Minor Issue - Latency for all Galaxy Clients across UK and EU Region

Update timeline

1. investigating Mar 16, 2026, 09:07 AM UTC

   The Galaxy clients across UK and EU Region Swimlanes are experiencing some latency issues. Clients with portals in this swimlane may experience delays or 504 gateway timeouts errors while accessing certain pages in the application. This is our top priority and we are working to resolve the problem as soon as possible. Please check back periodically for additional updates, which will be posted as they become available.

2. identified Mar 16, 2026, 09:42 AM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Mar 16, 2026, 12:06 PM UTC

   The CSOD Technology Team observed a performance degradation affecting the Galaxy clients across UK and EU region swimlane. The problem began at 1:02 AM Pacific Time and was resolved at 1:19 AM Pacific Time. During this time, clients with portals on UK and EU region swimlane may have experienced slow performance or intermittent errors while accessing the application.

4. postmortem Mar 31, 2026, 05:45 AM UTC

   **Incident Summary:** On March 16th, 2026, clients in the Europe PRD \(FRA SL1, CDG SL1, UK SL1, SL2, SL3\) region experienced a service disruption impacting Cornerstone, resulting in login failures and access issues. **Impact:** Users attempting to access Cornerstone were unable to log in and encountered 504 Gateway Timeout errors. The issue affected authentication flows and prevented successful access to the platform during the incident period. **Root Cause Analysis \(RCA\):** The disruption was caused by latency in the authentication service responsible for handling login requests. Cornerstone relies on a centralized authentication mechanism, and during the incident, authentication requests experienced delays, leading to timeouts at the gateway layer. This resulted in failed login attempts and temporary service unavailability. **Resolution:** Upon identification, the engineering team took corrective actions to stabilize the authentication flow and restore normal response times. System performance was closely monitored, and once latency was reduced, login functionality was fully restored across the impacted environments. **Preventive Measures:** The following measures have been implemented to reduce the likelihood of recurrence: * Enhanced monitoring and alerting for authentication service latency * Reviewed and adjusted timeout thresholds to improve resilience in the request flow * Strengthened capacity planning for authentication related services