We are experiencing a problem, data may not be up to date. Please try again in a few minutes.

[Juliortega]

Hello All,

I've been seeing the following message on our Cortex XDR Dashboard for the past few days:

"We are experiencing a problem, data may not be up to date. Please try again in a few minutes."

There's also a link to Download support file included.

Has anyone else encountered this issue or have any insights into what might be causing it?

Thank you.

JO

[susekar]

Hello @Juliortega ,

Greetings for the day, and Apologies for the delay in responding.

The error message “We are experiencing a problem, data may not be up to date. Please try again in a few minutes” is a generic notification in the Cortex XDR / XSIAM console indicating that the user interface (UI) is temporarily unable to retrieve or synchronize data with backend services.

Common Causes:

Based on internal case history and engineering findings, this issue may occur due to the following reasons:

• Backend Software Defects or Regressions:
  This error is frequently observed after tenant upgrades (notably versions 3.16 and 4.3), where a defect in the dashboard rendering engine or management API prevents the UI from retrieving dashboard metadata.

• Database Connectivity Issues:
  Failures in communication between the tenant database and the dashboard engine can cause this banner to appear for all users.

• Resource Saturation:
  High load or resource constraints on platform API services can lead to request timeouts, often resulting in HTTP 500 or 503 errors.

• User-Specific Configuration Issues:
  If the problem affects only a single user, it may be caused by a corrupted custom dashboard that fails to load during login.

• Multiple Browser Tabs:
  Making configuration changes in one browser tab can cause other open tabs to display this banner, indicating that their displayed data is outdated and requires a page refresh.

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Recommended Troubleshooting

• Standard Browser Cleanup:
  Clear browser cache and cookies, or access the console using a Private/Incognito window to rule out stale cache or browser extension interference.

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Diagnostic Data

• Support File:
  The link provided in the banner downloads a JSON file containing timestamps and a list of failed API calls. This information helps engineering identify which backend service is failing.

• HAR Logs:
  Capturing a HAR file while the dashboard fails to load often reveals HTTP 500 (Internal Server Error) or HTTP 503 (Service Unavailable) responses, commonly associated with the
  /api/webapp/dashboards/load_dashboards_list endpoint, which confirms a server-side issue.

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Recommendation:

The best course of action is to create a support ticket at the time the issue occurs. This allows the support team to verify whether there is an ongoing outage or a known backend issue and enables the engineering team to address the problem immediately if required.

If you feel this has answered your query, please let us know by clicking like and on "mark this as a Solution".

Happy New Year!!

Thanks & Regards,
S. Subashkar Sekar