It's not you, it's us

Hi,

We are an AWS solution provider, and our customer is using QuickSight.

The customer has its own customers, and end users report the same error several times. These layers exacerbate the debugging problem.

When they accept an invite, they receive an error that says “It’s not you, it’s us”.

Although this is cute, it provides no visibility into what went wrong. As end users are non-technical, they cannot also debug their own problems, and we, as the solution provider, get no visibility as to what went wrong and are completely powerless to provide any assistance.

As the result, the client is disliking QuickSight as it’s “too buggy”.

We’ve tried to eliminate any known issues, like expired invites (not the case), or browser settings (tried in Incognito mode), and the errors persist.

Any clues as to what this may be caused by? I’ve never seen this error before and especially not so many times.

Here’s the screenshot of the error:

image

Hi,

Quicksight is a good solution :slight_smile:

@Kristin Can you please assigned tech source to look into this.

Regards,
Naveed Ali

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IMO, the ideal solution would provide some unique ID (e.g. UUID) on the error screen, that the end users could share with us, and then we could, perhaps, have a CloudWatch log with all of the error details.

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Hi @m0ltar - Good point. CloudTrail captures all API calls for Amazon QuickSight as events… Did you see the CloudTrail logs and search with user id.

Hi @Ramon_Lopez - Any insights for this particular error.

Regards - Sanjeeb

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I am getting the same report from yet another client, completely unrelated to the other one, with the same problem!

This seems to be a serious issue.

Can we get some visibility into this?

There are no CloudTrail events related to this.

Only a single event.

@Sanjeeb2022 @m0ltar Thanks for flagging this. I am sharing with our PM team for visibility.

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@m0ltar I spoke to the PM team. They recommend filing a case with AWS Support to look into this kind of issue – so that Customer Support can look at the logs. Here are the steps to open a support case. Note: If your company/customer’s company has someone who manages the AWS account, you/they might not have direct access to AWS Support and will need to raise an internal ticket to the IT team or whomever manages your AWS account.

Hope this helps.

The problem is that support is not functional. Whenever I open a ticket, it takes weeks to get an answer.

Case ID: 171536869600001

  • Date opened: May 10 2024
  • Follow up 1: May 11 2024
  • Follow up 2: May 13 2024

First reply from AWS Support: May 22 2024

That’s 12 days.

Which confirmed it was an internal issue and that it was fixed. So, it took 12 days to fix a bug that prevented us from deploying updated resources.

I have some hints on what might be causing this issue; I just saw someone screen-share it. I think the users are also using AWS SSO, and when they get presented with the QS screen, it maybe somehow gets sessions mixed up. Not really sure, but just a small observation.

Hi @m0ltar - There is a chat option while updating the ticket. The chat sessions with aws support team worked for me. Give a try.

Regards - Sanjeeb

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