Incident Response.

16:00(PST) - All PikoVIDEO services, including Enterprise logins, are operating as expected. Incident is resolved.

14:30(PST) - Services have been restored. We will continue to monitor performance to confirm normal operations. Next update by 16:30 PST.

13:30(PST) - We are still working towards a resolution. Next update by 14:30 PST. We appreciate your patience and understanding.

12:30(PST) - Our team has identified the cause of the interruption and is working towards a resolution. Next update by 13:30 PST.

11:30(PST) - We are currently experiencing a service interruption with Piko Enterprise users that is causng the Piko System to be unavailable. This is only impacting Piko Enterprise users, anyone setup as a regular cloud or local user are not affected. All systems are recording as expected, this interruption only impacts individual users access to Piko. Our team has escalated the issue and we are investigating the cause. Next update by 12:30 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.