Critical incident

Cornerstone: Unable to login to the portal : US SL 5

Affected: Uptime

Current status of Cornerstone: Operational — live Cornerstone status

Timeline

1. Sep 1, 2026, 14:02 UTC
   investigating
   Clients on US SL5 may encounter errors or issues when attempting to log in to Production. Our Engineering team has identified the root cause on the backend and is actively working on a fix as the highest priority. We will continue to provide regular updates as they become available.
2. Sep 1, 2026, 14:15 UTC
   monitoring
   We have received confirmation from the CSOD Engineering team that the issue has been fixed and the service has been fully restored. Our Engineering team is currently monitoring the fix to ensure its reliability and stability. We will provide further updates if there are any additional developments.
3. Sep 1, 2026, 14:43 UTC
   resolved
   The CSOD Technology Team observed a service disruption on US SL5. The issue began at 6:47 AM Pacific Time and service was restored at 6:56 AM Pacific Time. During this time, clients with portals on this swimlane were unable to access the application. Following a brief period of monitoring, the fix remains stable and the service continues to operate as expected.
4. Sep 11, 2026, 09:00 UTC
   postmortem
   **Root Cause Analysis** **Incident Summary:** On September 1st, 2026, a Service Disruption across US SL5 Production environments prevented users from being able to log in. **Impact:** Users in the US SL5 Production environment experienced portal access failures and timeouts. This prevented users from logging in during the incident window. **Root Cause:** The issue was caused by a database query that was running continuously and taking an extended period to complete. The prolonged execution resulted in significant database transaction log utilization, which impacted database resource availability and subsequently affected portal accessibility. The investigation identified that the query was executing repeatedly and consuming database log resources over an extended duration. **Resolution:** The Data team terminated the long-running database session, which immediately reduced the database log consumption and helped restore portal availability. **Preventive Measures:** * The development team has been engaged to review and optimize the query execution * The recurring execution pattern is being reviewed to prevent continuous long-running processing * Database resource and transaction log utilization is continuously being monitored to identify similar conditions proactively

Updates as published by Cornerstone (original).