Why are Google Analytics custom reports failing to generate for 35% of properties?

Introduction

Google Analytics custom reports failing to generate for 35% of properties is a critical issue that demands immediate attention. This problem directly impacts our users' ability to extract valuable insights from their data, potentially undermining the core value proposition of our analytics platform. I'll approach this issue systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Given the specific 35% failure rate, I'm wondering about the distribution. Are we seeing this issue across all types of properties or is it concentrated in certain segments?

Why it matters: This helps us narrow down potential causes and prioritize our investigation. Expected answer: The issue is more prevalent in properties with high traffic volumes. Impact on approach: If confirmed, we'd focus on scalability and performance issues for high-traffic properties.

• Considering recent changes, have there been any updates to the custom report generation system or related infrastructure in the past week?

Why it matters: Recent changes often correlate with new issues and provide a starting point for investigation. Expected answer: A minor update was pushed to the report generation system two days ago. Impact on approach: We'd prioritize reviewing this update and potentially rolling it back as an immediate action.

• Looking at the timing, I'm curious about when this issue first appeared. Did it happen suddenly or has it been gradually increasing?

Why it matters: The onset pattern can indicate whether it's a sudden technical issue or a gradual degradation. Expected answer: The issue appeared suddenly about 48 hours ago. Impact on approach: This would suggest a specific event or change as the likely cause, narrowing our focus.

• Regarding user feedback, have we received any specific error messages or complaints from affected users?

Why it matters: User feedback can provide valuable clues about the nature of the problem. Expected answer: Users report seeing timeout errors when generating complex custom reports. Impact on approach: This would point us towards investigating performance and resource allocation issues.