Northern Trail Banking
Good morning,
Marcus
Manage your Jack Henry platform licenses, support cases and account resources.
Announcements
View allReports
View allBanno mobile engagement down 18% this quarter — review adoption in the KPI report.
Active Banno Seats
47
View Report
Active Symitar Seats
23
View Report
Open Support Cases
12
View Cases
New knowledge articles
View all3 unused Banno features +
Digital Solutions
Banno Digital, Account Input Configuration
KB-0024516 · Published Apr 10, 2026
Configuring account input workflows for credit union members. Covers form builder setup, validation rules, and integration with Symitar Core for real-time account creation.
Symitar Core, Transaction Reconciliation Guide
KB-0024523 · Published Apr 8, 2026
Step-by-step troubleshooting for transaction reconciliation mismatches during nightly batch processing.
SilverLake, Pre-Upgrade Validation Checklist
KB-0024530 · Published Apr 5, 2026
Complete validation checklist for SilverLake system upgrades. Covers FFIEC compliance module checks.
My cases
Recurring: 23× Banno password resets +
SSO certificate fix ready +
12 items · Sorted by Status · Updated a few seconds ago
+
0057145
Riverdale Credit Union
Recurring Banno password reset failures after mobile app session timeouts
Critical
0057149
Valley National Bank
Banno Digital provisioning delay blocking new branch teller onboarding workflow
Major
0057143
Heritage Federal CU
Symitar nightly batch sync failure investigation across member records
Critical
+
0057147
Coastal Community CU
72 hours past SLA — unresolved Okta SSO certificate auth timeouts
Critical
0057141
Lakeshore CU
SSO certificate renewed; monitoring member login success for 48 hours
Minor
0057145Critical
Riverdale Credit Union
Recurring Banno password reset failures after mobile app session timeouts
0057149Major
Valley National Bank
Banno Digital provisioning delay blocking new branch teller onboarding
0057143Critical
Heritage Federal CU
Symitar nightly batch sync failure investigation across member records
0057147Critical
Coastal Community CU
72 hours past SLA — unresolved Okta SSO certificate auth timeouts
0057141Minor
Lakeshore CU
SSO certificate renewed; monitoring member login success for 48 hours
Actions
Event — SilverLake System Training
Event at 11:00am on Apr 24
Overdue Task — Send follow-up email
Overdue at 1:00pm on Apr 20
8 pending approvals
5 of 8 match auto-approval rules
FFIEC report due tomorrow
Draft pulls from Banno and Symitar
Contract renewal in 30 days
Northern Trail Banking (6 institutions), volume tier may save ~$2,160/yr
14 users on weaker MFA
Authenticator required for admin roles (FFIEC)
JH Care Team command
JH CARE TEAM
Suggested goals
Onboard a new employee
Role · licenses · tools · training · welcome
Audit permissions for FFIEC readiness
Scan · flag risks · prepare report
Forecast Q3 license costs
Usage trends · contract tiers · projected spend
Calendar
Suggested knowledge
Relevance score 98%
Platform digest, Banno, Symitar & open banking (April 2026)
BestNewsletter
Monthly round-up of release notes, scheduled maintenance, and resolved incidents. Jump to Help Center for deep links on SSO, Symitar EOD, and Banno mobile.
Relevance score 94%
Banno Digital, Account input configuration and validation
Guide
Configure account-opening flows, field-level validation, and Symitar product mapping. Includes testing steps in a review org before you promote to production.
announcements
JH Care Team
Monitoring communications · Agent can draft status updates for active outages
·
·
ALL
NEWS
ACTIVITIES
EVENTS
All lists
–
Most Recent (last 30 Days)
04/21/2026 - 03/22/2026
TODAY
03:00 PM
SilverLake System Outage
SilverLake Core is offline for scheduled database optimization (2:00–6:00 AM ET). Symitar and Banno remain up; hold loan origination cutoffs until batch validation clears.
...MoreAPR 18
09:00 AM
Banno Digital SSO Certificate Renewal
Jack Henry support updated Case #00677890 with IdP renewal steps for Riverdale CU. Replace the expiring certificate in Banno Console before April 25 to prevent admin lockouts.
...MoreAPR 16
03:00 PM
Symitar v12.4 Pre-Upgrade Window
Symitar/Episys credit unions can reserve review environments for the April maintenance weekend. Finish the FFIEC checklist in Release Central before your assigned cutover slot.
...MorePrevious Announcements
03/21/2026 - 01/01/2026
APR 10
04:00 PM
Banno Digital Seat Utilization at 92%
Northern Trail Banking is near the licensed cap for Banno digital banking seats. Reclaim inactive profiles or request a true-up in Access & Licensing before provisioning fails.
...MoreAPR 08
05:00 PM
jXchange API Throttling Through April
Open-banking request limits are reduced 20% during peak hours while capacity is expanded. Alert fintech partners authorized via the Jack Henry Marketplace.
...MoreAPR 06
01:00 PM
SilverLake CIF 20/20 Card Controls Patch
A no-downtime fix for debit card authorization drift is posted in Downloads & Releases. SilverLake and Core Director admins should deploy during the next maintenance window.
...MoreAPR 03
02:00 PM
JH University: Delegated Access Certification
New required training covers delegated admin rights and MFA policy for institution admins. Complete the module by May 1 if you submit cases on behalf of branch staff.
...Moreknowledge
JH Care Team
Finding answers · 3 stale articles · “Banno SSO” has 0 results
·
·
·
All channels
Help Center
Knowledge Central
Release Central
Online Central
Training Central
Browse topics
42 items · Updated just now
Documentation Updates
Platform release notes
Release 2026 Upgrade Guide
Symitar Core v12.4 migration steps
Kickoff Phase
Implementation timeline and milestones
Pre-Upgrade Phase
SilverLake enhancement preparation
Working with a Review Environment
Banno sandbox configuration
KNOWLEDGE GAP
"Banno SSO Configuration" searched 47 times, no matching article exists.
Auto-Generate Draft →
Account Input Testing
3 cases
Account input testing includes CIF Functions and Deposit Account Input. Live Upgrade Phase › Complementary Product Tasks › StreamLine Live Upgrade Tasks.
Show articleNot helpful
94% found this helpful · 62 ratings
Symitar Core Processing, Transaction Reconciliation Procedures
Knowledge Central
Step-by-step troubleshooting for transaction reconciliation mismatches during nightly batch processing. Export variance reports before rerunning batch jobs.
Show articleNot helpful
91% found this helpful · 38 ratings
SilverLake System, Pre-Upgrade Validation
Complete validation steps before reserving your SilverLake live-upgrade window. FFIEC checklist and StreamLine connectivity tests required.
Show articleMay be outdated
76% found this helpful · 24 ratings
Banno Digital, Service status and connectivity checks
Online Central
Verify Banno Digital availability before escalating member login or mobile-app incidents. Run connectivity probes for SSO and push notifications.
Show articleNot helpful
89% found this helpful · 51 ratings
StreamLine upgrade, role-based learning path
Training Central
Training modules align to your institution role and upgrade phase. Complete prerequisites before the capstone lab and account-input testing.
Show articleNot helpful
93% found this helpful · 29 ratings
No articles match your search or filters. Try another channel tab or broaden your search.
cases
JH Care Team
Triaging your queue · 3 automated fixes ready on this page
·
·
23 cases across 4 institutions share the same root cause — SSO token TTL mismatch. This looks regional, not isolated.
my cases
| Case ID | Subject | Owner | Status | Sub Status | Asset | Severity | Case Type | Submitted |
|---|---|---|---|---|---|---|---|---|
| 00944556 | Banno Digital, SSO authentication failure for Riverdale CU admin… | You | New | Awaiting Triage | Banno Digital | Urgent | Technical | 04/12/2026 |
| 00944567 | SilverLake, Pre-upgrade validation failing on FFIEC compliance… | You | Working | Pending Review | SilverLake | High | Compliance | 04/14/2026 |
| 00944589 | Banno Mobile, API timeout errors during peak hours for Valley… | You | New | Awaiting Triage | Banno Mobile | Urgent | Technical | 04/15/2026 |
| 00990303 | SilverLake, Database optimization script failing on staging env… | You | Working | In Progress | SilverLake | High | Technical | 04/18/2026 |
oversight cases
| Case ID | Subject | Owner | Status | Sub Status | Asset | Severity | Case Type | Submitted |
|---|---|---|---|---|---|---|---|---|
| 00988890 | Banno Digital, Report Builder v4.2 export generating blank PDF… | J. Park | New | Awaiting Triage | Banno Digital | Urgent | Technical | 04/17/2026 |
| 00999330 | Banno CMS, Content deployment pipeline stalling for Coastal… | L. Nguyen | Working | Pending Vendor | Banno CMS | Standard | Technical | 04/19/2026 |
| 00999932 | Symitar Core, MFA enforcement policy not applying to new hires… | D. Cole | New | Awaiting Triage | Symitar Core | Standard | Security | 04/20/2026 |
escalated cases
| Case ID | Subject | Owner | Status | Sub Status | Asset | Severity | Case Type | Submitted |
|---|---|---|---|---|---|---|---|---|
| 00960049 | Symitar Core, User provisioning sync delay affecting Heritage… | Jack Henry | Escalation | With Jack Henry | Symitar Core | Standard | Access | 04/16/2026 |
| 00944557 | Symitar Core, Transaction reconciliation mismatch on nightly… | Jack Henry | Escalation | In Progress | Symitar Core | Standard | Technical | 04/13/2026 |
| 01234534 | Banno Digital, Accessibility audit findings for WCAG 2.1 AA… | Jack Henry | Escalation | SLA Warning | Banno Digital | Urgent | Compliance | 04/21/2026 |
Total 1–10 of 79 · Page 1 of 07
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my case
0057145
Broken Connection
23 similar cases resolved with the same fix: SSO token TTL extension. Agent can apply and close this case.
DETAILS
Case Number
00988890
Owner
Asset
Banno Digital
Status
Contact Name
AC
Amy ChoiSubstatus
Account Name
Riverdale Credit Union
Severity
Contact Phone
+1.319.555.0164
Type
Contact Email
amy.choi@riverdalecu.com
Created Date
04/18/2026
Subject
Members can't reset Banno passwords after a mobile app session timeout.
Activity Timeline
- Awaiting your confirmationJack Henry Engineering · status updateStatusResolution ProvidedSubstatusAwaiting your confirmationDescriptionConfirm members can reset Banno passwords, then this case can be closed.
- Fix moved to testingYou logged a task with Jack Henry EngineeringOwnerJH EngineeringRelated toSSO token TTL extensionDescriptionTTL extension deployed to a test environment; monitoring Banno session stability.
- Re: Banno session timeoutYou emailed Jack Henry SupportFrommarcus.williams@northerntrail.comTosupport@jackhenry.comDescriptionSharing reset failure logs from three branches for the engineering team.
- Call with Jack Henry SupportYou logged a call with Dana WhitfieldContactDana WhitfieldRelated toRiverdale Credit UnionDescriptionWalked through reproduction steps; JH opened an engineering investigation.
- Status changed to WorkingAssigned to Jack Henry EngineeringStatusWorkingOwnerJH Engineering
- Auto-triaged by JH Care TeamMatched 23 similar casesPatternSSO token TTL mismatchConfidenceHighDescriptionLikely regional; the Care Team grouped this with 22 related cases across 4 institutions.
- Case createdYou created the case with Riverdale Credit UnionAccountRiverdale Credit UnionAssetBanno DigitalDescriptionMembers can't reset Banno passwords after a mobile app session timeout.
Comments
JH
5 days Ago
Update — moved to Working. Our team reproduced the Banno session-timeout issue and is testing an SSO token TTL fix. We'll follow up within 24 hours. @Marcus Williams
Visible to your institution
MW
Marcus Williams
Thanks. This is hitting about 23 members at Riverdale each day, so flagging it high priority.
· 11hr Ago
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Natural-Language Configuration
"Give vendors case submit access but not view others", plain language is turned into the right access rules.
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Google Workspace
Microsoft 365
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Includes the JH Care Team
Okta
New admin? Request access · Need help? Contact support
institutions
Portfolio
Access & licensing
JH Care Team
Managing institution health · 2 need attention · 1 intervention ready
·
·
·
Institutions
5
View All
Total Seats
70
Manage access
Open Cases
12
View Cases
managed institutions
78%
SEATS
Northern Trail Banking Parent
HealthyBanno DigitalBanno BusinessSymitar
47 of 60 seats active across digital banking and core processing. Primary institution with delegated admin rights for 4 child credit unions.
View institutionManage access
90%
SEATS
Riverdale Credit Union
Banno DigitalSymitar
18 of 20 seats in use · 4 open critical cases including SSO certificate renewal and Symitar batch failures. Seat cap nearly reached.
View institutionManage access
73%
SEATS
Valley National Bank
HealthyBanno DigitalSilverLake
11 of 15 seats active on Banno Digital and SilverLake. No open escalations · last health review completed Apr 12.
View institutionManage access
75%
SEATS
Heritage Federal CU
2 casesBanno DigitalBanno ConversationsSymitar
9 of 12 seats in use · 2 major cases on Banno Conversations routing. MFA compliance review scheduled for next week.
View institutionManage access
70%
SEATS
Coastal Community CU
Banno DigitalSymitar
7 of 10 seats active · SLA exceeded on 2 Symitar support cases. Intervention plan recommended before next FFIEC review cycle.
View institutionManage access
reports
JH Care Team
Reviewing metrics · 3 insights flagged in this report
·
·
KPI
FFIEC
Health
Renewal
notifications
Control how and when Jack Henry alerts reach you. Changes save automatically.
Daily digest delivery
Bundled low-priority alerts
Time zone
Digest delivery and scheduled alerts
Business hours only
Suppress non-critical outside 8 AM–6 PM
SMS threshold
Minimum severity to trigger SMS
Email address
marcus.williams@northerntrail.com
Cases & Support
New response from Jack Henry
JH support replies to one of your open cases
AppEmailSMS
Real-time ▾Case status change
Case moves to Working, Escalation, or Resolution
AppEmailSMS
Real-time ▾SLA warning
Case approaching or exceeding SLA threshold
AppEmailSMS
Real-time ▾Case resolved
Case closed or resolution confirmed
AppEmailSMS
Real-time ▾Case created by team member
Another admin on your account opens a new case
AppEmailSMS
Daily digest ▾Compliance & Security
FFIEC deadline approaching
Alert at 30, 14, and 7 days before due date
AppEmailSMS
Real-time ▾Security recommendation
MFA gaps, over-privileged accounts, policy drift
AppEmailSMS
Real-time ▾Failed admin login detected
3+ failed attempts on any admin account
AppEmailSMS
Real-time ▾Privilege escalation
Admin role granted or elevated outside normal workflow
AppEmailSMS
Real-time ▾Licenses & Billing
Seat utilization threshold
Alert when any product reaches 80%, 90%, or 100% capacity
AppEmailSMS
Real-time ▾Contract renewal approaching
Alert 90, 60, and 30 days before expiry
AppEmailSMS
Real-time ▾Overage detected
Usage has exceeded licensed seat count
AppEmailSMS
Real-time ▾Seat request from institution
Institution admin requests additional seats
AppEmailSMS
Real-time ▾User & Access
New access request pending
User or institution requests access that needs approval
AppEmailSMS
Real-time ▾Inactive user threshold
Licensed user hasn't logged in for 30+ days
AppEmailSMS
Weekly digest ▾Suspicious login pattern
Login from new location, device, or unusual time
AppEmailSMS
Real-time ▾System & Maintenance
Scheduled maintenance window
JH planned downtime affecting your products
AppEmailSMS
48 hrs before ▾Degraded service performance
API latency or error rate above threshold
AppEmailSMS
Real-time ▾Product release published
New version of a licensed product deployed
AppEmailSMS
Daily digest ▾Knowledge
New article in subscribed category
Article published under Security, Compliance, or Banno
AppEmailSMS
Daily digest ▾Knowledge gap in your case history
JH detected a repeat issue with no matching article
AppEmailSMS
Weekly digest ▾Good morning
Welcome back, Marcus.
I prepared a few optional suggestions based on overnight activity. You can review the health plan now or continue browsing and come back later.
admin panel
JH Care Team
Managing your workspace · 2 permission fixes ready · reduces audit surface 14%
·
·
my team
| Account | User | First Name | Last Name | Contact Role(s) | Email Address | Phone Number | Admin | |
|---|---|---|---|---|---|---|---|---|
| Riverdale CU | Ben | Smith | Operations Admin | ben@riverdalecu.com | 749-445-0098 | |||
| Valley National Bank | Sierra | James | Digital Lead | sierra@valleynational.com | 749-445-0111 | |||
| Heritage Federal CU | Mark | Fallon | CFO, Executive Contact | mark@heritagefcu.com | 749-445-0222 | |||
| Coastal Community CU | Hannah | Smith | Support Manager | hannah@coastalccu.com | 749-445-0333 | |||
| Lakeshore CU | John | Doe | Security Officer | john@lakeshorecu.com | 749-445-0444 |
View All →
asset authorization
| Account | Authorized Contact | Asset | Asset Authorization | Submit Cases | Submit CWRs | Approve CWRs | Last Modified By | Last Modified Date | |
|---|---|---|---|---|---|---|---|---|---|
| Riverdale CU | Amy Choi | SilverLake | AA-0001 | Adam Smith | 4/20/2026 11:44 AM | ||||
| Valley National Bank | John Smith | SilverLake | AA-0002 | Adam Smith | 4/20/2026 11:44 AM | ||||
| Heritage Federal CU | Mary Choi | Argo Lending Keys | AA-0003 | Adam Smith | 4/20/2026 11:46 AM | ||||
| Coastal Community CU | Susan Tovar | Argo Lending Keys | AA-0004 | Adam Smith | 4/20/2026 11:47 AM | ||||
| Lakeshore CU | Jane Doe | Banno CMS | AA-0005 | Adam Smith | 4/20/2026 11:48 AM |
View All →
vendors enabled for support
| Vendor Account(s) | Supported Assets |
|---|---|
| ABC Computers (4) | SilverLake |
| Banno CMS | |
| Banno Mobile Banking | |
| Argo Lending Keys | |
| Vendor ABC (1) | Banno CMS |
Vendor Account(s) · Record Count
5
TOTAL
ABC Computers
Vendor ABC
vendor release
| Vendor | Release Name | Version | Deployment Target | Email Address | Phone Number | Deployed |
|---|---|---|---|---|---|---|
| ABC Computers | Banno CMS | v4.12.1 | Production | releases@abccomp.com | 749-445-0098 | |
| Vendor ABC | Argo Lending Keys | v2.8.0 | Staging | devops@vendorabc.com | 749-445-0098 | |
| ABC Computers | SilverLake | v12.4.3 | Production | releases@abccomp.com | 749-445-0098 | |
| ABC Computers | Banno Mobile | v7.1.2 | Production | releases@abccomp.com | 749-445-0098 | |
| Vendor ABC | Banno CMS | v4.12.0 | Dev | devops@vendorabc.com | 749-445-0098 |
View All →
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The primary internal system maintenance schedule and planning calendar.
eBill
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Subscription Manager
The primary internal platform subscription and license management tool.
Account
Northern Trail Banking
At Risk
Financial Institution · Tier 2 · CSM: Amy Rodriguez
Health Score
68 ↓ 14
Renewal
30 days
Tier bump available
Seats
58 / 60
92% utilization
JH Care Team
Supporting this account · Intervention plan ready · health score trending down
·
·
OVERVIEW
HEALTH
PLAYBOOKS
ACTIVITY
▾Company Information
Account Name
Northern Trail Banking
Industry
Community Banking
Tier
Account ID
ACCT-00487
Customer Since
March 14, 2019
Lifecycle Stage
At Risk
▾Account Team
Customer Success Manager
Amy Rodriguez
Technical Account Manager
Chen Wu
Account Executive
Marcus Brown
Primary Admin Contact
Marcus Williams
Executive Sponsor
Patricia Owens (CIO)
Escalation Path
▾Contract & Seats
Contract Start
April 22, 2024
Renewal Date
May 22, 2026 (30 days)
ARR
$86,400
Banno Digital Seats
47 / 48
Symitar Seats
11 / 12
Volume Tier
Eligible for upgrade
▾Active Assets
Banno Digital Platform
v4.12.1 · 47 active users
Symitar Core
v12.4.3 · 11 active users
Banno Mobile
v7.1.2 · 42 active users
Argo Lending Keys
v2.8.0 · 8 active users
Notification settings
Cases, compliance, licenses, system alerts
my profile
MY INFORMATION
DELEGATED ADMINS
NOTIFICATIONS
▾Employee Information
Contact Role
Contact Title
IT & Digital Banking Administrator
Email Address *
marcus.williams@northerntrail.com
First Name *
Marcus
Department
Information Technology
Last Name *
Williams
Phone Number
+1.319.555.0142
▾Preferred Communication
Preferred Contact Method
Cell Phone
+1.319.555.0188
Cell Extension
✏
Business email
marcus.williams@northerntrail.com
Home Phone
+1.319.555.0207
Home Extension
Home Email
marcus.williams@gmail.com
Business Phone
+1.319.555.0150✏
Business Extension
4471✏
Other Email
✏
▾Account & Security
Username
marcus.williams
Account ID
NTB-4471
Account role
Institution Admin
Language
Time zone
Session timeout
Password
Last changed 88 days ago
Two-factor authenticationENABLED
Authenticator app, recovery phone on file
Active sessions
Last sign-in Apr 14, 2026, 8:02 AM CT, Chrome on macOS
Notification settings
Cases, compliance, licenses, system alerts
12
Care
Team
Team