Resolved - INC219102 - Client Centre Access Issues

Update timeline

1. investigating Mar 30, 2026, 02:11 PM UTC

   Users are experiencing an accessibility issue with the Client Centre (Clients.Central1.Com) and the services and applications behind the Client Centre. We are conducting a thorough analysis of the systems involved and working toward resolving the issue. Central 1’s technical team is investigating and will provide another update by 8:00 a.m. PT (11:00 a.m. ET). Central 1 - [email protected] – [email protected] - 1.888.889.7878

2. resolved Mar 30, 2026, 02:36 PM UTC

   The Client Centre (Clients.Central1.Com) access issues have been resolved. Central 1 - [email protected] – [email protected] - 1.888.889.7878

3. postmortem Apr 22, 2026, 01:52 PM UTC

   **INC219102 – Error When Accessing the Client Centre** On March 30, 2026, between 3:00 a.m. PT \(6:00 a.m. ET\) and 4:15 a.m. PT \(7:15 a.m. ET\), Central 1 customers experienced intermittent access issues \(approximately 50%\) when accessing Client Centre and related services and applications. The issue was caused by how login requests were being directed within the system. While traffic is normally spread across available servers, some login attempts were sent to servers that were not available. Because the system tried to keep users on the same path for consistency, repeated login attempts continued to be directed to the same unavailable server. **Point of Failure** This incident was triggered by a routine system change made on Sunday, March 29, 2026. A background process responsible for managing system capacity did not complete successfully. This did not have an immediate impact but became apparent once normal business traffic increased, at which point the system reached its limits. As a result of this condition, some login requests could not be properly processed, leading to login failures for approximately half of the users. In some cases, affected users continued to experience the issue on repeated attempts until they refreshed their session \(for example, by closing and reopening their browser\). To restore service, the two impacted login servers were removed from service, allowing traffic to be handled by the remaining healthy servers and resolving the issue. **PRB011701 – Actions & Lessons Learned** Central 1 has reinforced the requirement for all teams to create change tickets and adhere to the established change management process. * **PTASK0010527** – Monitoring did not alert on disk usage prior to the server reaching full capacity – _Complete_ * **PTASK0010532** – Investigate enhancing ADFS probes beyond basic HTTP checks – _Target: Q2 2026_ We apologize for the disruption this caused to your operations and your members. If you have any questions or require additional details, please contact Support. Central 1 – Support | [[email protected]](mailto:[email protected]) | 1.888.889.7878 \(press 1\)