Time Zone Configuration and One-Hour Difference

Users may report a one-hour difference between the time displayed in the platform and the expected local time. Changing the user or fleet time zone should not be treated as the immediate solution without first verifying the specific area where the time difference is occurring.

Example Questions

• Why is there a one-hour difference in the displayed time?
• Should we change the user time zone to resolve the issue?
• Why are filter times showing correctly even when the user has a different time zone?
• Why is there a time difference in Cloud Download reports?
• Should the time zone be changed for all users or fleets?
• Can the time zone be changed from the backend?

Symptoms / How to Identify

The issue may be observed as:

• A one-hour difference in Cloud Download reports.
• Different time values between platform screens and downloaded reports.
• Users requesting a change to their configured time zone to correct the difference.
• Filter times appearing correctly while the downloaded report shows a different time.

Information Required Before Troubleshooting

Collect:

• User/account name
• Configured user time zone
• Affected report name
• Report date and time range
• Screenshot/video showing the time difference
• Whether the difference occurs in the platform, filters, Cloud Download, or downloaded report

Troubleshooting Steps

Verify the User Time Zone

Check the time zone configured for the affected user.

For example, the referenced user was configured with UTC+01:00, and the filter times were displaying correctly.

Verify the Affected Functionality

Confirm whether the issue is occurring in:

• Report filters
• Platform screens
• Cloud Download
• Downloaded reports

Do not assume that changing the time zone will resolve the issue across all areas.

Check Existing Investigation

If the issue specifically relates to a one-hour difference in Cloud Download reports, verify the existing investigation/ticket related to the Cloud Download time difference before making any configuration changes.

Possible Cause

The reported time difference may be related to how time is being handled in the affected functionality rather than an incorrect user time-zone configuration.

Resolution / Action

Do not change the time zone for users or client fleets as an immediate workaround.

First verify the affected functionality and investigate the underlying time difference. If the issue is related to Cloud Download reports, continue the investigation through the relevant Cloud Download issue/ticket and apply the configuration change only after the root cause has been confirmed.