Alert! - INC153333 - Unable to access Android App due to Certificate Verification Error

The root cause has been confirmed, and the incident has been resolved.  The root cause has been identified as a change completed by Google where the “v2 log list” was disabled.  This log list is referenced upon app opening to validate the authenticity of SSL certificates for all Android Apps.  

Google retired the v2 log list earlier today that some of our apps were dependent on, therefore as the apps could no longer locate the log list, the app would no longer load. The log list is only referenced upon loading of the app, meaning any members who did not close the app after their previous session would not have been affected. 

We are assessing needed actions to ensure that the future retirement of the v2 log list will not have further production impacts, and will communicate as needed to affected clients in the coming weeks.

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2

Our triage on this incident continues. We have identified a probable root cause, and are working to confirm our analysis, and then determine potential recovery steps. We will continue to triage this with High priority, and will share another update by 9:30 a.m. PT (12:30 p.m. ET).

In the meantime, please have affected customers leverage the desktop channel to access online banking.

We are continuing to investigate this incident. At this time we can confirm that this error is only affecting a subset of Android users, and we have only been able to reproduce this error for a subset of brands, indicating all our clients are not affected. We have not yet identified the root cause and continue to investigate with urgency.

Workaround: Anyone affected by this error can access online banking via desktop. Our iOS apps are also not affected.

We are continuing to triage this incident with high priority, and will continue to share updates hourly.

Please be advised that Android App users currently cannot access the mobile app and will see a pop-up message saying "Your connection is not secure. Certificate transparency failed".

We are actively investigating and an update will be provided by or before 7:00 am P.T. (10:00 am E.T.)

Central 1 - DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2