Cornerstone incident
Service Disruption: US SL4 – Login & 404 Error Issues
Cornerstone experienced a minor incident on May 21, 2026 affecting Uptime and Response Time, lasting 2h 2m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 21, 2026, 04:05 PM UTC
US SL4 is currently experiencing a service disruption. Some users are unable to log in or are encountering 404 errors when accessing the application. This issue is our highest priority, and our team is actively working to resolve it as quickly as possible. We will provide further updates as soon they become available. Please check back periodically for the latest information.
- identified May 21, 2026, 04:30 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring May 21, 2026, 04:42 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 21, 2026, 06:07 PM UTC
After a period of monitoring with no further recurrence observed, the issue is now considered resolved. The CSOD Technology Team identified a performance degradation impacting US SL4 customers. The issue began at 8:39 AM Pacific Time and was resolved at 9:22 AM Pacific Time. During this period, clients with portals in this region may have experienced slow performance or intermittent errors while accessing/working on the application.
- postmortem May 29, 2026, 07:15 PM UTC
**Incident Summary:** On May 21st, 2026, users in the US RES PRD environment experienced intermittent latency and portal login issues. The issue temporarily impacted portal responsiveness and user accessibility. **Impact:** Clients experienced intermittent login failures and degraded portal responsiveness in the impacted environment. Users encountered elevated response times and intermittent access issues during the incident window. **Root Cause Analysis \(RCA\):** The issue was related to transient infrastructure latency during a scheduled background activity, which temporarily impacted overall request processing performance. This resulted in intermittent timeouts and degraded portal responsiveness for a subset of users. **Resolution:** As an immediate mitigation, the background activity contributing to the elevated latency was stopped, which stabilized system performance and restored normal portal accessibility. **Preventive Measures:** The following preventive measures have been implemented to reduce the likelihood of recurrence: * Investigate why the SQL audit/log copy activity was enabled and validate operational requirements. * Operational activities associated with elevated infrastructure utilization are being reviewed and validated prior to execution.