Why do I see "Item could not be updated/retrieved. Unknown Error" on the Dashboard

Issue

An error Item could not be updated/retrieved. Unknown Error. Please contact support is displayed when using the Dashboard

Resolution

This error is usually caused by a firewall, browser config, or adblocking tool.

We recommend you:

1. Check for browser config issues. e.g:

   • Try your request in an incognito session or a different browser to confirm.
   • Try clearing your browser cache

2. Check your network to see if you have any restrictions blocking heroku.com domains. For example, we have seen advertising domain blacklists that incorrectly include api.metrics.heroku.com

   • Whitelist heroku.com domains in adblockers, e.g. PiHole, etc.

3. Check your firewall for restrictions and circumvent it somehow. e.g.

   • Use a VPN (Customers using NordVPN's CyberSec - Block ads and malware feature have experienced a similar issue, we suggest having the feature turned off while accessing Heroku Application metrics or dashboard)
   • Try a physically different location (that has a different Internet connection).