:53 AM PST. Our teams are actively working on implementing a long-term fix to prevent recurrence. This incident has now been successfully resolved. We sincerely apologize for the inconvenience caused and appreciate your continued patience.

3. postmortem May 27, 2026, 04:14 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 deployed enhancements with the May 8th patch to improve node readiness and ensure seamless scaling in the future.