Cornerstone incident

Minor Issue - US Swimlane - Reporting 2.0 functionality is partially impacted

Minor Resolved View vendor source →

Cornerstone experienced a minor incident on July 14, 2025 affecting Response Time and Response Time and 1 more component, lasting 1h 20m. The incident has been resolved; the full update timeline is below.

Started
Jul 14, 2025, 03:03 AM UTC
Resolved
Jul 14, 2025, 04:23 AM UTC
Duration
1h 20m
Detected by Pingoru
Jul 14, 2025, 03:03 AM UTC

Affected components

Response TimeResponse TimeResponse TimeResponse Time

Update timeline

  1. identified Jul 14, 2025, 03:03 AM UTC

    US swimlane is experiencing some functional issues, such as scheduled reports not being saved/uploaded, and downloading the report. Clients with portals in this swimlane may experience delays or issues executing some tasks. 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. resolved Jul 14, 2025, 04:23 AM UTC

    The CSOD Technology Team observed an issue affecting Reporting 2.0 on US swimlane. The problem was resolved at 8.58pm Pacific Time 13th July. During this time, clients may have experienced issues with Reporting 2.0 functionality. Please contact Global Customer Support if you are still experiencing problems with Reporting 2.0.

  3. postmortem Jul 23, 2025, 04:47 PM UTC

    **Incident Summary:** On July 13, 2025, customers hosted in the US PRD environments reported issues with the reporting functionality. Reports were not being saved or delivered to FTP folders, and the reporting tool remained stuck in a buffering state, preventing access throughout the incident window. **Root Cause:** The issue was traced to intermittent failures within the reporting service. Although the service appeared operational, underlying issues led to degraded performance and silent failures during report generation and delivery. **Corrective Action:** The system was stabilized by restarting affected components and clearing stale processes. These actions restored access to the reporting tool and re-enabled FTP operations. **Preventive Measures:** To reduce the risk of recurrence, Cornerstone is taking the following actions: * Reviewing and updating recovery procedures to ensure full and timely restoration during similar incidents * Fine-tuning application components within the reporting service to improve stability and fault tolerance * Strengthening collaboration between infrastructure and application teams to proactively identify and address performance bottlenecks