Cornerstone Outage History

Started Nov 06, 2026, 02:35 PM UTC· resolved Nov 06, 2026, 06:23 PM UTC

1. investigating Nov 06, 2026, 02:35 PM UTC

   The EU(FRA) and UK swimlane customers may experience an Internal Server Error (HTTP 500) when users try to login with SSO. The issue is limited to the customers with the GSSO setup. 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. monitoring Nov 06, 2026, 03:21 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Nov 06, 2026, 04:23 PM UTC

   We are continuing to monitor for any further issues.

4. resolved Nov 06, 2026, 06:23 PM UTC

   The CSOD Technology Team observed a service disruption on this swimlane. The problem began at 6:21 AM Pacific Time and service was restored at 7:02 AM Pacific Time. During this time, clients with portals on this swimlane were not able to access the application when logging in through SSO. After a period of monitoring and no recurrence we are considering this issue Resolved.

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Started Oct 30, 2026, 01:24 AM UTC· resolved Oct 30, 2026, 02:12 AM UTC

1. investigating Oct 30, 2026, 01:24 AM UTC

   JP SL1 swim lane is experiencing delays in processing background or queued tasks. During this time, background tasks, including email processing or LAT processing, may take longer than usual to complete. Resolving this issue is our top priority, and we are working to fix it as quickly as possible. Please check back periodically for updates, which will be posted as they become available.

2. investigating Oct 30, 2026, 01:40 AM UTC

   After further review, the issue is not about queue processing, but system latency. Apologies for the confusion. The swimlane is experiencing some latency issues. Clients with portals in this swimlane may experience delays or issues 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.

3. monitoring Oct 30, 2026, 01:56 AM UTC

   Latency has subsided now. We are monitoring to ensure all services are back to normal.

4. resolved Oct 30, 2026, 02:12 AM UTC

   The CSOD Technology Team observed a performance degradation affecting this swimlane. The problem began at 18:05 and was resolved at 18:55, 29 Oct PDT. During this time, clients with portals on this swimlane may have experienced slow performance or intermittent errors while accessing the application.

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Started Oct 29, 2026, 02:33 PM UTC· resolved Oct 29, 2026, 07:26 PM UTC

1. investigating Oct 29, 2026, 02:33 PM UTC

   US SL1 swim lane is experiencing delays in processing background or queued tasks. During this time, background tasks, including email processing or LAT processing, may take longer than usual to complete. Resolving this issue is our top priority, and we are working to fix it as quickly as possible. Please check back periodically for updates, which will be posted as they become available.

2. monitoring Oct 29, 2026, 04:54 PM UTC

   The issue has been resolved and the queues are successfully processing. We will keep the status in a Monitoring for a period of time to confirm continued stability and ensure the issue does not recur.

3. resolved Oct 29, 2026, 07:26 PM UTC

   This issue is resolved. The queues are continuing to process successfully.

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Started Oct 27, 2026, 02:46 PM UTC· resolved Oct 28, 2026, 02:03 AM UTC

1. investigating Oct 27, 2026, 02:46 PM UTC

   US SL1 environments are currently experiencing issues with Learning Assignments being stuck in a queued status. 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. monitoring Oct 27, 2026, 04:23 PM UTC

   We have identified the cause of the issue and implemented a fix. Learning Assignment queues are now processing. However, due to the backlog of assignments, some delays may continue as the queues work through the backlog of pending requests. We will continue to monitor progress and provide another update once the backlog has cleared and normal processing has resumed.

3. resolved Oct 28, 2026, 02:03 AM UTC

   We have finished processing the LAT queue at 5 PM PT. There is currently no ongoing backup for asynchronous processing in US SL1.

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Started Oct 21, 2026, 07:06 PM UTC· resolved Oct 21, 2026, 11:28 PM UTC

1. investigating Oct 21, 2026, 07:06 PM UTC

   Some customers on US SL3 may experience intermittent latency and issues launching training. We are actively investigating the issue as a top priority and working to restore normal functionality as quickly as possible. We will continue to provide updates as more information becomes available.

2. monitoring Oct 21, 2026, 08:08 PM UTC

   Our Engineering teams have confirmed the issue has subsided. We have validated that the issue is no longer reproducible and we are monitoring for the next hour before considering the issue resolved.

3. investigating Oct 21, 2026, 08:42 PM UTC

   We've received reports that this issue has resurfaced and our Engineering teams are investigating further. We'll continue to share updates as new information becomes available.

4. monitoring Oct 21, 2026, 09:29 PM UTC

   Engineering has applied a fix and we have validated the issue is no longer reproducible. We will place this back in a monitoring status for at least one hour before considering the issue resolved.

5. resolved Oct 21, 2026, 11:28 PM UTC

   The CSOD Technology Team observed an issue with users launching training. The problem was intermittent between 11 AM Pacific Time and was resolved at 2 PM Pacific Time. During this time, users may have experienced issues accessing and launching training from their transcripts. Please contact Global Product Support if this issue is persisting.

6. postmortem Nov 06, 2026, 08:35 PM UTC

   **Incident Summary:** On October 21st, 2026, users experienced intermittent issues when launching courses in the US SL3 & SL5 Production environment. Some course launch requests became unresponsive, preventing users from accessing course content as expected. **Impact:** Users were intermittently unable to launch courses due to requests becoming unresponsive. The issue affected application request processing during the incident. **Root Cause:** The issue was caused by a resource contention condition in the application's request logging mechanism. Under high logging volumes, requests became blocked while attempting to process log messages, eventually exhausting the available application processing threads. This prevented new requests from being processed efficiently and resulted in intermittent course launch failures. **Resolution:** A permanent code fix was developed to prevent request threads from blocking when the logging queue reaches capacity. The fix also separates log processing from the shared application request-processing resources and improves log-writing efficiency. **Preventive Measures:** * Updated logging queue handling to prevent application requests from blocking when the queue is full. * Isolated log processing from the shared application thread pool to reduce resource contention. * Improved log-writing behavior to reduce dependency on shared processing resources.

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Started Oct 20, 2026, 09:13 PM UTC· resolved Oct 21, 2026, 03:04 AM UTC

1. investigating Oct 20, 2026, 09:13 PM UTC

   Our Engineering teams are performing an Emergency Change and as a result FTP across UK Production environment is currently inaccessible. We are working to restore access and will update here as soon as complete.

2. investigating Oct 20, 2026, 10:58 PM UTC

   Engineering is continuing to work on the Emergency Control Change As part of this work we have needed to pause Data Feeds and they will resume once this work is completed. We will continue to keep this page updated at least every 2 hours or as we get new information. We apologize for any inconvenience.

3. investigating Oct 21, 2026, 01:00 AM UTC

   Our Engineering teams are continuing to work on restoring FTP access across the UK Production environment. The issue remains under investigation, and we will provide a further update as soon as more information becomes available.

4. resolved Oct 21, 2026, 03:04 AM UTC

   Our Engineering team has confirmed that FTP access across the UK Production environment has been restored. We have also performed checks on our side, and no further issues have been observed so far.

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Started Oct 20, 2026, 04:18 PM UTC· resolved Oct 21, 2026, 08:07 PM UTC

1. investigating Oct 20, 2026, 04:18 PM UTC

   Data Load Wizard feeds are experiencing issues processing on US SL1 and US SL5 Swimlanes. 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 Oct 20, 2026, 05:57 PM UTC

   Engineering has identified a cause and we are currently validating a fix. We will continue sharing updates as they become available.

3. monitoring Oct 20, 2026, 07:11 PM UTC

   A fix has been implemented and we have validated it's been successful. We will update this issue to Resolved after a period of monitoring.

4. resolved Oct 21, 2026, 08:07 PM UTC

   After a full day of monitoring we are considering this issue resolved. A formal Root Cause Analysis will be published within 7-10 business days including preventive measures.

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Started Oct 19, 2026, 09:35 AM UTC· resolved Oct 19, 2026, 01:05 PM UTC

1. investigating Oct 19, 2026, 09:35 AM UTC

   The swimlane is experiencing some latency issues. Clients with portals in this swimlane may experience delays or issues 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. monitoring Oct 19, 2026, 10:01 AM UTC

   A fix for this issue was implemented, and the issue has been mitigated. We are monitoring the swimlane performance before concluding this incident as resolved.

3. resolved Oct 19, 2026, 01:05 PM UTC

   This issue has been fully resolved, and all corrective actions have been completed successfully. No further impact is expected.

4. postmortem Oct 27, 2026, 04:33 PM UTC

   **Root Cause Analysis** **Incident Overview:** On October 19th, 2026, at approximately 2:16 AM PT, a service disruption impacted the EU region \(FRA SL1\) preventing customers from accessing the application login page. Requests to the affected services returned HTTP 504 Gateway Timeout errors. During the incident, origin endpoints URLs were inaccessible across all three environments, disrupting access to the affected services. Service availability recovered automatically at approximately 2:45 AM PST, restoring access to the affected production environments. **Impact:** During the incident, customers experienced login failures and were unable to access the application login page. Requests returned HTTP 504 Gateway Timeout errors because the Content Delivery Network \(CDN\) was unable to reach the origin endpoints. **Root Cause:** The incident was attributed to an AWS-side service disruption that affected connectivity between the CDN and the origin endpoints. During the investigation, AWS confirmed that the CDN was unable to reach the origin endpoints. This prevented requests from reaching the application services and resulted in HTTP 504 Gateway Timeout errors. Internal investigations confirmed that shared components, including databases and DNS, remained operational during the incident. A sharp decline in incoming traffic was also observed, consistent with the reported service accessibility issues. **Preliminary Findings from AWS:** After the incident was detected, AWS acknowledged an outage on its end that contributed to the disruption. Service availability recovered automatically at approximately 2:45 AM PST, without manual intervention from the operations team. A detailed RCA from AWS is still pending to confirm the underlying failure mechanism, the services and components affected, and the corrective and preventive measures being implemented to minimize the risk of recurrence. **Resolution and Recovery:** Service availability recovered automatically at approximately 2:45 AM PST on October 19th, 2026. Following recovery, access to the affected production environments was restored. No manual intervention was required to trigger service recovery. **Corrective and Preventive Actions:** The following actions are planned to complete the investigation and identify opportunities to improve service resilience: 1. **Obtain the final AWS RCA:** Continue working with AWS to obtain the completed event analysis, including confirmation of the suspected KMS API errors and the sequence of events that led to the regional service disruption. 2. **Assess monitoring and alerting:** Review existing monitoring for CDN-to-origin connectivity, HTTP 504 errors, origin endpoint availability, and sudden declines in incoming traffic to identify opportunities for earlier detection and faster diagnosis. 3. **Evaluate service resilience:** Based on AWS's final findings, assess whether additional monitoring, failover, or recovery mechanisms are required within our environment to reduce customer impact during similar infrastructure disruptions. 4. **Update the incident documentation:** Incorporate AWS's confirmed findings into the incident record and update this RCA with the final technical explanation and any additional corrective or preventive actions. **Current Status and Next Steps:** The incident is resolved, and service availability has been restored. Based on AWS's initial assessment, an increase in KMS API errors is the suspected trigger for a broader cascading impact across multiple AWS services in the region. This may have contributed to the connectivity failure between the CDN and the origin endpoints. However, the precise failure mechanism and the sequence of downstream impacts remain under investigation by AWS. **Further details will be provided as soon as AWS completes its investigation and shares the detailed RCA.** The final findings will be reviewed to determine whether any additional corrective or preventive measures are required within our environment.

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Started Oct 16, 2026, 12:30 PM UTC· resolved Oct 16, 2026, 02:30 PM UTC

1. resolved Oct 16, 2026, 09:30 AM UTC

   Some customers on EU SL1 (FRA) may have experienced increased latency beginning at approximately 5:30 AM PT. The degradation primarily impacted the Learner Home service, resulting in slower response times when accessing and navigating the platform. The issue subsided at approximately 7:30 AM PT, and service performance has since returned to normal. We will provide a Root Cause Analysis (RCA) within 7 to 10 business days.

2. postmortem Oct 29, 2026, 03:34 PM UTC

   **Issue Summary:** On October 16, 2026, users in the EU SL1 Production environment experienced increased latency when accessing Learner Home. Affected users experienced slower response times and delays in loading Learner Home functionality during the incident. **Root Cause:** The issue was caused by an application connection leak, which resulted in inefficient utilization of available connections and reduced application responsiveness. As a result, requests to Learner Home experienced increased processing times, leading to degraded performance for affected users. **Corrective Action:** Cornerstone implemented a temporary fix on October 16, 2026, to mitigate the connection leak and improve application performance, restoring normal responsiveness to the affected functionality. **Preventive Measures:** To reduce the risk of a similar issue, Cornerstone is taking the following action: * A permanent fix is scheduled for the November Release on November 13, 2026 to address the underlying application connection leak and reduce the likelihood of recurrence.

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Started Oct 16, 2026, 12:49 AM UTC· resolved Oct 16, 2026, 01:05 AM UTC

1. investigating Oct 16, 2026, 12:49 AM UTC

   The swimlane is experiencing some latency issues. Clients with portals in this swimlane may experience delays or issues 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. monitoring Oct 16, 2026, 12:57 AM UTC

   The issue has been resolved. We are monitoring to ensure all services are back to normal.

3. resolved Oct 16, 2026, 01:05 AM UTC

   The CSOD Technology Team observed a performance degradation affecting this swimlane. The problem began at 17:26 and was resolved at 18:03, 15 Oct PDT. During this time, clients with portals on this swimlane may have experienced slow performance or intermittent errors while accessing the application.

4. postmortem Oct 30, 2026, 07:18 PM UTC

   **Issue Summary:** On October 15, 2026, users in the JP Production environment experienced latency and intermittent request timeouts, resulting in degraded application performance.nAffected users experienced slow response times, with some portals remaining in a loading state despite successful login attempts, temporarily disrupting access to application functionality. **Root Cause:** The issue was caused by elevated database resource utilization, which resulted in increased CPU usage and degraded database performance. As a result, application requests experienced increased processing times, leading to slower response times and intermittent request timeouts. **Corrective Action:** Cornerstone initiated a database failover to the secondary database server to restore service performance. Following completion of the failover, application performance returned to normal and affected services recovered. Additional resources were also provisioned on the secondary database server to support capacity and maintain service stability. **Preventive Measures:** To reduce the risk of a similar issue, Cornerstone has taken the following actions: * Increased resource capacity on the secondary database server to better accommodate application workloads and reduce the risk of performance degradation. * Continued monitoring of application latency and request timeouts to support early detection of performance issues and ensure ongoing service stability.

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Started Oct 15, 2026, 08:52 PM UTC· resolved Oct 15, 2026, 09:53 PM UTC

1. investigating Oct 15, 2026, 08:52 PM UTC

   Data Load Wizard feeds are experiencing issues processing on US SL1 and US SL5 Swimlanes. 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 Oct 15, 2026, 09:53 PM UTC

   The CSOD Technology Team observed issues with Data Load Wizard processing on US SL1 and US SL5. The problem began at 12:47 PM Pacific Time and was resolved at 1:10 PM Pacific Time. During this time, Feeds for Data Load Wizard may have been stuck or not processing. A fix has been deployed and after internal validation we have confirmed the issue is resolved.

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Started Oct 14, 2026, 08:05 AM UTC· resolved Oct 14, 2026, 11:17 AM UTC

1. investigating Oct 14, 2026, 08:05 AM UTC

   Portals on FR (CDG) and EU (FRA) SL1 may experience issues accessing Career Sites. 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 Oct 14, 2026, 08:15 AM UTC

   Cornerstone engineers have found the cause for this issue and are currently working on a fix

3. monitoring Oct 14, 2026, 09:52 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Oct 14, 2026, 11:17 AM UTC

   Following the fix deployment we have observed stable performance of careersites. Hence this incident is concluded resolved.

5. postmortem Nov 04, 2026, 08:00 AM UTC

   **Root Cause Analysis** **Incident Summary:** On October 14th, 2026, an incident impacted Career Site availability across the FRA SL1 & CDG SL1 Production environments, preventing users from accessing the Career site as expected. **Customer Impact:** Users were unable to access the affected Career Sites during the incident, disrupting their ability to view and use the available career-related functionality. **Root Cause:** The incident was caused by a network routing issue which was the result of an unintended removal of a routing entry for an underlying service. This disrupted service registry and consequently impacted network routing for a dependent service. This disrupted communication with the API services required for Career Site functionality. As a result, users were unable to access the affected Career Sites. **Resolution:** The issue was resolved by restoring the missing routing entry, which brought the service back to an available and registered state. This enabled dependent services to successfully discover it and resume normal communication through the routing layer. Following these actions, the services recovered, and Career Site functionality was restored. **Preventive Measures:** · Validate network routing and connectivity between dependent services to ensure reliable communication with the required API endpoints and minimize the risk of similar disruptions. · Additional monitoring alerts for the affected service were implemented on the same day. Following the migration, this service will no longer have a dependency on the previous networking component, eliminating this specific point of dependency.

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Started Oct 12, 2026, 07:43 AM UTC· resolved Oct 12, 2026, 09:13 AM UTC

1. investigating Oct 12, 2026, 07:43 AM UTC

   Users may experience an issue with Reporting 2.0 in the Production environment, where the report builder fails to load the available data fields, preventing users from creating new reports or modifying existing ones. When users attempt to create a new report or edit an existing report, the report builder interface loads but does not display the available fields required to configure the report. As a result, users are unable to add or modify table columns, apply filters, or complete report configuration.

2. resolved Oct 12, 2026, 09:13 AM UTC

   The Engineering Team has confirmed that Reporting 2.0 is now functioning as expected. This is successfully resolved. Thank you for your patience and understanding!

3. postmortem Oct 28, 2026, 12:38 AM UTC

   **Incident Summary** On October 12, 2026, an issue was identified in the FRA Production environment affecting Reporting functionality. Users experienced performance degradation, with some Reporting pages taking longer than expected to load or failing to load successfully. **Customer Impact** Users accessing Reporting functionality in the FRA Production environment experienced delays and intermittent issues loading Reporting pages. This affected the overall user experience and temporarily limited access to reporting information. **Root Cause Analysis** The issue was attributed to a known metadata-related problem affecting the loading of Reporting pages. This impacted the ability of the Reporting functionality to load and respond as expected. **Resolution** The hotfix addressing the metadata-related issue has been successfully deployed to the FRA Production environment. Following the deployment, Reporting functionality has recovered and is currently operating as expected, with no further issues reported. **Preventive Measures** The hotfix addressing the metadata-related issue has been implemented in the FRA Production environment to prevent recurrence.

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Started Oct 08, 2026, 10:30 AM UTC· resolved Oct 08, 2026, 12:20 PM UTC

1. resolved Oct 08, 2026, 10:30 AM UTC

   Issues were reported while users tried to edit User records on the US SL4 swim lane. The incident occurred on 8 October at 3:30 AM Pacific Time and was resolved by 5:20 AM Pacific Time.

2. postmortem Oct 22, 2026, 09:31 PM UTC

   **Issue Summary:** On October 8, 2026, customers in the US SL4 Production environment experienced issues accessing user records. Affected users were temporarily unable to access user records, resulting in a disruption to the associated functionality. **Root Cause:** The issue was caused by an unhealthy component within the underlying application service, which disrupted the processing of user record requests. As a result, the affected service was unable to process requests as expected, causing the User Record functionality to become temporarily unavailable. **Corrective Action:** Cornerstone recycled the affected application nodes to restore service health and functionality. Following these actions, the service recovered, and users were able to access user records successfully. **Preventive Measures:** To reduce the risk of a similar issue, Cornerstone continues to take the following action: * Monitor the health and availability of the underlying application service components to support early detection and timely response to similar service disruptions.

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Started Oct 07, 2026, 09:25 AM UTC· resolved Oct 07, 2026, 02:23 PM UTC

1. investigating Oct 07, 2026, 09:25 AM UTC

   The swimlane is experiencing some latency issues. Clients with portals in this swimlane may experience delays or issues 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 Oct 07, 2026, 09:55 AM UTC

   This issue is mitigated for CDG SL4. We continue to work on a fix for CDG SL1.

3. monitoring Oct 07, 2026, 10:19 AM UTC

   This issue was mitigated, and SL performance is back to normal. We will continue to monitor before concluding that this incident is resolved.

4. resolved Oct 07, 2026, 02:23 PM UTC

   The issue has been resolved. The CSOD Technology Team observed a performance degradation affecting the CDG swimlanes. Clients with portals on these swimlanes may have experienced slow performance or intermittent errors while accessing the application.

5. postmortem Oct 22, 2026, 09:13 PM UTC

   **Issue Summary:** On October 7, 2026, users in the CDG SL1 and CDG SL4 Production environments experienced increased latency when accessing Learner Home. Affected users experienced delays in loading and navigating Learner Home, resulting in temporary performance degradation. **Root Cause:** The issue was caused by an application service disruption during a scheduled change activity that involved recycling the underlying application service. Additionally, a discrepancy between the required application capacity and the capacity configured during the change prevented certain application nodes from starting as expected in CDG SL1. This delayed service recovery and prolonged the latency experienced by affected users. **Corrective Action:** Cornerstone increased application capacity to support service recovery and investigated the impact of the ongoing change activity. Following completion of the change activity and restoration of the required application nodes, service performance improved, and Learner Home latency returned to normal. **Preventive Measures:** To reduce the risk of a similar issue, Cornerstone is taking the following actions: * Reviewing change management procedures involving application service recycling to minimize potential disruptions to active workloads. * Strengthening capacity validation procedures to ensure required application capacity aligns with configured capacity before and after change activities.

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Started Oct 06, 2026, 01:13 PM UTC· resolved Oct 06, 2026, 06:48 PM UTC

1. investigating Oct 06, 2026, 01:13 PM UTC

   The UK SL2 swim lane is experiencing latency issues around Reporting 2.0. Clients with portals in this swim lane may experience delays or issues accessing Analytics reports 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. monitoring Oct 06, 2026, 01:47 PM UTC

   We have implemented a fix, and the latency has been resolved. We are closely monitoring the environment to ensure performance remains stable and the issue does not recur.

3. investigating Oct 06, 2026, 02:44 PM UTC

   It appears the issue has resurfaced, and CSOD technical teams are working to resolve it with top priority. More information will be shared as it becomes available.

4. monitoring Oct 06, 2026, 04:30 PM UTC

   Engineering has implemented an additional solution. Reporting functionality has returned to normal operations following the change. We will keep the status of this issue in Monitoring for a couple of hours to ensure there isn't a recurrence.

5. resolved Oct 06, 2026, 06:48 PM UTC

   After a period of monitoring with no recurrence of the issue, we consider this incident resolved.

6. postmortem Oct 20, 2026, 07:30 AM UTC

   **Root Cause Analysis** **Incident Summary:** On October 6th, 2026, High CPU utilization was observed in the UK SL2 Production environment, resulting in significant performance degradation in Reporting 2.0 and Dashboards. **Impact:** Users experienced delays in loading and refreshing dashboards, slower report generation, and intermittent failures when exporting reports to Excel. Performance degradation was observed during the incident until mitigation measures were applied. **Root Cause:** The incident was caused by high database resource utilization due to multiple resource-intensive analytics and reporting operations running concurrently. This placed significant pressure on available memory and processing capacity, affecting overall database performance. Additionally, Reporting 2.0 throttling capacity had been reduced the previous night, limiting the system's ability to handle concurrent reporting requests. The combined impact contributed to high CPU utilization and prolonged response times. **Resolution:** The DBA team applied corrective measures to address the database performance spikes. Reporting 2.0 throttling capacity was restored to its previous level. Following these actions, dashboard refresh times improved to expected levels. **Preventive Measures:** * Review database performance and resource utilization during periods of high concurrent workload * Review Reporting 2.0 throttling capacity changes to ensure sufficient capacity is maintained for expected demand

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Started Oct 02, 2026, 02:34 PM UTC· resolved Oct 02, 2026, 11:07 PM UTC

1. investigating Oct 02, 2026, 02:34 PM UTC

   Clients with portals hosted in this swimlane may experience slower response times when accessing certain areas of the application. We are currently investigating the issue.

2. investigating Oct 02, 2026, 04:14 PM UTC

   We are continuing to actively investigate the latency issue and are treating this as a top priority. Our teams remain engaged and are working to identify the cause and restore normal performance as quickly as possible. We will continue to provide regular updates as our investigation progresses.

3. monitoring Oct 02, 2026, 06:27 PM UTC

   We have implemented a fix, and the latency has been resolved. We are closely monitoring the environment to ensure performance remains stable and the issue does not recur.

4. resolved Oct 02, 2026, 11:07 PM UTC

   The CSOD Technology Team observed a performance degradation affecting this swimlane. After a period of monitoring we are considering the issue Resolved. The problem began at 7:46 AM Pacific Time and was resolved at 10:47 AM Pacific Time. During this time, clients with portals on this swimlane may have experienced slow performance or intermittent errors while accessing the application.

5. postmortem Oct 19, 2026, 05:18 PM UTC

   **Root Cause Analysis** **Incident Summary:** On Oct. 1st and again on Oct. 2nd, 2026, users across the FRA SL1 Production environment experienced issues accessing Learner Home. **Impact:** Affected users experienced difficulties loading Learner Home and increased response times, resulting in a degraded learning experience. **Root Cause:** The incident was caused by elevated resource utilization in the FRA SL1 Production environment. This affected the performance of backend application components, resulting in increased response times and intermittent errors. **Resolution:** The team implemented corrective configuration changes and took steps to improve resource utilization. Following these actions, Learner Home functionality recovered and the immediate incident was resolved. **Preventive Measures:** * The team has added additional capacity to the EU Production environment * Planned workload redistribution to improve resource utilization and balance the load across the environment * Monitoring will continue to identify potential performance degradation and help maintain service stability

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Started Oct 01, 2026, 01:47 PM UTC· resolved Oct 01, 2026, 06:16 PM UTC

1. investigating Oct 01, 2026, 01:47 PM UTC

   The EU (FRA) swimlane is currently experiencing latency issues affecting Learner Home. Clients with portals hosted in this swimlane may experience delays when accessing Learner Home and certain pages within the application. This issue is our top priority, and our Engineering teams are actively working to identify the root cause and restore normal performance as soon as possible. We will continue to monitor the situation and provide additional updates as they become available. Please check back periodically for the latest information.

2. investigating Oct 01, 2026, 03:40 PM UTC

   We are continuing to investigate this issue. Thank you for your continued patience.

3. monitoring Oct 01, 2026, 04:38 PM UTC

   The latency issue with the EU (FRA) swimlane has been resolved. The Learner Home and other pages within the application should now be accessible. We are currently monitoring the environments to ensure continued stability.

4. resolved Oct 01, 2026, 06:16 PM UTC

   After a period of monitoring and no reoccurence, this is resolved.

5. postmortem Oct 19, 2026, 05:16 PM UTC

   **Root Cause Analysis** **Incident Summary:** On Oct. 1st and again on Oct. 2nd, 2026, users across the FRA SL1 Production environment experienced issues accessing Learner Home. **Impact:** Affected users experienced difficulties loading Learner Home and increased response times, resulting in a degraded learning experience. **Root Cause:** The incident was caused by elevated resource utilization in the FRA SL1 Production environment. This affected the performance of backend application components, resulting in increased response times and intermittent errors. **Resolution:** The team implemented corrective configuration changes and took steps to improve resource utilization. Following these actions, Learner Home functionality recovered and the immediate incident was resolved. **Preventive Measures:** * The team has added additional capacity to the EU Production environment * Planned workload redistribution to improve resource utilization and balance the load across the environment * Monitoring will continue to identify potential performance degradation and help maintain service stability

Read the full incident report →

Started Sep 30, 2026, 04:08 PM UTC· resolved Sep 30, 2026, 04:39 PM UTC

1. investigating Sep 30, 2026, 04:08 PM UTC

   US SL3 swim lane is experiencing delays in processing background or queued tasks. During this time, background tasks, including email processing, may take longer than usual to complete. Resolving this issue is our top priority, and we are working to fix it as quickly as possible. Please check back periodically for updates, which will be posted as they become available.

2. resolved Sep 30, 2026, 04:39 PM UTC

   CSOD Technology Team observed delays in processing background or queued tasks on US SL3 swim lane including emails. The problem began on 09/30/2026 06:27 AM - PDT and was resolved on 09/30/2026 09:20 AM - PDT. During this time, background tasks may have taken longer than normal to complete.

3. postmortem Oct 22, 2026, 08:53 PM UTC

   **Issue Summary:** On September 30, 2026, the US SL3 Production environment experienced delays in processing queued operations, resulting in an unusually high volume of events. Affected operations were unable to process at the expected rate, causing events to accumulate in the queue and delaying completion of activities. **Root Cause:** The issue was caused by database deadlocks occurring during concurrent data merge operations. When these conflicts occurred, the application attempted to retry the affected operations without sufficiently reducing the batch size of learning objects being processed. This resulted in repeated database conflicts, preventing queued events from being processed efficiently and causing an accumulation of events. **Corrective Action:** Cornerstone implemented a fix to improve the application's retry logic and database deadlock handling. The update addressed repeated processing conflicts by adjusting how failed operations are retried, allowing data merge operations to be processed more efficiently. **Preventive Measures:** To reduce the risk of a similar issue, Cornerstone has taken the following actions: * Enhanced retry handling to reduce batch sizes when processing conflicts occur, minimizing the likelihood of repeated database deadlocks. * Improved error handling to ensure database deadlocks are properly identified and managed, preventing repeated attempts to process the same failed operations.

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Started Sep 29, 2026, 11:14 AM UTC· resolved Sep 29, 2026, 12:09 PM UTC

1. investigating Sep 29, 2026, 11:14 AM UTC

   Clients may experience functional issues when using Development Plans in Production, including errors or delays when performing certain tasks. Our Engineering Team is actively working with the appropriate domain team to identify the underlying cause and resolve the issue as quickly as possible. This is being treated as a high priority. Please check back periodically for additional updates, which will be posted as they become available.

2. resolved Sep 29, 2026, 12:09 PM UTC

   Our Engineering Team has confirmed the issue to be resolved. Thank you for your patience and understanding!

3. postmortem Oct 22, 2026, 07:14 PM UTC

   **Issue Summary:** On September 29, 2026, users across all Production regions experienced errors when accessing the Development Plan functionality within Guide. Affected users were temporarily unable to access or use the Development Plan functionality during the incident window. **Root Cause:** The issue was caused by an application initialization failure following a recent framework update. As a result, certain components required by the Development Plan service did not initialize correctly, leading to application errors and disruption of the affected functionality. **Corrective Action:** Cornerstone updated the affected software dependencies to address the initialization failure and restore normal operation of the Development Plan service. Following these changes, the required service components initialized successfully, allowing the affected functionality to resume normal operation. **Preventive Measures:** To reduce the risk of a similar issue, Cornerstone has taken the following action: * Implemented end-to-end testing to validate core API functionality and confirm that required service components initialize correctly.

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Started Sep 24, 2026, 12:27 PM UTC· resolved Sep 24, 2026, 01:29 PM UTC

1. resolved Sep 24, 2026, 01:30 PM UTC

   Resolved: Admins were previously unable to edit user records in the Production environment across multiple US SL4 (AWS) portals. When attempting to open a user record for editing through Admin > Tools > Core Functions > Users, the request failed with the error message, "An error occurred while processing your request." Our Engineering Team has resolved the issue, and admins can now access and edit user records as expected. Incident Duration: 05:27 AM to 06:29 AM PST

2. postmortem Sep 30, 2026, 02:11 AM UTC

   **Issue Summary:** On September 24, 2026, users in the US SL4 Production environment experienced an issue accessing the User Record page. Affected users were temporarily unable to access the page, resulting in disruption to employee-related functionality during the incident window. **Root Cause:** The issue was caused by an unexpected application processing condition that affected the availability of the service supporting User Record functionality. As a result, requests associated with the User Record page failed intermittently, causing the functionality to become temporarily unavailable. **Corrective Action:** Cornerstone recycled the affected application service and restored it to a healthy state, which resolved the issue and restored access to the User Record page. Following recovery, the affected functionality was validated and confirmed to be operating normally. **Preventive Measures:** To reduce the risk of a similar issue, Cornerstone is taking the following actions: * Continued monitoring of application health and service availability to support early detection of similar conditions. * Continued monitoring of capacity and resource utilization to identify conditions that could contribute to service degradation.

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Started Sep 24, 2026, 10:47 AM UTC· resolved Sep 24, 2026, 11:11 AM UTC

1. investigating Sep 24, 2026, 10:47 AM UTC

   The Content Studio feature is currently experiencing issues in the FRA EXT and CDG SL1 environments and may be unavailable during this service disruption. Our Engineering Team is treating this as a top priority and is actively working to restore the service as soon as possible. Please check back periodically for additional updates, which will be shared as they become available. Thank you for your patience and understanding.

2. investigating Sep 24, 2026, 10:47 AM UTC

   We are continuing to investigate this issue.

3. resolved Sep 24, 2026, 11:11 AM UTC

   Our Engineering Team has confirmed that the issue has been resolved, and the Content Studio feature has been restored. Thank you for your patience and understanding!

4. postmortem Oct 27, 2026, 07:33 AM UTC

   # Root Cause Analysis \(RCA\) **Issue Summary:** On September 24, 2026, users across the EU Production regions experienced HTTP 503 errors when accessing Content Studio. As a result, affected users were temporarily unable to access or use the functionality during the incident window. **Root Cause:** The issue was caused by an application initialization failure following the temporary unavailability of resources in the affected region. This resulted in the application entering a degraded state, leading to HTTP 503 errors and disruption of the affected functionality. **Corrective Action:** The required resources became available again within a few minutes. The application was subsequently restarted and recovered successfully, with the service returning to normal operation. **Preventive Measures:** Cornerstone is coordinating with Google Support to review the incident, better understand the underlying resource unavailability, and identify potential measures to reduce the likelihood of similar occurrences in the future.

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Started Sep 22, 2026, 12:20 PM UTC· resolved Sep 22, 2026, 01:41 PM UTC

1. investigating Sep 22, 2026, 12:20 PM UTC

   A production incident occurred in the US PROD environments, causing intermittent issues with Reporting 2.0 services across multiple swimlanes. The CSX application was impacted, experiencing degraded performance and access challenges to the reports. Our engineering are actively investigating this issue. We will keep you posted on any significant updates. Thank you for your patience and understanding!

2. resolved Sep 22, 2026, 01:41 PM UTC

   Our Engineering Team has confirmed the issue to be resolved. We will share a Root Cause Analysis in 7-10 business days. Thank you!

3. postmortem Sep 30, 2026, 03:47 PM UTC

   **Issue Summary:** On September 22, 2026, users in the US Production environment experienced issues generating and accessing reports through Report Architect. Affected users were temporarily unable to generate or view certain reports during the incident window. **Root Cause:** The issue was caused by a temporary disruption affecting a supporting backend service dependency used by Report Architect processing services. During the incident, the dependency intermittently failed to provide the service information required by certain report processing workloads. This disrupted the report processing flow and resulted in timeout errors when users attempted to generate or access reports. **Corrective Action:** Cornerstone restored the affected backend service dependency, allowing report processing workloads to resume normal operation. Following recovery, report generation and access were validated, and Report Architect functionality was confirmed to be operating normally. **Preventive Measures:** To reduce the risk of a similar issue, Cornerstone is taking the following actions: * Continued monitoring of Report Architect processing services and supporting dependencies to support earlier detection of similar conditions. * Initiated a review of the recovery and resiliency behavior of supporting services to improve service continuity during similar disruptions.

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Started Sep 21, 2026, 08:51 PM UTC· resolved Sep 22, 2026, 01:32 PM UTC

1. investigating Sep 21, 2026, 08:51 PM UTC

   This swimlane is experiencing some delays in processing background or queued tasks. During this time, background tasks may take longer than normal to complete. 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. investigating Sep 21, 2026, 10:37 PM UTC

   The standard queue has been cleared but there remain some Learning Assignments which are still processing slower than expected. This remains under investigation and we will share more as soon as possible

3. investigating Sep 22, 2026, 01:10 PM UTC

   This issue is still under active investigation by our Engineering Team. We will continue to share significant updates as we make progress.

4. resolved Sep 22, 2026, 01:32 PM UTC

   Our Engineering Team has confirmed that the issue has been resolved. All background tasks in the queue have been completed, and processing is now operating as expected. Thank you for your patience and understanding!

5. postmortem Nov 05, 2026, 08:56 PM UTC

   **Root Cause Analysis** **Issue:** Between the 21st and 25th of September, 2026, dynamic learning assignments \(LAT\) and training emails ran behind on UK SL1 production. Notifications arrived late, and new assignments took longer to appear on transcripts. Training already on the transcript was unaffected. Other portals on the same UK SL1 production processors were delayed until processing was paced. Normal processing was restored on 25 September. **Root Cause:** One slow audience lookup held up other LAT and email work on the portal. Large dynamic assignments with complex constraints contributed to how long those lookups took. **Corrective Action:** * **21st September —** Cornerstone paced processing so the backlog could clear, and released waiting LAT jobs to run on the next cycle. * **23rd September —** Cornerstone enabled a product fix so one large lookup no longer holds up other assignments or emails. * **25th September —** Cornerstone improved lookup speed, removed the temporary limits, and confirmed the backlog had cleared. **Preventive Action:** * The product fix was deployed across all swimlanes on the 9th of October and will remain in place * The faster lookup stays on for the affected source and will be deployed to the wider platform in the November release. * Cornerstone is continuously monitoring and will engage the same day if processing starts to fall behind. * Cornerstone Engineering will be alerted when LAT processing backs up or an audience lookup runs long. This will allow for proactive engagement before emails and assignments fall behind.

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Started Sep 18, 2026, 11:37 AM UTC· resolved Sep 18, 2026, 12:34 PM UTC

1. investigating Sep 18, 2026, 11:37 AM UTC

   Engineering team is analyzing the root cause of the Imports and Feeds incident.

2. identified Sep 18, 2026, 11:41 AM UTC

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

3. monitoring Sep 18, 2026, 12:03 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Sep 18, 2026, 12:34 PM UTC

   This incident has been resolved.

5. postmortem Oct 09, 2026, 08:46 AM UTC

   **Incident Summary** On September 18th users in the UK , MetPol Production and Pilot environments experienced issues accessing the **Imports and Feeds** functionality. **Impact** Affected users were unable to access and manage Imports and Feeds during the incident window, resulting in disruption to the affected functionality. **Root Cause Analysis \(RCA\)** The incident occurred during a planned maintenance activity. As part of the maintenance activity, changes were performed on an active host supporting the Imports and Feeds functionality. The activity required a restart of supporting services; however, the restart did not complete as expected for the dependent application workload. As a result, a supporting service did not recover as expected, which caused the dependent Imports and Feeds functionality to become temporarily unavailable. **Resolution** The affected supporting services were restored to a healthy state and the required recovery activities were completed. Following recovery, the dependent services were validated and the Imports and Feeds functionality was tested to confirm that access and normal operation had been restored. **Preventive Measures** * Controlled service restart and recovery steps will be incorporated into the maintenance activity to ensure dependent workloads are gracefully handled before supporting components are restarted. * Post validation will be strengthened to confirm that all dependent services and application functionality have fully recovered before the activity is considered complete.

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