Major incident

Cornerstone: 504 timeout gateway error on Reporting 2.0 (US Swimlanes 1,2 and 5)

Affected: Response Time, Response Time, Response Time

Current status of Cornerstone: Operational — live Cornerstone status

Timeline

1. Sep 22, 2026, 12:20 UTC
   investigating
   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. Sep 22, 2026, 13:41 UTC
   resolved
   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. Sep 30, 2026, 15:47 UTC
   postmortem
   **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.

Updates as published by Cornerstone (original).