Hi team, our client is experiencing a timeout issue. They are accessing our platform from Australia. What should we do in this situation?

The screenshot shows an

AxiosError: Tiger backend threw an error: AxiosError: timeout exceeded

originating from a

ProfileApi_Geturrent

call, which suggests the request to GoodData's backend is timing out before a response is received. Here are the recommended steps: 1. Determine if it's a network/connectivity issue Since the client is in Australia, geographic distance can introduce significant latency. The error stack trace shows the timeout is happening at the Axios (HTTP client) level, which is consistent with a network-layer timeout rather than a GoodData server error. Similar cases have been traced back to temporary network/DNS issues outside of GoodData. [Network timeout case] Ask the client to: • Try from a different network or VPN endpoint closer to the GoodData region. • Check if other GoodData users in Australia are affected, or only this specific client. • Try a different browser or incognito window, and clear cache. 2. Check the GoodData status page Visit support.gooddata.com to see if there are any active incidents in the relevant region (e.g., IAD1/us-east-1 or DUB1/eu-west-1). [GoodData Cloud down] 3. Capture diagnostic information To help GoodData Support investigate, collect: • A HAR file from the browser (captures full network activity). • The traceId from any failing API responses (visible in browser DevTools → Network tab). • The exact time(s) the error occurred. • The organization URL and region. [API errors & traceId] 4. Be aware of GoodData API limits GoodData Cloud has a 180-second read timeout — if the server does not transmit anything within this window, the connection is closed. For clients with high latency (e.g., Australia → US/EU), this limit can be reached more easily. [API limits] > These limits are not user-configurable on standard plans, but can be adjusted for dedicated clusters after GoodData reviews the use case. [API limits] 5. Contact GoodData Support If the issue persists, open a support ticket at support.gooddata.com and include: • Organization URL • Region • TraceId(s) from failing requests • HAR file • Description of the geographic location of affected users This will allow GoodData to inspect backend logs and determine whether a limit adjustment or infrastructure change is needed for your use case. 👍 0 button 👎 0 button ℹ️ Tip: Mention @kapa.ai in the thread for follow-ups. 👀 Our Support team monitors all messages and will jump in if needed.

Hi Khanh. I'm going to check it internally. In the meantime, could you please provide the following information: Are you able to access the project from outside Australia? When did the problem start? How many users are affected? Did you make any recent changes that could affect accessibility? Thank you in advance.

1/ We can access Gooddata from outside Australia. 2/ May 14, 2026 3/ I haven't performed the analysis yet. Let me check the logs related to Australian users. Two users belonging to one customer are reporting this issue. 4/ We haven't changed anything.

Thank you for your patience, Khanh. After investigating the logs, we have identified the root cause. Your Australian users are connecting to our US-East data center, which results in a high network round-trip time (~200–350ms). This causes the GoodData SDK's internal request timeout to be exceeded before the server has a chance to respond, even though our platform is fully healthy and responding correctly on our end. Here is the error message from our logs:

"msg": "Execution of SQL statement was cancelled due to timeout"
CancellationException: Cancellation received from client

As an immediate workaround, we recommend increasing the timeout value in your GoodData SDK configuration. Please give it a try and let us know the result.