INC222016 - Login Disruption to Digital Banking

Update timeline

1. monitoring May 21, 2026, 08:54 PM UTC

   Members may have experienced an error message "There was an error processing your request" when attempting to log in to online banking between 1:02 p.m. and 1:30 p.m. PT (4:02 p.m. to 4:30 p.m. ET). The issue has now been resolved. A postmortem will be completed, and a summary will be shared once available. [email protected] - 1.888.889.7878 (option 2)

2. resolved May 22, 2026, 03:37 PM UTC

   The system has remained stable thought the night. A postmortem will be completed, and a summary will be shared once available. [email protected] - 1.888.889.7878 (option 2)

3. postmortem Jun 05, 2026, 06:03 PM UTC

   **Postmortem: INC222016 – Digital Banking Login Errors** On May 21, 2026, between approximately 1:02 p.m. PT \(4:02 p.m. ET\) and 1:30 p.m. PT \(4:30 p.m. ET\), some Digital Banking users experienced intermittent login errors when accessing online banking. During this time, users may have received the message “There was an error processing your request.” The incident was caused by a temporary resource constraint within the Azure environment hosting Central 1’s F5 load balancer. A brief period of CPU contention on the shared cloud infrastructure impacted the load balancer’s ability to process health checks and maintain synchronization between nodes within expected time thresholds. This resulted in delayed failover behavior and required manual intervention to restore normal service. The impact was limited in scope to Digital Banking login services and was short in duration for affected users. Payment services were not impacted. No data loss or security concerns were identified. **Corrective Actions – PRB011739** * **PTASK0010574 – Fine-tune HA failover capability – IN PROGRESS** • Improve failover responsiveness to reduce dependence on manual intervention during similar conditions. * **PTASK0010575 – Improve F5 monitoring – COMPLETED** • Enhanced monitoring to provide earlier detection of load balancer performance degradation. * **PTASK0010576 – Test and implement vendor-recommended fixes – IN PROGRESS** • Evaluate and apply vendor guidance to improve resilience under constrained resource conditions. * **PTASK0010577 – Escalate CPU contention concerns with Microsoft Azure – IN PROGRESS** • Engage Microsoft to review resource allocation behaviour and reduce risk of recurrence. We apologize for the disruption experienced during this incident. Central 1 is taking these steps to strengthen resilience and improve failover performance within our cloud-hosted infrastructure. Santino Parrotta | Manager, Client Support Services [[email protected]](mailto:[email protected])