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Apr 20, 2026 11:16 AM PDT

Customers with 4/18 contract renewals cannot log in; CSR pages missing contract data

Updates

  • Apr 29, 2026 9:29 AM PDT

    We are getting calls because customers can't log in. Their contract renewed yesterday and everything look good in SF but when we look in CSR pages, there isn't anything there. I've listed the accounts we have fixed and a couple of the ones that I've just found looking at contract renewals.

    Fixed accounts:
    0001372109 - SF Data Migration Renewal Opportunity - Closed Date 4/18/2026
    0001597906 - Rebuild Contract - Add 8th User Renewal Opportunity - Closed date 4/18/2026
    0002023232 - Self reactivation - SSU - Power Select Carrier - 0015G00001etvQKQAY Renewal Opportunity_Reactivated - Closed Date 4/18/2026
    0001847860 - SF Data Migration Renewal Opportunity - Closed Date 4/18/2026
    0002179003 -Self reactivation - SSU - DAT Load Board - TE Enhanced - 0015G000023Ei3QQAS Renewal Opportunity, Close Date 4/18/2026
    0001783586 - SF Data Migration Renewal Opportunity - Closed date 4/18/2026
    0002167871 - SSU - DAT Load Board - TE Standard - 0015G000020vrinQAA Renewal Opportunity- Closed 4/18/2026

    And these are 2 that we found that haven't been fixed yet:
    0002444042 - SSU - DAT Load Board - TE Standard - 001Vo00001NUhTCIA1_Reactivated - Closed date 4/18/2026 (not fixed yet)
    0001389385 - SF Data Migration Renewal Opportunity - Closed date 4/18/2026 (not fixed yet) Mitigation occurred by 4/20/2026 after TRX pod resets and cascading fixes to CSR/DAT Rep synchronization, with the root cause traced to Kafka IAM/policy settings. The CSB release completed and the incident was officially marked resolved on 4/29/2026.

    Resolved
  • Apr 20, 2026 11:16 AM PDT (1 week, 1 day, 22 hours, and 13 minutes earlier)

    We are getting calls because customers can't log in. Their contract renewed yesterday and everything look good in SF but when we look in CSR pages, there isn't anything there. I've listed the accounts we have fixed and a couple of the ones that I've just found looking at contract renewals.

    Fixed accounts:
    0001372109 - SF Data Migration Renewal Opportunity - Closed Date 4/18/2026
    0001597906 - Rebuild Contract - Add 8th User Renewal Opportunity - Closed date 4/18/2026
    0002023232 - Self reactivation - SSU - Power Select Carrier - 0015G00001etvQKQAY Renewal Opportunity_Reactivated - Closed Date 4/18/2026
    0001847860 - SF Data Migration Renewal Opportunity - Closed Date 4/18/2026
    0002179003 -Self reactivation - SSU - DAT Load Board - TE Enhanced - 0015G000023Ei3QQAS Renewal Opportunity, Close Date 4/18/2026
    0001783586 - SF Data Migration Renewal Opportunity - Closed date 4/18/2026
    0002167871 - SSU - DAT Load Board - TE Standard - 0015G000020vrinQAA Renewal Opportunity- Closed 4/18/2026

    And these are 2 that we found that haven't been fixed yet:
    0002444042 - SSU - DAT Load Board - TE Standard - 001Vo00001NUhTCIA1_Reactivated - Closed date 4/18/2026 (not fixed yet)
    0001389385 - SF Data Migration Renewal Opportunity - Closed date 4/18/2026 (not fixed yet)

    Monitoring