INC221142 - Client Centre and Central1.com Instability

Update timeline

1. investigating May 04, 2026, 04:57 PM UTC

   Some users are continuing to experience access issues when going to the Client Centre. In most cases if you cannot access you should be presented with a page providing direct links to the applications behind the Client Centre. We are actively investigating the issue and will provide an update by 11 am PT (2 pm ET). Central 1 - [email protected] – 1.888.889.7878, press 1

2. monitoring May 04, 2026, 05:35 PM UTC

   The third-party host for Central 1's Client Centre has resolved the instability. Users should be able to access. Some users may need to either clear their cache or use a private browser session to reach the Client Centre. We will be monitoring the site over the next while to ensure it remains stable. We apologize for any inconvenience caused by this incident.

3. monitoring May 04, 2026, 06:33 PM UTC

   Central 1 is receiving feedback that some users are still not able to access the Client Centre in spite of clearing their cache and/or using a private browser. We are investigating further here on potential reasons as the servers are up and operational. We will provide an update by 12:30 pm PT (3:30 pm ET).

4. monitoring May 04, 2026, 08:02 PM UTC

   We are continuing to assess the intermittent access issues being reported by some of our clients across our applications. We will provide another update within the next hour.

5. monitoring May 04, 2026, 08:58 PM UTC

   Central 1 is continuing to work with our Client Centre web service provider to resolve the global issues they are experiencing today. If the Client Centre is unavailable, a Sorry Page will be presented to ensure you can still launch and access your Central 1 applications. If you require any additional Client Centre content today (e.g., news articles, forms), please contact Support and we will provide it to you while our vendor works to restore full service. An earlier issue prevented some customers from accessing the Sorry Page; this was resolved at 12:50 p.m. PT (3:50 p.m. ET). We will provide our next update by 3:00 p.m. PT (6:00 p.m. ET). Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

6. monitoring May 04, 2026, 10:04 PM UTC

   Central 1 continues to work closely with our Client Centre service provider as they address the ongoing stability issues impacting the platform today. At this time, availability remains intermittent, and we are actively monitoring the situation while supporting our vendor through resolution efforts. The Client Centre Sorry Page is now consistently available to all customers, ensuring continued access to Central 1 applications during this period. If you require any specific content from the Client Centre, please reach out to our Support team and we will be happy to assist. We will continue to provide updates as more information becomes available.

7. monitoring May 05, 2026, 12:53 PM UTC

   At this time, all Central 1 monitoring indicators for our Single Sign-On service and Client Centre content pages are green. We will continue to closely monitor these services throughout the morning before closing out communications. If you are still experiencing any content or access issues with our applications or services, please contact us for additional support. Central 1 - [email protected] – 1.888.889.7878, press 1

8. monitoring May 05, 2026, 03:04 PM UTC

   The Client Center website is currently unavailable. Please use the URLs presented on the “Sorry Page” to access applications and services. Central 1 is continuing to work with our Cient Center web service provider to resolve the global issues they are experiencing. If you require any additional Client Center content today (e.g., news articles, forms), please contact Support, and we will provide it while our vendor works to restore full service. We will provide our next update by 9:00 a.m. PT (12 p.m. ET). Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

9. monitoring May 05, 2026, 04:13 PM UTC

   The Client Centre website (https://clients.central1.com) continues to experience instability. Please use the URLs presented on the “Sorry Page” to access applications and services. Note, the link for FX Notes is not currently listed but we are working on getting that added. In the meantime, the link for that application is https://connex.globex2000.ca/. Central 1 is continuing to work with our Cient Centre web service provider to resolve the global issues they are experiencing. If you require any Client Centre content today (e.g., news articles, forms), please contact Support, and we will provide it while our vendor works to restore full service. We will provide updates as we have more information. Thank you for your patience during this incident and we apologize for any inconvenience caused by it. Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

10. monitoring May 05, 2026, 06:03 PM UTC

    Client Centre (https://clients.central1.com/) continues to be unavailable. Please note that Central 1’s public website (https://www.central1.com/) is also currently unavailable, as it is hosted by the same service provider. Please continue to use the URLs presented on the “Sorry Page” to access applications and services. Note, the link for FX Notes is not currently listed but we are working on getting that added. In the meantime, the link for that application is https://fxn.secure.central1.com/. Central 1 continues to work closely with our Client Centre web service provider to resolve the global issues they are experiencing. If you require any Client Centre content (e.g., news articles, forms), please contact Support and we will provide it while our vendor works to restore full service. We will provide our next update tomorrow morning, or sooner should service be restored and stability confirmed. Thank you for your continued patience, and we apologize for the inconvenience. Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

11. monitoring May 05, 2026, 11:59 PM UTC

    Central 1 has observed improved stability with both the Client Centre (https://clients.central1.com/) and https://www.central1.com/ over the past several hours. While services are currently operating normally, we continue to actively monitor the environment closely to ensure ongoing stability. In parallel, Central 1 is also working on additional contingency and workaround options to help improve resiliency and reduce dependency on the affected hosting environment. We expect to provide customers with a further update tomorrow regarding these mitigation efforts and next steps. Thank you for your continued patience and understanding while we work through this vendor-related issue. Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

12. monitoring May 06, 2026, 09:26 PM UTC

    Central 1 has observed stable operation of both the Client Centre (https://clients.central1.com/) and https://www.central1.com/ since yesterday afternoon. At this time, services continue to operate normally. While stability has improved, Central 1 and our web service provider remain in an active monitoring phase as the vendor continues to validate long-term platform stability. As a result, this incident will remain open until the vendor formally confirms resolution and sustained stability. In parallel, Central 1 continues to work on additional resiliency and high-availability mitigation options to help reduce dependency on the affected environment. We will provide further details on these changes as plans are finalized. We will provide further updates if there are any changes to service availability, or once the vendor has confirmed the incident is fully stabilized and resolved. Thank you for your patience and understanding throughout this incident. Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

13. resolved May 07, 2026, 05:36 PM UTC

    Central 1 and our web service provider have observed stable operation of both the Client Center (https://clients.central1.com/) and https://www.central1.com/. As a result of the incident, it is now considered resolved. Central 1 continues to implement additional resiliency and high-availability improvements to further strengthen site availability and reduce dependence on the affected environment. We expect to communicate additional details regarding these enhancements as changes are finalized. We appreciate everyone’s patience throughout this incident and apologize again for the inconvenience.

14. postmortem Jun 05, 2026, 10:54 PM UTC

    **Postmortem**: **INC221339 – Client Centre and** [**Central1.com**](http://Central1.com) **Unavailable \(P2\)** On May 7, 2026, Central 1 experienced intermittent access issues impacting Client Centre and [Central1.com](http://Central1.com), following earlier instability first observed on May 4 \(INC221142\). Users across multiple financial institutions encountered inconsistent behavior including “Sorry” pages, timeouts, and HTTP 500 errors during login attempts. The incident was initially classified as P3 due to the presence of fallback access, but was escalated as impact persisted and authentication failures became more apparent. Post-incident review confirmed the event was caused by two overlapping issues that complicated detection and response. A third-party hosting provider performed a security remediation that introduced access restrictions, impacting Client Centre availability. At the same time, a separate issue within Central 1’s environment caused memory exhaustion on a single ADFS node, leading to repeated service restarts and HTTP 500 errors for a subset of authentication requests. The concurrency of these issues delayed root cause isolation and resulted in a fragmented and inconsistent user experience. **Point of failure:** Primary: Third-party hosting security remediation causing access instability Secondary: Memory exhaustion on ADFS node leading to service restarts and authentication errors. Contributing Factors were elevated authentication traffic \(user retries and redirect loops during outage conditions\) and no monitoring or alerting for ADFS memory/resource thresholds. The initial focus on vendor-related symptoms delayed identification of internal SSO degradation. **Corrective Actions** * Implemented monitoring and alerting for ADFS memory exhaustion \(Completed\) * Establish ADFS performance baselines to detect abnormal traffic patterns \(In progress\) * Evaluate and implement ADFS capacity improvements \(Under assessment\) * Formalized vendor escalation path for hosting-related incidents \(In progress\) This incident highlights the complexity introduced by concurrent failures across vendor-hosted and internal identity systems. Improved observability and clearer separation of symptom domains will be critical to accelerating diagnosis and ensuring more consistent user experience during future incidents. Jason Seale | Director of Client Support Services [[email protected]](mailto:[email protected]) | 778.558.5627