INC226099 - Potential Issue Impacting Remote Deposit Capture (RDC)

Update timeline

1. investigating Aug 11, 2026, 04:56 PM UTC

   We are currently investigating a potential issue impacting Central 1’s Remote Deposit Capture (RDC) error or mobile deposits. At approximately 9:30 a.m. PT (12:30 p.m. ET) we observed an increase in RDC errors. At this time, we are working to validate scope and confirm whether customer impact is present. We will provide an update within 1 hour or sooner as more information becomes available. Central 1 - [email protected] - 1.888.889.7878 Option 1

2. resolved Aug 11, 2026, 05:22 PM UTC

   Central 1 has confirmed that a service interruption impacted Remote Deposit Capture (RDC) between 2:05 a.m. PT and 10:13 a.m. PT (5:05 a.m. ET and 1:13 p.m. ET) on August 11, 2026. The disruption lasted approximately 8 hours and 8 minutes. During this period, members may have experienced errors when attempting to submit mobile cheque deposits through participating financial institution applications utilizing Central 1's RDC service. Service was fully restored at 10:13 a.m. PT (1:13 p.m. ET), and we continue to monitor the platform to ensure ongoing stability. A root cause analysis is being prioritized and will be completed as part of our standard incident management process.

3. postmortem Aug 24, 2026, 02:21 PM UTC

   **Postmortem: INC226099 – Mobile Remote Deposit Capture \(mRDC\) Service Interruption** On August 11, 2026, between 2:05 a.m. and 10:13 a.m. PT \(5:05 a.m. and 1:13 p.m. ET\), the Mobile Remote Deposit Capture \(mRDC\) service experienced an interruption, preventing members from successfully submitting mobile cheque deposits. During this period, deposit requests could not be processed due to a loss of connectivity between the mRDC application and supporting data services. **Point of Failure** As part of a database governance and standardization initiative, database service account permissions were updated to align with enterprise standards. This change exposed an undocumented user privilege dependency within the mRDC environment where the application access relied upon a legacy access permission for a service account. **Resolution** The team restored service by re-establishing the required database permissions and restarting the affected application, restoring connectivity and allowing deposit processing to resume. Once service was recovered, queued transactions were processed, and normal member activity resumed. While these actions resolved the immediate service interruption, the incident highlighted opportunities to strengthen platform resiliency and change validation processes. Central 1 has initiated a series of corrective measures to reduce dependency on legacy configurations, improve monitoring and alerting capabilities, strengthen change controls, and enable faster operational recovery should a similar event occur in the future. **Corrective Actions \(PRB011762\)** * Document and enhance the database user governance change process, including validation and testing requirements. – In Progress * Review remaining databases for legacy access dependencies and remediate where required. – In Progress * Implement post-change reviews of SQL Server logs to identify access and authentication issues immediately following user governance changes. – Complete * Enhance monitoring and alerting for RDC transaction failures and abnormal transaction patterns. – In Progress * Require all database user governance changes to be executed through the formal Change Management process. – Complete * Implement monitoring for RDC deposit confirmation transactions. – In Progress We sincerely apologize for the disruption and the impact this incident had on your members and operations. We appreciate your patience and understanding while services were restored and thank you for your continued partnership Liz Ackroyd Manager, Client Support Services [[email protected]](mailto:[email protected]) | 905.301.1337