Resolved after 10 minutes, affecting Analysis/Intelligence, on September 26, 2026.
Impact as Reported: We identified a service disruption that impacted access to Analysis and Intelligence service in the US2 Data Center. All users with access to the service received the error, “An error has occurred. Please try again. If the problem persists, contact your Company Administrator or Help Desk for assistance,” when attempting to log in to Reporting. No workaround was available during the incident. Root cause: The Analysis and Intelligence service authentication workflow relies on a downstream service to retrieve connection information needed to complete user authentication and related transactions. During the incident, this dependency experienced elevated CPU utilization, resulting in increased response times and repeated service restarts. The investigation determined that a previous infrastructure change, implemented to address memory-related stability concerns, included a reduction in available CPU capacity, and under elevated production workload conditions, the configured CPU limit was insufficient. As utilization reached the assigned limit, service performance degraded, leading to increased latency and intermittent restarts. Corrective Actions: The service configuration was updated to provide adequate CPU resources, eliminating the constraint that contributed to the performance degradation and restarts. Proactive monitoring and alerting for resource utilization, performance degradation, and service health is being implemented to enable earlier detection of capacity issues and reduce the risk of customer impact from service instability.
Affected components
Update timeline
- resolved Sep 26, 2026, 09:12 AM UTC
We identified a service disruption that impacted access to the Analysis and Intelligence service in the US2 Data Center. All users with access to the service received the error, “An error has occurred. Please try again. If the problem persists, contact your Company Administrator or Help Desk for assistance,” when attempting to log in to Reporting. No workaround was available during the incident. As the Incident Response Team (IRT) was being assembled, the service self-recovered and functionality was restored. We have verified that service performance is stable and will now resolve this incident. An investigation into the root cause of this incident will now be conducted, and a root cause analysis report will be provided when that investigation is complete.
- resolved Oct 12, 2026, 08:22 AM UTC
Impact as Reported: We identified a service disruption that impacted access to Analysis and Intelligence service in the US2 Data Center. All users with access to the service received the error, “An error has occurred. Please try again. If the problem persists, contact your Company Administrator or Help Desk for assistance,” when attempting to log in to Reporting. No workaround was available during the incident. Root cause: The Analysis and Intelligence service authentication workflow relies on a downstream service to retrieve connection information needed to complete user authentication and related transactions. During the incident, this dependency experienced elevated CPU utilization, resulting in increased response times and repeated service restarts. The investigation determined that a previous infrastructure change, implemented to address memory-related stability concerns, included a reduction in available CPU capacity, and under elevated production workload conditions, the configured CPU limit was insufficient. As utilization reached the assigned limit, service performance degraded, leading to increased latency and intermittent restarts. Corrective Actions: The service configuration was updated to provide adequate CPU resources, eliminating the constraint that contributed to the performance degradation and restarts. Proactive monitoring and alerting for resource utilization, performance degradation, and service health is being implemented to enable earlier detection of capacity issues and reduce the risk of customer impact from service instability.
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