What happened On Monday, September 21, from approximately 8:58 AM to 11:54 AM ET, users were unable to log in to Agility and other applications delivered through Citrix. Users already logged in could generally keep working. New logins and reconnections failed, often with a blank screen or an incorrect username/password message.
Cause A security certificate on part of our legacy authentication infrastructure expired that was slated to be decommissioned. That certificate is required to verify new logins. We had renewed certificates on our newer systems as part of our infrastructure modernization, but these older systems were still in the login path, and their certificates were not renewed because they were expected to be retired by now. We also had not documented that the login process depended on these certificates.
Resolution Valid replacement certificates were installed and logins were confirmed working. Service was stable as of 11:54 AM ET on Monday, September 21, 2026.
Posted Sep 30, 2026 - 16:48 EDT
Monitoring
A fix has been implemented and we are monitoring while users log back in.
Posted Sep 21, 2026 - 11:25 EDT
Identified
We've identified the cause of the login issues and are currently working on rolling out a fix as soon as possible.
Posted Sep 21, 2026 - 10:45 EDT
Investigating
We are currently investigating an issue with launching Agility.
Posted Sep 21, 2026 - 09:22 EDT
This incident affected: Occupational Health/Employee Health.