Dashboards not updated after overnight refresh
Ticketclosed
Feldmoching Software · Dashboards not updated after overnight refresh
Katharina Huber reported dashboards showing yesterday's installer records during renewal reviews. Bethan Lister confirmed a platform incident from a failed nightly refresh, and the ticket was solved on 24 Jul 2026.
What happened
What this says
As at Fri 9 Oct 2026Katharina Huber reported dashboards showing yesterday's installer records during renewal reviews. Bethan Lister confirmed a platform incident from a failed nightly refresh, and the ticket was solved on 24 Jul 2026.
Problem: Katharina Huber reported that dashboards showed yesterday's installer records instead of today's, during renewal reviews that week. An internal note says the nightly refresh failed.
Handling: Bethan Lister told Katharina it was a platform incident, that engineers were working on it, and asked her to refresh her view in an hour. An internal note asked staff not to give customers an ETA until the platform team confirms one, and Arjun Nair was brought in on the platform side.
Watch: The record does not show when the refresh was fixed. The internal note says several Growth accounts were affected and expected more tickets, and whether a freshness credit applies depends on the customer's tier, which the record does not show.
Details
Updated 9 Oct 26Trail
- Internal note · Bethan Lister 21 Jul 2026 11:42Platform incident from last night: the nightly refresh failed and dashboards are showing the previous day's records. Several Growth accounts are affected, so expect more tickets. Looping in Arjun Nair on the platform side. Do not give customers an ETA until the platform team confirms one.
created · Katharina Huber 21 Jul 2026 17:48Dear support team, this is urgent for us. Our dashboards are showing yesterday's installer records, not today's. We think last night's refresh did not complete, because the last updated time is still from the day before. We are in the middle of renewal reviews this week and need the figures to be right. Could you check and let us know what is happening? Viele Grüße, Katharina- Public reply · Bethan Lister 21 Jul 2026 19:30Dear Katharina, thank you for flagging this so quickly. Just so I have got this right: the dashboards show the previous day's records because the nightly refresh did not complete. It is a platform incident and our engineers are working on it. Could you refresh your view in an hour and tell me what you see? I will update you as soon as the refresh is complete. Thanks, Bethan
- Status change · 28 Jul 2026 23:59