Incident Response.

12:00(PST) - RESOLVED - All Vidyo services are operating as expected. Incident resolved.

08:00(PST) - UPDATE - We have seen near 100% success with teller Vidyo sessions this morning, indicating the interrupted internet segment has been bypassed. We will continue monitoring for performance. Next update by 10:00 PST.

05:00(PST) UPDATE - The carrier is still working on repairs with no reported ETA.  We continue to see tests fail in the carriers' network however video tests have been successful. Working with partners on additional testing. Next update by 07:00 PST.

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19:00(PST) UPDATE - The carrier is still working on repairs with no reported ETA.  We continue to see tests fail in the carriers network. We will continue to monitor overnight and provide updates when available. Next update by 06:00 PST tomorrow monring.

18:00(PST) UPDATE - The carrier is still working on repairs with no reported ETA.  We continue to see tests fail in the carriers network. Next update by 19:00 PST.

17:00(PST) UPDATE - The carrier is still working on repairs with no reported ETA.  We continue to see tests fail in the carriers network. Next update by 18:00 PST.

16:00(PST) UPDATE - The carrier is still working on repairs with no reported ETA. Next update by 17:00 PST.

15:15(PST) UPDATE - There appears to be a Tier 1 provider issue across the internet backbone largely accumulated in the greater Denver/Salt Lake City area affecting communications nationwide, resulting in intermittent service interruptions in our Vidyo service. Carriers are currently attempting to route around the outage to restore service, however no ETA has been provided. Next update by 16:00 PST.

14:45(PST) UPDATE- No issues found with our Vidyo service and confirmed multiple good sessions with Video and Audio for customers on the east coast. Currently looking into a potential carrier outage near one of our data centers. Next update by 16:00 PST.

13:00(PST) - We are aware of an issue currently affecting some Vidyo teller sessions resulting in no video/audio. Our team is investigating the cause with all available resources. Updates will continue as available, next scheduled update at 14:45 PST.

We continue to test the BIOS updates with positive results in preperation for mandatory updates starting Monday August 18th. Updates will be installed on all NCR ATM/ITM on RemoteView over several weeks.  Any machines not connected to the RemoteView service will need to open a Support Ticket to schedule a technician visit to install the update on site. Any questions or concerns, please open a Support Ticket at cc.cooksolutionsgroup.com or by emailing Support@cooksolutionsgroup.com

We continue to test the BIOS updates to confirm performance and which core types are affected. We expect to begin deployments in the next week or two and will send additional communication at that time.

You may have recently received notifications from NCR regarding new guidance to mitigate the risk of Direct Memory Access (DMA) attacks. While Cook Solutions Group has not observed any customer environments affected by this specific attack vector, we recognize the seriousness of the threat and support NCR’s recommended mitigation strategy.

To address this vulnerability, NCR has released BIOS updates designed to disable the PCIe bus, thereby preventing malicious devices from being used to inject malware or extract sensitive data through physical access. As part of our standard protocol, we will begin testing the updated BIOS internally to ensure functionality and stability. This evaluation period will take place over the next several weeks. Once testing is complete and we are confident in the update’s performance, we will begin a wider deployment to all impacted systems.

We are committed to keeping your systems secure and will keep you informed throughout this process.