Cornerstone experienced a notice incident on August 4, 2025 affecting Uptime and Response Time, lasting 1d 23h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 04, 2025, 06:04 PM UTC
Some customers on US SL2 may experience intermittent errors when navigating the application. We are actively investigating the issue to determine the cause. We will share another update as we learn more.
- investigating Aug 04, 2025, 08:00 PM UTC
We are continuing to investigate the intermittent errors. We will continue to share regular updates until the issue is fully resolved.
- investigating Aug 04, 2025, 10:38 PM UTC
We are actively investigating the intermittent errors. We remain focused on resolving the issue and will continue to provide regular updates.
- investigating Aug 05, 2025, 01:00 AM UTC
We are actively investigating the intermittent errors. We remain focused on resolving the issue and will continue to provide regular updates.
- investigating Aug 05, 2025, 03:04 AM UTC
We are actively investigating the intermittent errors. We remain focused on resolving the issue and will continue to provide regular updates.
- investigating Aug 05, 2025, 05:19 AM UTC
We are continuing to investigate the intermittent errors and remain committed to resolving the issue. Regular updates will be provided as we progress.
- investigating Aug 05, 2025, 07:35 AM UTC
We are continuing to investigate the intermittent errors and remain committed to resolving the issue. Regular updates will be provided as we progress.
- investigating Aug 05, 2025, 09:52 AM UTC
We are actively continuing to investigate the issue and are working towards a resolution. Our team is prioritizing this and will provide updates as soon as more information becomes available.
- investigating Aug 05, 2025, 11:54 AM UTC
Our development teams are actively investigating the issue to identify the root cause. So far, no specific error logs have been found that clearly point to the problem, and the root cause is yet to be confirmed. At this time, no errors are being observed in the system. The teams are currently working on capturing additional diagnostic data to support deeper analysis and are monitoring the situation. We appreciate your patience and will continue to provide updates as the investigation progresses.
- investigating Aug 05, 2025, 01:55 PM UTC
We are continuing to investigate the issue. We will share update as we learn more.
- monitoring Aug 05, 2025, 03:52 PM UTC
A fix has been implemented, and we are monitoring the results.
- investigating Aug 05, 2025, 04:39 PM UTC
We are still observing some intermittent errors, though the applied fix has reduced their frequency. Our teams continue to investigate the issue as a top priority, and we will share further updates as more information becomes available.
- investigating Aug 05, 2025, 06:55 PM UTC
We've implemented additional changes and are seeing a further reduction in exceptions. Our teams remain focused on achieving full stabilization. We appreciate your continued patience and will share more updates as new information becomes available.
- investigating Aug 05, 2025, 08:34 PM UTC
We’re seeing an uptick in exceptions and are actively investigating with the utmost urgency. We apologize for the continued disruption and appreciate your patience as we work toward resolution.
- monitoring Aug 05, 2025, 09:08 PM UTC
We identified the cause and resolved the issue. We will continue to closely monitor activity.
- resolved Aug 06, 2025, 05:20 PM UTC
This incident has been resolved.
- postmortem Aug 22, 2025, 04:55 PM UTC
**Incident Summary:** On August 4, 2025, customers hosted in the US PRD SL2 environment experienced a service disruption caused by a faulty web page component. The issue introduced instability in the application and temporarily impacted service availability. **Root Cause:** The investigation determined that a web page component contained an excessive number of deeply nested HTML tags. This caused performance degradation and stability issues within the application, resulting in the disruption until the root cause was identified and remediated. **Corrective Action:** To restore stability and resume normal operations, Cornerstone took the following actions: * Immediately disabled the problematic page component to stabilize the environment. * Deployed a hotfix to correct the compatibility issue and restore full service functionality. **Preventive Measures:** To reduce the risk of recurrence, Cornerstone is implementing the following improvements: * Establishing a review process for custom components to ensure compliance with performance and coding best practices, including avoiding unnecessary or excessive HTML nesting. * Enhancing automated testing and dependency validation to detect similar issues earlier in the release cycle.