Minor Issue - Edge Import failures (US SL)

Update timeline

1. resolved Aug 20, 2026, 06:13 PM UTC

   The CSOD Technology Team identified and resolved an issue impacting access to Imports and Feeds in Edge, which caused loading failures, navigation errors, and, in some cases, automatic disabling of the CHR > Employee Load Enablement setting. The problem observed at August 19, 2026, 9:00 AM PT, and full functionality was restored as of August 19, 2026, 12:10 PM PT.

2. postmortem Sep 17, 2026, 03:18 PM UTC

   **Root Cause Analysis** **Incident Summary:** Starting August 19th, 2026, customers across the US Production and Pilot environments experienced intermittent issues while accessing Employee Load functionality through Edge Imports and Feeds. Users intermittently received errors including “Data could not be loaded due to an unknown issue” and “This page doesn’t exist.” Similar behavior was observed across multiple customer environments. **Impact:** Affected customers experienced intermittent failures while accessing and processing Employee Load functionality through Edge Imports and Feeds. Due to the intermittent nature of the issue, functionality was available for some requests while others resulted in page-loading or processing errors. **Root Cause:** The issue was determined to be related to an intermittent unhealthy application state affecting the service responsible for processing the impacted functionality. As the issue was isolated to a subset of application capacity, requests routed through the affected capacity experienced inconsistent behavior, resulting in intermittent page-loading and processing errors. The issue was not consistently reproducible across all requests, which was consistent with an intermittent application health condition. **Resolution:** The affected application service was recycled to restore a healthy application state. Following the recovery action, the impacted functionality was re-tested and confirmed to be operating normally. For a small number of users who continued to experience access issues after service recovery, clearing browser cache and cookies restored normal access. **Preventive Measures:** * Application health monitoring will continue to be reviewed to support earlier identification of unhealthy application conditions * Post-recovery validation checks will be performed following similar incidents to confirm that affected functionality has fully recovered * The application service and related functionality will continue to be monitored for any recurrence of similar intermittent errors