Issue with Core User Management functionality in US SL4 accounts

Incident Report for Cornerstone

Resolved

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

Posted Sep 24, 2026 - 06:30 PDT