| Recurring |
one_organization, multiple_organization |
(a) The software failure incident happened again at one_organization:
- Nationwide experienced another online banking and app crash, with customers facing problems accessing their accounts [67466].
- Last month, Nationwide also apologized for a similar incident where customers were unable to access their online and mobile banking services due to a 'technical issue' [67466].
(b) The software failure incident happened again at multiple_organization:
- The article mentions that British banks, including HSBC, NatWest, RBS, Lloyds, and Halifax, have also been regularly hit with IT outages and online glitches [67466]. |
| Phase (Design/Operation) |
design, operation |
(a) The software failure incident in the Nationwide online banking and app crash can be attributed to the design phase. The incident was caused by technical issues hitting the services, which were later resolved by the company [67466]. Additionally, customers faced confusion and error messages on the website, indicating problems related to the system's design or updates.
(b) The software failure incident can also be linked to the operation phase. Customers reported being unable to access their accounts even after the company claimed that the technical issues had been resolved. This suggests that the failure was also influenced by the operation or use of the system [67466]. |
| Boundary (Internal/External) |
within_system |
(a) The software failure incident reported in Article 67466 was primarily within_system. The article mentions that Nationwide's online banking and app crashed, leading to customers facing problems accessing their accounts. The building society acknowledged technical issues with their services and offered technical fixes to customers. The error messages and issues were related to the internal functioning of Nationwide's online banking system and app, indicating that the failure originated from within the system [67466]. |
| Nature (Human/Non-human) |
non-human_actions |
(a) The software failure incident in the Nationwide online banking and app crash was primarily due to non-human actions. The article mentions technical issues hitting the services, which led to the unavailability of the Internet Bank and Mobile Banking App overnight. Customers faced error messages and difficulties accessing their accounts despite the building society claiming that the technical issues had been resolved [67466]. |
| Dimension (Hardware/Software) |
software |
(a) The software failure incident reported in the article is more likely due to software issues rather than hardware issues. The article mentions that Nationwide's online banking and app crashed, leading to customers being unable to access their accounts. Customers were advised to try different browsers or log off and on again, indicating a software-related problem [67466]. Additionally, the article highlights that the building society claimed the technical issues had been resolved, suggesting that the root cause was related to software rather than hardware. |
| Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident reported in Article 67466 does not indicate any malicious intent behind the failure. It appears to be a non-malicious failure caused by technical issues with Nationwide's online banking and app, leading to service unavailability for customers. Customers were frustrated and inconvenienced by the crash, and the building society's social media team provided technical fixes to address the problem. The article mentions that the service was fully restored by the early hours of the morning, and Nationwide apologized for the inconvenience caused to its members [67466]. |
| Intent (Poor/Accidental Decisions) |
poor_decisions |
(a) The software failure incident reported in Article 67466 seems to be more related to poor_decisions. The incident mentions that Nationwide customers were left fuming after the online banking and app crashed again, with some customers facing problems and confusion due to technical issues. Additionally, the article highlights that last month Nationwide apologized for a similar issue, indicating a recurring problem that could be attributed to poor decisions in managing and maintaining their online banking system [67466]. |
| Capability (Incompetence/Accidental) |
development_incompetence, accidental |
(a) The software failure incident reported in the article can be attributed to development incompetence. Nationwide customers faced issues with the online banking and app crashing, leading to frustration and inconvenience. The firm's social media team provided customers with 'technical' fixes, such as trying different browsers or logging off and on again. Despite claims of resolving the technical issues, some customers still could not access their accounts, indicating a lack of professional competence in ensuring a smooth online banking experience [67466].
(b) The software failure incident can also be linked to accidental factors. The article mentions that Nationwide's online banking and app crashed, causing anger among customers. The firm apologized for the inconvenience caused and stated that service was fully restored by the early hours of the morning. This incident, along with previous technical issues faced by customers, highlights the accidental nature of the software failure, possibly due to unforeseen glitches or system errors [67466]. |
| Duration |
temporary |
(a) The software failure incident described in the articles was temporary. The Nationwide online banking and app crashed, causing inconvenience to customers. The firm's social media team offered technical fixes, and the building society claimed that the technical issues had been resolved, with service fully restored by the early hours of the morning [67466]. |
| Behaviour |
crash, other |
(a) crash: The software failure incident mentioned in Article 67466 involved a crash where Nationwide's online banking and app crashed, leaving customers unable to access their accounts. The incident resulted in customers facing issues and receiving error messages when trying to use the services [67466].
(b) omission: The software failure incident did not specifically mention an omission where the system omitted to perform its intended functions at an instance(s).
(c) timing: The software failure incident did not involve a timing issue where the system performed its intended functions correctly, but too late or too early.
(d) value: The software failure incident did not involve a value issue where the system performed its intended functions incorrectly.
(e) byzantine: The software failure incident did not exhibit a byzantine behavior where the system behaved erroneously with inconsistent responses and interactions.
(f) other: The other behavior observed in the software failure incident was customers receiving confusing messages on the website, being unable to access their accounts, and facing inconvenience due to the crash of the online banking and app services provided by Nationwide [67466]. |