Central 1 Status

Update - We have a potential fix that is currently scheduled to go live in Digital Banking Release (722). Digital Banking Release (722) has been rescheduled for Tuesday July 30th.

Thank you for your support and understanding as we worked towards a resolution. We will provide the next update by Tuesday July 30 at 10:30 a.m. PT (1:30 p.m. EST).

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jul 24, 2024 - 08:20 PDT

Update - Central 1 has identified root cause with our vendor. We have a potential fix that is currently scheduled to go live in next weeks release (722).

Thank you for your support and understanding as we worked towards a resolution. We will provide the next update by Wednesday July 24 at 10:30 a.m. PT (1:30 p.m. EST).

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jul 18, 2024 - 12:48 PDT

Identified - The incident has been identified with the vendor, and our teams are fully engaged in resolving the issue. We understand the impact this may have on your members’ experience and are working diligently to rectify the situation. As of now there is no approximate time for a fix in this case.

Thank you for your understanding and support during this incident. We will provide the next update by Friday July 19th 10:30 a.m. PT (1:30 p.m. EST). ensuring you have the latest information about the incident and its resolution.

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jul 12, 2024 - 12:21 PDT

Investigating - Please be advised that we are currently experiencing a service disruption with Mobile Text Banking (SMS) caused by a change our vendor made on July 7th. Users may receive an error message stating 'you have changed your mobile carrier. To ensure the safety and security of your account, we have disabled mobile banking'. Current work around is to use the mobile app or mobile browser to access online banking where possible.

We understand the importance of keeping you informed during this incident. Our next update will be provided by July 12th at 10:30 a.m. PT (1:30 p.m. EST).

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jul 10, 2024 - 15:34 PDT

Central 1 Services Operational

Payment Services Operational

Treasury Services Operational

Digital Banking Services Operational

Incident Alerting Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Scheduled Maintenance

CHG148432 - Interac Network Maintenance Jul 27, 2024 23:00 - Jul 28, 2024 00:55 PDT

Interac has informed Central 1 that they will be performing a network maintenance

When : Saturday, July 27 from 11 p.m. to Sunday, July 28th 12:55 a.m. PT (Sunday from 2 a.m. to 3:55 a.m. ET).
Impact : All e-Transfer and OAS services will be unresponsive for two 3 minutes periods during the maintenance window. Bulk and batch transfer files may require retries.

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Posted on Jun 12, 2024 - 10:17 PDT

CHG149937 – Vancouver Data Center (VAHC) maintenance this weekend Jul 28, 2024 01:00-03:00 PDT

Central 1 will be performing required maintenance to our Vancouver Data Center (VAHC) this weekend as we upgrade critical infrastructure hardware.

The maintenance will impact devices which supports our AWS, Azure, UCP and Client VPNs connections going through it. The change is being closely monitored and tested throughout the maintenance. Digital Banking and Payments services will experience short service interruptions during this maintenance.

When: Sunday, July 28 from 1 to 3 a.m. PT (4 to 6 a.m. ET).

NOTE: Clients using our VPN service may need to recycle connections if they notice them not recovering after the maintenance.

Central 1 - Support@central1.com - DigitalBanking_Support@central1.com - 1.888.889.7878
Posted on Jul 23, 2024 - 14:57 PDT

CHG148395 - Digital Banking Core Release 722 Jul 30, 2024 01:00-01:30 PDT

Please be advised that Digital Banking Direct Core Production Release 722 has been scheduled for Tuesday July 30, 2024 at 1 a.m. PT (4 a.m. ET).

Central 1 - Support@central1.com - DigitalBanking_Support@central1.com - 1.888.889.7878
Posted on Jul 16, 2024 - 11:45 PDT

Reminder for Mobile App Customers: Log into your Apple Developer Account to accept new agreement Jul 31, 2024 00:00-00:15 PDT

It is important to stay on top of any notices and warnings related to your app(s) on Google Play Console and Apple app Store Connect. We highly recommend assigning an authorized representative of your credit union or financial institution to perform regular monthly checks on these platforms.

Central 1 has been informed that there are still a significant number of Apple agreements that need to be accepted; please prioritize this action by end of July.

As reviewed in our April Client Centre notice:
“Failure to do so can lead to missed deadlines for important updates mandated by Google or Apple for your app(s). This can result in your app(s) being removed from the stores. Although the removal won’t affect users who have previously downloaded and are using your app, it will require you to recreate your developer account again and upload a new app, which is time-consuming. It will also prevent new users from seeing your app in the stores until the new account is created.”

If you have any questions please contact support. Thank you for your attention to this.

Digital Banking Support - 888 889 7878 Option 2 - DigitalBanking_Support@central1.com
Posted on Jul 18, 2024 - 16:47 PDT

CHG150098 - Forge Public Website Release 35 Jul 31, 2024 14:30-15:00 PDT

Please be advised that Forge Public Website Release Production Release 35 has been scheduled for Wednesday July 31, 2024 at 2:30 p.m. PT (5:30 p.m. ET).

Central 1 - Support@central1.com - DigitalBanking_Support@central1.com - 1.888.889.7878
Posted on Jul 25, 2024 - 10:16 PDT

Past Incidents

Jul 27, 2024

No incidents reported today.

Jul 26, 2024

INC183736 - RESOLVED - BNS Customer Account AFT Posting Issues - July 26

Resolved - Payments Canada has advised that BNS has resolved their issue with the AFT files. The delayed morning exchange files (inbound and outbound) will be processed for the second exchange.

Customer Account Posting Issue:

Payments Canada has advised that BNS has confirmed that the delayed posting of the inbound AFT transactions from yesterday's third exchange has been completed.

Posting of inbound transactions from this morning’s exchange is in progress.

There will no further updates on this matter.
Jul 26, 11:23 PDT

Update - Payments Canada has advised that BNS continues to experience internal system issues and has now missed sending AFT files during the Morning AFT Exchange window. The estimated time of recovery is unknown. Missed files will be sent in the first AFT exchange window following resolution of the incident.

Updates will be provided as new information is made available or once the incident is resolved.
Jul 26, 06:52 PDT

Monitoring - Payments Canada has advised that Bank of Nova Scotia (BNS) is experiencing internal issues resulting in their inability to post transactions to customer accounts in accordance with the 2-hour funds availability. This disruption is affecting AFT files transmitted during the 7/25/2024 AFT Evening exchange. The estimated time of recovery is unknown.

Updates will be provided as new information is made available or once the incident is resolved.

Central 1 - Support@central1.com - 1.888.889.7878, press 1
Jul 26, 06:22 PDT

INC183738 - RESOLVED - AIBC Report Delayed

Resolved - The AIBC0726 report is now available on the FTP server.
Jul 26, 07:54 PDT

Investigating - Central 1 is aware that the AIBC0726 report is not currently available on the FTP server. Technical support is investigating. In the meantime, you can find the same information on the CDJ report located within the DAIL0726 file.

We will provide an update by 10 a.m. PT (1 p.m. ET).

Central 1 - Support@central1.com - 1.888.889.7878, press 1
Jul 26, 07:31 PDT

Jul 25, 2024

INC183651 : Teamsite 20 Experience Studio error when generating or saving

Resolved - OpenText has resolved the backend conflicts and this incident is now resolved.
Please contact Support if you experience and further issues. Thank you!
Central 1 Client Digital Banking Support Services
T 888 889 7878 Option 2
DigitalBanking_Support@central1.com
Jul 25, 08:01 PDT

Update - We are continuing to investigate this matter, and have engaged our vendor to support triage. We will share another update at or before 8:00 am PT (11:00 am ET).
Jul 25, 07:03 PDT

Investigating - Please note that Teamsite 20 Experience Studio, is currently experiencing a service interruption when updating content. Teamsite users may see one of the following errors when clicking Save or Generate: " Unable to create URL mapping file." or "Save was unsuccessful". This issue does not affect Online Banking services.

We have initiated an immediate investigation. Our experts are gathering data to determine the underlying cause. Thank you for your understanding and support during this incident. We will provide the next update by or before 9:00 am PT ( 12:00pm ET) with the latest information about the incident and or resolution.
Jul 25, 06:45 PDT

Jul 24, 2024

Unresolved incident: INC182868 - SMS text banking disruption.

Jul 23, 2024

No incidents reported.

Jul 22, 2024

INC183381 - RESOLVED - Enterprise Fraud Management (EFM) not accessible

Resolved - All users should now be able to access EFM. Thank you for your patience while we worked on resolving this incident and we apologize for any inconvenience caused.

If you continue to experience issues with accessing EFM, please reach out to Support.
Jul 22, 10:20 PDT

Investigating - Central 1 is aware that some users are not able to access EFM. Our technical team is actively working to resolve this issue as quickly as possible. Please note that our back-end system is still fully operational, and EFM is still monitoring your transactions.

If you require support on Wires status, please contact our Wires Desk. If you are looking for support on eTransfers, please contact Digital banking support.

We understand the inconvenience this may cause and assure you that restoring full functionality is our top priority.

Central 1 - Support@central1.com - 1.888.889.7878, press 1
Jul 22, 09:12 PDT

Alert! INC183429 - RESOLVED - RBC Cash Services application delays

Resolved - RBC has confirmed that all issues related to this incident have been resolved.

All orders not dispatched on Friday, will be dispatched today.

Central 1 - Support@central1.com - 1.888.889.7878, press 1
Jul 22, 09:02 PDT

Update - The RBC Cash Services application remains available for core functions such as placing or editing an order. All Ontario cash orders due to be dispatched today have been shipped out. The BC cash orders are expected to be completed Monday morning.

Support will provide our next udpate by 9 a.m. PT (12 p.m. ET) on Monday, July 22.

Central 1 - Support@central1.com - 1.888.889.7878, press 1
Jul 19, 16:43 PDT

Identified - RBC has advised Central 1 that their RBC Cash Services application is currently experiencing some issues with their “Reporting” functionality within the application. RBC was unable to dispatch any orders that were scheduled for dispatch today for BC and some orders for Ontario may have been impacted.

RBC is working diligently to resolve the incident and are working towards a Monday’s dispatch date for all the missed orders from today.

Currently the RBC Cash Services application is operational for core functions such as placing an order or editing an order.

Central 1 will continue to share the RBC updates.

Central 1 - Support@central1.com - 1.888.889.7878, press 1
Jul 19, 11:28 PDT

Jul 21, 2024

CHG149104 - File Transfer Protocol (FTP) Server Maintenance

Completed - The scheduled maintenance has been completed.
Jul 21, 10:00 PDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 21, 09:00 PDT

Scheduled - Central 1 will be performing routine security patching on the FTP server this Sunday, July 21 from 9 to 10 a.m. PT (12 to 1 p.m. ET).

During this time, the FTP server will not be available.

Central 1 - Support@central1.com - 1.888.889.7878, press 1
Jul 16, 08:14 PDT

CHG149663 - OneSpan Sign Service Notification - Maintenance

Completed - The scheduled maintenance has been completed.
Jul 21, 01:00 PDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 20, 21:00 PDT

Scheduled - OneSpan Sign will be performing maintenance on Saturday, July 20 from 9 p.m. to 1 a.m. PT (July 21 from 12 to 4 a.m. ET).

During the maintenance, Origination Solutions electronic signatures will not be available.

Central 1 - Origination_Support@Central1.com - 1.888.889.7878, press 1
Jul 12, 16:27 PDT

Jul 20, 2024

Jul 19, 2024

INC183381 - Enterprise Fraud Management (EFM) not accessible

Resolved - Central 1 and the vendor's technical teams were able to resolve the issue preventing login to Enterprise Fraud Management (EFM). The service is now available again. If you continue to experience service degradation with EFM please contact the Central 1 Support Team.

Central 1 - Support@central1.com - DigitalBanking_Support@central1.com - 1.888.889.7878
Jul 19, 16:30 PDT

Update - Central 1 technical teams and the vendor's technical teams continue to troubleshoot. The vendor believes they have found root cause and is working on a fix. We do not have an ETA for resolution at this time.

Transactions are flowing, and only a very small subset of transactions are affected from this incident. If you require support on Wires status, please contact our Wires Desk. if you are looking for support on eTransfers, please contact Digital banking support.
Jul 19, 11:53 PDT

Update - Central 1 technical teams and the vendor's technical teams continue to troubleshoot. We do not have an ETA for resolution at this time. Transactions are flowing, and only a very small subset of transactions are affected from this incident.

If you require support on Wires status, please contact our Wires Desk. if you are looking for support on eTransfers, please contact Digital banking support.
Jul 19, 09:29 PDT

Update - We are continuing to work on a fix for this issue. We do not have an ETA for resolution at this time. Transactions are flowing, and only a very small subset of transactions are affected from this incident.

If you require support on Wires status, please contact our Wires Desk. if you are looking for support on eTransfers, please contact Digital banking support.
Jul 19, 08:38 PDT

Identified - we have identified the root cause as a failed certificate renewal from our vendor. We are triaging options (Rollback vs addressing root cause) and will update within the next hour.

At this time, impacts have been low (only 1 wire impacted, and a small increase in blocked eTransfers). If you require support on a wire, please engage our wires desk. To attain an update on eTransfer impacts, please engage Digital Banking support.
Jul 19, 06:48 PDT

Investigating - EFM is currently experiencing unplanned degradation affecting the ability to log in to the Service User interface. Our technical team is actively working to resolve this issue as quickly as possible. Please note that our back-end system is still fully operational, and EFM is still monitoring your transactions.

We understand the inconvenience this may cause and assure you that restoring full functionality is our top priority.

Central 1 - Support@central1.com - 1.888.889.7878, press 1
Jul 19, 05:31 PDT

Jul 18, 2024

INC183294 - SWIFT Outage Impacting Incoming and Outgoing Wires

Resolved - We have received confirmation that SWIFT systems have remained stable, and operations have returned to normal status. If you are experiencing any further issues with Wires, please contact the Client Support team for further assistance.

If you need assistance on the status of a specific wire, please engage our Wire tracing team.
Jul 18, 09:43 PDT

Identified - Central 1 has been advised by Payments Canada that SWIFT has experienced an outage impacting both incoming and outgoing wires, which has caused a temporary service disruption this morning. At this time, systems have recovered, and wires are starting to process. Clients should anticipate some delays in wire processing.

We are actively monitoring the situation, and will share updates as new information is made available to Central 1.

Central 1 - Support@central1.com - 1.888.889.7878, press 1
Jul 18, 06:51 PDT

INC183300- 2SV Login to online banking intermittent outage

Resolved - This incident is now resolved. An emergency AUTH server restart on both West Coast and East Coast data centers was performed. Once the servers restarted the errors stopped at 8:50 am PT (11:50 am ET).
Services have remained stable and Central 1 is conducting a root cause analysis which will be shared in our postmortem. Please contact Support if you experience any further issues.

Central 1 Client Support Services
T 888 889 7878 Option 2
DigitalBanking_Support@central1.com
Jul 18, 09:30 PDT

Update - Central 1 continues to investigate this incident. We are treating this incident as a high priority and we will provide an update by or before (9:30 am PT (12:30am ET).

Central 1 Client Support Services
T 888 889 7878 Option 2
DigitalBanking_Support@central1.com
Jul 18, 08:32 PDT

Investigating - The Central 1 team is actively investigating a 2SV AUTH Service degradation that started approximately at 6:50 am PT (9:50 am ET). Users may intermittently get an "Error processing your request" on login. This error is appearing on both mobile apps (With our without biometric) and Online Banking full sites.
We are treating this incident as a high priority and we will provide an update by or before 8:30 am PT (11:30am ET).

Central 1 Client Support Services
T 888 889 7878 Option 2
DigitalBanking_Support@central1.com
Jul 18, 07:52 PDT

Rescheduled: CHG148400 - MDB and Forge Commercial Release 502

Completed - The scheduled maintenance has been completed.
Jul 18, 01:30 PDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 18, 01:00 PDT

Scheduled - Please be advised that MDB and Forge Commercial Production Release 502 did not complete last night. Apologies for the late notice, this release has been rescheduled for Thursday July 18, 2024 at 1 a.m. PT (4 a.m. ET) to complete additional testing.

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jul 16, 10:04 PDT

Jul 17, 2024

No incidents reported.

Jul 16, 2024

CHG148734 - LockNBlock Plugin Release 0.5.0

Completed - The scheduled maintenance has been completed.
Jul 16, 01:30 PDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 16, 01:00 PDT

Scheduled - Please be advised that LockNBlock Plugin Release 0.5.0 has been scheduled for Tuesday July 16, 2024 at 1 a.m. PT (4 a.m. ET).

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jun 20, 15:09 PDT

CHG148400 - MDB and Forge Commercial Release 502

Completed - The scheduled maintenance has been completed.
Jul 16, 01:30 PDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 16, 01:00 PDT

Scheduled - Please be advised that MDB and Forge Commercial Production Release 502 has been scheduled for Tuesday July 16, 2024 at 1 a.m. PT (4 a.m. ET).

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jun 20, 14:29 PDT

Jul 15, 2024

INC182988 - ManageDirect Monthly Reports missing data

Resolved - We regret to inform you that we are unable to recover the missing data that impacted the June reports. A subset (6 of 30 servers) of our production web servers were not archiving the activities from Digital Banking into our Splunk reporting database for June, and this data is now lost.

The issue with connectivity has been addressed, and we are implementing additional Monitoring to detect and prevent this incident from impacting this data in the future.

Please reach out to us if you have any questions or need further assistance.

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jul 15, 15:18 PDT

Update - Central 1 continues to investigate this incident.

We will provide another update by Wednesday July 17th at 10:30 a.m. PT (1:30 p.m. ET).

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jul 12, 11:56 PDT

Investigating - We have identified that our June ManageDirect Services Monthly Reports, Adoption Reports, and Billing Reports are missing data. We are actively investigating and working on a fix. We will provide an update by Friday July 12th at 10:30 a.m. PT (1:30 p.m. EST).

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2
Jul 10, 15:39 PDT

INC183112 - Resolved - Exchange Bank of Canada website is not functional

Resolved - This incident has been resolved.
Jul 15, 08:12 PDT

Update - We are continuing to investigate this issue.
Jul 15, 08:11 PDT

Update - We are continuing to investigate this issue.
Jul 15, 08:10 PDT

Update - This has now been resolved and the EBC site is fully functional.
Jul 15, 06:51 PDT

Update - We are continuing to investigate this issue.
Jul 15, 06:37 PDT

Investigating - We have identified that the Exchange Bank of Canada website for ordering FX Notes is currently not functional and gives an “SSO Authorization, The SP "central1" is not configured for authorization error”; EBC are actively working on restoring it. We will provide an update by Monday July 15th at 10:30 a.m. PT (1:30 p.m. EST).
Jul 15, 06:36 PDT

Jul 14, 2024

CHG149349 – Central 1 extended Interac e-Transfer maintenance this weekend

Completed - The scheduled maintenance has been completed.
Jul 14, 03:00 PDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 14, 01:00 PDT

Update - We will be undergoing scheduled maintenance during this time.
Jul 9, 10:45 PDT

Scheduled - Central 1 will be performing an Interac e-Transfer maintenance this weekend, Sunday, July 14 from 1 to 3 a.m. PT (4 to 6 a.m. ET).

e-Transfer service will be unavailable for up to 30 minutes during this time.

Central 1 - Support@central1.com - DigitalBanking_Support@central1.com - 1.888.889.7878
Jul 8, 16:27 PDT

Jul 13, 2024

No incidents reported.