1. Summary

Starting on September 19, 2026, some customers began experiencing failures when downloading or exporting dashboards to CSV through our API, which returned an HTTP 500 (internal server error). Standard dashboard viewing, API authentication, and downloads initiated directly from the UI were not affected. This issue was isolated specifically to the automated CSV export and data-extraction API path.

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2. Impact

• only some customers were affected , primarily those relying on automated CSV exports or data-extraction pipelines built on our dashboard export API.
• Only dashboards containing certain "merged" or multi-query tiles were affected; dashboards built only from simple, single-query tiles were not impacted. This is why the issue affected some customers and not others.
• Standard dashboard viewing, login/authentication, and manual UI-based downloads continued to work normally throughout.

3. Root Cause

This issue was caused by an unintended dependency change introduced during a routine update to the base software image used by our Custom Dashboards service.

That update caused the service to automatically pick up a newer version of an internal software library used by our dashboard integration. This newer library version was incompatible with the updated runtime environment introduced in the same change, and that incompatibility caused an error specifically when the export process/

Remediation

We pinned the affected internal library to a known-compatible version, resolving the incompatibility. This fix has been tested and verified to restore correct export behavior for all previously affected dashboard tile types.

Preventive Actions

1. Pin the runtime version used in our service's deployment image, so future unrelated changes cannot silently upgrade the underlying runtime and reintroduce a similar incompatibility.
2. Audit and pin dependency versions across related internal libraries, so an indirect dependency cannot silently update to an incompatible version during a routine rebuild.
3. Enhance automated test coverage for the export path that specifically exercises merged/multi-query dashboard tiles, so this class of issue is caught before reaching production in the future.