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BitGo Reports: Generation Failures, Errors, and Time Zone Issues

BitGo Reports: Generation Failures, Errors, and Time Zone Issues

Problem

Customers attempting to generate wallet reports (Holdings, Transactions, etc.) from the BitGo UI encounter failures where the Reports page either shows a spinning wheel that times out, returns an error message, or produces reports with unexpected time zone formatting. This affects both CSV and PDF report formats. The issue is typically platform-wide (affecting multiple customers simultaneously) or related to UI-version-specific bugs. In some cases, customers also report that the Activity Logs page fails to load with similar symptoms.

Diagnostics

  • Confirm scope of the outage: Ask the customer whether all users on the enterprise are affected, or only a single user. Check the internal Slack channel #ProdSupport (e.g., https://bitgo.slack.com/archives/G010CPA1E75) for any recently reported reporting-service incidents.
  • Reproduce the issue: Use bgadmin to spoof the customer's session (bgadmin -e prod -u <user_email> user maketoken) and attempt to generate a report from the UI. Confirm whether the same error appears.
  • Check which UI version is in use: Determine whether the customer is on the new UI or the Legacy UI. The Legacy UI is accessible at https://app.bitgo.com/0/default. Some report-generation bugs have been isolated to the new UI only.
  • Check BitGo status page: Review https://status.bitgo.com/ for any active incidents affecting the reporting service.
  • Verify report parameters: Confirm the report type (Holdings, Transactions, etc.), the time frame selected, the wallets included, and the format (CSV vs. PDF). Large reports spanning many wallets or long time periods may take longer or be more prone to timeout.
  • Time zone complaints: If the customer reports incorrect time zone data, confirm that they are aware BitGo reports are now configured to use UTC. This is by design, not a bug.

Resolution

Scenario: reports-report-reporting-pdf#platform-wide-report-generation-failure

Trigger: Multiple customers report that the Reports page errors out or times out simultaneously, or an internal Slack thread confirms a known reporting-service issue.

Signals: reports not generating, spinning wheel, error message, reports page broken, timeout, holding report not running, activity logs error

Steps:

  1. Verify the issue is platform-wide by checking the internal #ProdSupport Slack channel for related threads.
  2. Acknowledge the customer's report and inform them the issue has been escalated to Engineering.
  3. As a temporary workaround, instruct the customer to switch to the Legacy UI by navigating to https://app.bitgo.com/0/default while logged in, then retry the report download from there.
  4. Monitor the Engineering fix. Once Engineering confirms the fix is deployed to production, notify the customer and ask them to retry report generation from the standard UI.
  5. Follow up if no response is received within a few business days; close the ticket if confirmed resolved or no further contact.

Notes: This type of outage has recurred multiple times (e.g., August 2023, October 2023, December 2023, and later). The Legacy UI workaround has proven effective in several instances where the new UI's report generation was broken but the underlying reporting service was functional. Not all outages will respond to the Legacy UI workaround — if the backend reporting service itself is down, the workaround will not help.

"Can you please login to the platform and once there, change your URL to the following to revert to our Legacy UI? https://app.bitgo.com/0/default Once there, please retry your report download and let us know if the issue still occurs." (ticket #222678)

"Login to our platform While logged in, change the URL to https://app.bitgo.com/0/default/ to switch back to our Legacy UI Retry your report download and let us know if this was successful." (ticket #222698)

"This issue was reported to us recently and we already built a fix which will be released to production by tomorrow. Please try again then and let us know if you still see the same." (ticket #205755)

Scenario: reports-report-reporting-pdf#reports-show-utc-instead-of-local-time

Trigger: Customer reports that wallet reports (CSV or PDF) display timestamps in UTC instead of their local time zone (e.g., EST).

Signals: UTC, time zone, timezone, EST, local time, reports reflecting UTC, time zone change

Steps:

  1. Confirm the customer is seeing UTC timestamps in their generated reports.
  2. Inform the customer that this is expected behavior: all BitGo reports have been configured to report in UTC time instead of local times.
  3. Explain the rationale: this change was implemented to help prevent confusion with reports being generated in one location but viewed in another.
  4. If the customer requires local-time conversion, advise them to apply the offset manually in their own systems or spreadsheets after downloading the CSV.
  5. There is currently no setting to change the report time zone back to a local time zone.

Notes: This applies to both CSV and PDF report formats. The change to UTC is intentional and platform-wide; it is not a bug and there is no configuration option to revert it per-enterprise or per-user.

"All of our reports have been configured to report in UTC time now instead of local times. This was implemented to help prevent confusion with reports being generated in one location, but viewed in another." (ticket #217081)

Scenario: reports-report-reporting-pdf#tx-timeline-inconsistent-data-in-ui

Trigger: Customer reports that transaction timeline details are missing or inconsistent for certain transfers — an admin user can see timeline actions for one transaction but not another within the same wallet.

Signals: TX timeline, inconsistent data, timeline not showing, admin cannot see, transfer details, pending signatures

Steps:

  1. Gather the wallet ID and the specific transfer IDs where timeline data is missing or inconsistent.
  2. Confirm the user's role on the wallet (admin, spender, viewer) and verify whether the issue is role-related or transfer-specific.
  3. Escalate to Engineering with the wallet ID and affected transfer IDs for investigation.
  4. Provide periodic updates to the customer while Engineering investigates.
  5. Once a fix is deployed, direct the customer to the new UI (accessible via Profile Logo > Try New UI) where the fix may be available.

Notes: This issue was observed where an admin user could see full timeline details for one transfer but not another on the same wallet. The root cause required an Engineering fix that was deployed to the new UI.

"This should now be in place within our new UI, accessible via the Profile Logo > Try New UI option." (ticket #320153)

Related

  • all-about-reports — Overview of available report types, generation steps, and the "View All Wallets" toggle behavior
  • wallet-reports — Detailed column definitions and transaction types included in each report format
  • none identified for time zone configuration articles (no dedicated KB article exists)