INC195332: Intermittent “Missing form” CRA payments

Central 1 is resolving this incident as CRA services have remained stabled after our network updates.

Thank you for your understanding and patience.

The CRA form latency incident has been resolved after Central 1 applied a network update successfully to our Vancouver Data Centre last night and our Toronto Data Centre this afternoon.

We will continue to monitor the service for stability and provide a final update by Friday, February 28, at 3 p.m. PT (6 p.m. ET).

Central 1 technical team will be performing an emergency network update tonight to our Vancouver Data Centre at 1 a.m. PT (4 a.m. ET). This update has already been successfully applied to our QA environment, resulting in performance improvements. If this resolves the CRA form timeout issue we will be applying the fix to the Toronto Data Centre on the following evening.

We will provide an update by or before Thursday, February 27, at 3 p.m. PT (6 p.m. ET).

Thank you for your understanding and patience.

Central 1 continues to investigate the ongoing CRA form timeouts. Our teams are currently testing proposed fixes in QA to determine if it can resolve the issues. Should this update prove successful in our QA environment, we will proceed with applying the same update to our production UCP servers by Wednesday this week.

We will provide an update by or before Wednesday, February 26, at 3 p.m. PT (6 p.m. ET).

Thank you for your understanding and patience.

Our teams continue to investigate and are also adding additional logging to isolate the point of failure over the weekend. We will provide an update no later than Monday, February 24, at 3 p.m. PT (6 p.m. ET).

Thank you for your understanding and patience.

Central 1 is continuing our investigation for the 1-2% of CRA bill payment timeouts.

Please continue to use your biller reports to follow up with your members and have them resubmit their payments.

We will provide an update by or before Friday, February 21, at 3 p.m. PT (6 p.m. ET).

Central 1’s technical teams are actively investigating and working to identify the root cause of the timeouts.

This is impacting approximately 1-2% of CRA bill payments, please kindly keep using your biller reports to follow up with your members and have them resubmit their payments.

We will provide an update by or before tomorrow, February 19, at 2 p.m. PT (5 p.m. ET).

We are currently experiencing intermittent timeouts with CRA Business Tax Forms, leading to next-day bill payment rejections. This issue is affecting MemberDirect, Forge, and API-only services. Our teams are actively investigating the matter.
Action Required:
• If you encounter a 'Missing Form' bill payment rejection on your daily "Bill Payment Rejected Transactions" report, please take the following steps:
1. Contact your customer or member.
2. Manually credit back the rejected amount to the customer's account for settlement.
3. Have your customer attempt the payment again.
We appreciate your understanding and patience as we work to resolve this issue.
An update will be provided by or before Wednesday February19th.

Central 1 - Support@central1.com - DigitalBanking_Support@central1.com - 1.888.889.7878 Option 2