Changes / Dynatrace / User Session Export Issue for SaaS Environments
Dynatrace: Major incident: User Session Export Issue for SaaS Environments
Summary
Summary pending. The diff below shows exactly what changed.
Incident page: full timeline of updates →
What changed
Before: not present
After: User Session Export Issue for SaaS Environments
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2026-09-25 21:57 UTC
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After: 2026-10-01 08:54 UTC
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After: Dynatrace Product
Before: not present
After: We are aware of an issue affecting user session exports. Customers attempting an export may encounter the system notification, “Failed to export data: 500 Errors.” Our teams are actively working to mitigate the issue and restore normal functionality. Data Collection and Storage are not impacted as part of this situation. We continue to work toward a mitigation and full resolution. We apologize for the disruption and appreciate your patience. We will provide our next update within 24 hours or sooner if additional information becomes available.
Before: not present
After: We have identified the root cause of the issue affecting user session exports. Customers attempting an export may continue to encounter the system notification, "Failed to export data: 500" errors. We are actively working on a fix to address the issue. Data Collection and Storage remain unaffected. We will provide our next update by 10:00 AM UTC on Monday, or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience.
Before: not present
After: We continue working on a fix for the issue affecting User Session Exports. Customers may continue to experience export failures resulting in HTTP 500 errors. Data Collection and Storage remain unaffected. We will provide our next update by 4:00 PM UTC or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience.
Before: not present
After: We are deploying the fix to SaaS environments addressing the issue affecting User Session Exports. This process will take time to complete. The fix will restore the ability to generate new exports. Customers may continue to experience export failures resulting in HTTP 500 errors. Data Collection and Storage remain unaffected by this issue. We will provide our next update by 9:00 PM UTC or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience as we work to fully resolve the issue.
Before: not present
After: Deployment of the fix to SaaS environments addressing the issue affecting User Session Exports progress is approximately 75% complete. We are monitoring the rollout as it continues across the remaining environments. Until deployment is fully completed, some customers may continue to experience export failures resulting in HTTP 500 errors. The fix will restore the ability to generate new exports once available in each environment. We will provide our next update by 3:00 AM UTC or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience as we work toward full resolution.
Before: not present
After: Deployment of the fix to address the issue affecting User Session Exports is approximately 80% complete. This will restore the ability to generate new exports once available in each environment. Our R&D team is actively working to remove a blocker that is preventing deployment of the fix to the remaining environments. Some customers may continue to experience export failures resulting in HTTP 500 errors until the fix is fully deployed. We will provide our next update by 07:00 AM UTC or sooner if additional information becomes available. We apologize for the disruption and appreciate your patience as we work towards full resolution.
Before: not present
After: The fix for the issue affecting User Session Exports is now fully deployed across all AWS-hosted SaaS environments. Rollout continues across Azure and GCP. A separate issue affecting the deployment process in a subset of those environments has been resolved, and rollout there is progressing. Environments that have not yet received the update may continue to see export failures returning HTTP 500 errors. Data collection and storage remain unaffected. Our next update will be provided by 1:00 PM UTC, or sooner if there is significant progress. We apologize for the disruption and appreciate your patience as we work toward full resolution.
Before: not present
After: The fix for the issue affecting User Session Exports is fully deployed across all AWS-hosted SaaS environments. Rollout continues across Azure and GCP. We are making good progress, and deployment across the remaining environments is nearing completion. Environments that have not yet received the update may continue to see export failures returning HTTP 500 errors. Data collection and storage remain unaffected. Our next update will be provided by 4:00 PM UTC, or sooner if there is significant progress. We apologize for the disruption and appreciate your patience as we work toward full resolution.
Before: not present
After: The fix for the issue affecting User Session Exports is fully deployed across all AWS-hosted SaaS environments. Rollout across Azure and GCP environments is continuing steadily, with good progress being made. We remain focused on completing deployment to the remaining environments as quickly as possible. Environments that have not yet received the update may continue to see export failures returning HTTP 500 errors. Data collection and storage remain unaffected. Our next update will be provided by 8:00 PM UTC, or sooner if there is significant progress. We apologize for the disruption and appreciate your patience as we work toward full resolution.
Before: not present
After: The fix for the issue affecting User Session Exports has now been deployed to 99% of impacted environments. We anticipate completing the remaining rollout and resolving the issue soon. If you believe your environment is still affected, please contact your support team for assistance. Data collection and storage remain unaffected. We continue to closely monitor the rollout and will provide another update 11pm UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your continued patience.
Before: not present
After: The fix for the issue affecting User Session Exports has been deployed to 99% of impacted environments. If you believe your environment is still affected, please contact your support team for assistance. Data collection and storage remain unaffected. We are actively monitoring the remaining rollout and will provide another update 03:00 am UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your continued patience.
Before: not present
After: The fix for the issue affecting User Session Exports has been deployed to 99% of impacted environments. If you believe your environment is still affected, please contact your support team for assistance. Data collection and storage remain unaffected. We are actively monitoring the remaining rollout and will provide another update at 07:00 am UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your continued patience.
Before: not present
After: The fix for the issue affecting User Session Exports has been deployed to 99% of impacted environments. If you believe your environment is still affected, please contact your support team for assistance. Data collection and storage remain unaffected. We are monitoring the remaining rollout and will provide another update at 11:00 AM UTC, or sooner if additional information becomes available. We apologize for the disruption and appreciate your continued patience.
Before: not present
After: The fix for the issue affecting User Session Exports has been deployed to 99% of impacted environments. If you believe your environment is still affected, please contact your support team for assistance. Data collection and storage remain unaffected. With deployment completed in the vast majority of environments and remaining progress expected to occur gradually, we will transition to an eight-hour update cadence. Our next update will be provided by 07:00 PM UTC, or sooner if significant new information becomes available. We apologize for the disruption and appreciate your continued patience.
Before: not present
After: The fix for the issue affecting User Session Exports has now been deployed to 99% of impacted environments. As a result, the majority of customers should no longer be experiencing impact from this issue. Customers who believe their environment remains affected are encouraged to contact their Support team for further assistance. Data collection and storage remain unaffected. Given the broad completion of deployment and the expectation that remaining progress will continue gradually, we will move to an eight-hour update cadence. Our next update will be provided by 3:00 AM UTC, or sooner if significant new information becomes available. We apologize for the disruption and appreciate your continued patience.
Before: not present
After: The fix for the issue affecting User Session Exports has now been deployed to all impacted environments. If you experience further issues or need assistance recovering user session exports for the impacted period, please raise a support case. We are now in a state of monitoring and will provide our next update by 13:00PM UTC, or sooner if further information becomes available. We apologize for the disruption this may have caused while we addressed this issue.
Before: not present
After: Deployment of the fix for the issue affecting User Session Exports has been completed across all impacted environments. Monitoring confirms that the rollout was successful. The issue is now resolved. We apologize for the disruption and appreciate your patience throughout this incident.
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History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: User Session Export Issue for SaaS Environments (this change) | Major incident |
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