OneTrust Outage History

OneTrust's Insights & Reporting Dashboards service experienced degradation due to an upstream issue with their data processing provider (Databricks). Customers were unable to access reports and dashboards, experienced failures in scheduled report exports, and encountered delays in data updates across reporting modules. The service disruption lasted 41 minutes before being resolved.

OneTrust's Privacy Rights Automation service experienced continued degradation with reporting lag persisting after a previous incident resolution, affecting DSAR Dashboards and Reports with data freshness issues. The impact was limited to users accessing the service through the APP environment's Admin Portal. Engineering teams actively investigated and worked to reduce the remaining lag in the system over a 75.5-hour duration.

OneTrust's Privacy Rights Automation dashboards experienced a service degradation where users encountered stale and inaccurate reporting data, despite sync indicators showing the data was current. This resulted in missing or outdated request information, incorrect request counts, and reports that didn't reflect the actual state of privacy requests in the platform. The issue was limited to users accessing the Admin Portal environment and lasted approximately 37.8 hours.

OneTrust's APP-DE environment experienced an issue where historical email notifications from March 3rd onwards were being re-transmitted to users, causing confusion as these emails appeared to relate to outdated activities like assessments and data subject requests. The problem affected the Admin Portal component and was caused by the reprocessing of earlier notification events rather than new system activity. Engineering teams investigated the root cause and implemented measures to prevent further unintended notifications, with the incident lasting 8.3 hours.

OneTrust's APP environment experienced system lag that caused delays or prevented users from submitting assessments, along with other performance issues in the assessment and TPRM modules. The engineering team identified and addressed the system lag issue, bringing performance back to near-nominal levels. While assessment submissions are now functional, some users may still experience occasional delays as the team continues monitoring to ensure full resolution.

OneTrust experienced degraded attribute visibility across multiple modules following deployment 202602.1.0, preventing customers from properly selecting and viewing data in Legal Basis of Processing, Cross-Border Transfer Mechanism, and Entity Type attributes. The issue affected AI Governance, Data Mapping Automation, Universal Consent & Preference Management, and Third-Party Management modules across all admin portals for 82.3 hours. Engineering teams identified the root cause and deployed a corrective fix to restore full data visibility, with targeted data fixes applied for affected customer configurations through support cases.

OneTrust experienced a data aggregation failure in their UAT and UAT-DE environments where no new data appeared in the Consent and Cookie Daily and Monthly dashboards following a platform deployment. The engineering team identified the root cause and implemented changes to prevent the issue from spreading to additional environments. The incident affected the Admin Portal in both UAT environments for approximately 137.6 hours while work continued to implement a complete fix.

OneTrust experienced an issue where the Insights dashboard intermittently became unavailable or failed to load, returning 404 errors across multiple regional environments (Admin Portals in US, DE, EU, and UK). The problem was identified as being caused by an upstream provider dependency issue with Microsoft, and OneTrust's engineering team escalated the matter to Microsoft support for resolution. The incident lasted approximately 27 days and was classified as minor severity.

OneTrust experienced a UAT environment issue where no new data was appearing in the Consent and Cookie Daily and Monthly dashboards following a platform deployment. The engineering team identified the root cause and implemented changes to prevent the issue from spreading to other environments. A fix was implemented for the affected UAT Admin Portal environment after 56.5 hours.