Issue with Core User Management functionality in US SL4 accounts

Update timeline

1. resolved Sep 24, 2026, 01:54 PM UTC

   Resolved: Admins were previously unable to edit user records in the Production environment across multiple US SL4 (AWS) portals. When attempting to open a user record for editing through Admin > Tools > Core Functions > Users, the request failed with the error message, "An error occurred while processing your request." Our Engineering Team has resolved the issue, and admins can now access and edit user records as expected. Incident Duration: 05:27 AM to 06:29 AM PST

2. postmortem Sep 30, 2026, 02:11 AM UTC

   **Issue Summary:** On September 24, 2026, users in the US SL4 Production environment experienced an issue accessing the User Record page. Affected users were temporarily unable to access the page, resulting in disruption to employee-related functionality during the incident window. **Root Cause:** The issue was caused by an unexpected application processing condition that affected the availability of the service supporting User Record functionality. As a result, requests associated with the User Record page failed intermittently, causing the functionality to become temporarily unavailable. **Corrective Action:** Cornerstone recycled the affected application service and restored it to a healthy state, which resolved the issue and restored access to the User Record page. Following recovery, the affected functionality was validated and confirmed to be operating normally. **Preventive Measures:** To reduce the risk of a similar issue, Cornerstone is taking the following actions: * Continued monitoring of application health and service availability to support early detection of similar conditions. * Continued monitoring of capacity and resource utilization to identify conditions that could contribute to service degradation.