LSI - Data missing for some customers after 9/13/2019
Identified - The root cause has been identified, and a fix is out of QA. We're now in the process of backporting that fix to test against all current versions before pushing it out to impacted customers.
Sep 18, 08:54 PDT
Investigating - We are aware and investigating a potential issue where some data isn't populating in LSI after a certain date. It appears data is not shown from 9/13/2019 onward, but this date may differ for customers. More updates to come as we investigate further.
Sep 17, 15:15 PDT
Khoros Care - refresh issues related to browser not being in focus
Update - A partial fix has been deployed late last night. Now, agents will no longer need to refresh the page however, it may take up to 45 seconds for their screens to update.
Our team will continue to work towards a complete fix and eliminate that delay.
Sep 10, 08:57 PDT
Identified - The issue has been identified and a fix is being implemented.
Sep 7, 09:51 PDT
Investigating - We identified an issue related to care's agent view and browsers not being in focus. We are working on a resolution and deployment.
Sep 6, 14:02 PDT

About This Site

Khoros monitors all of its critical services both internally and through 3rd party services. This page reports on known infrastructure wide incidents affecting Khoros platforms. If you're experiencing an availability or a performance issue that isn't shown here, please Contact Support. Subscribing to updates is the best way to stay informed about any issues affecting Khoros platform availability.

Khoros Communities Partial Outage
AMER & APAC Community Datacenter ? Operational
EMEA Community Datacenter ? Operational
LSI ? Partial Outage
API Proxy ? Operational
CDN ? Operational
Community Mail ? Operational
AWS Community Hosting ? Operational
AWS CDN (CloudFront) ? Operational
Khoros Care Operational
AMER & APAC SMM Datacenter Operational
EMEA SMM Datacenter Operational
SMM Analytics Operational
Facebook API ? Operational
Twitter API ? Operational
Other APIs ? Operational
AMER SMM CRM Connector Operational
EMEA SMM CRM Connector Operational
Stage SMM CRM Connector Operational
SMM and Community Integration ? Operational
WeChat Operational
WhatsApp Operational
Khoros Marketing Operational
Conversations - APP Operational
Conversations - VPC Operational
Conversations - APP3 Operational
Conversations - Financial Export Service Operational
Intelligence Operational
Experiences Operational
Vault Operational
Promotions Operational
Khoros Corporate Operational
Khoros Community ? Operational
Khoros Case Management & Portal Operational
Khoros.com Website ? Operational
Khoros Developer Documentation Operational
JX Communities Operational
JX Amsterdam (AMS) Datacenter Operational
JX Bunchball Operational
JX Phoenix (PHX) Datacenter Operational
JX Streamonce Operational
JX Cloud Analytics Operational
JX Cloud Search Operational
JX Rewards Operational
JX Video Operational
JX Platform Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
[EMEA] Khoros Community - Cloud Migration Maintenance Oct 1, 16:00 - Oct 2, 00:00 PDT
We will have an extended European maintenance window on October 1st to move certain infrastructure pieces to our new public cloud environment. During this window, the following functionality will be unavailable for use:

- SDK
- Studio
- Studio publish

This impacts both stage and production use of the above features. After maintenance has concluded, these features will be available for normal use - and you may notice some performance improvements related to the SDK, Studio, and Studio Publishing.

Maintenance details below:

Region: EMEA
Date: Tuesday, October 1st, 2019
Time: 4pm – 12am PT / 11:59pm – 8am UTC Standard (10/1 – 10/2)
Platform: Khoros Community
Duration: 8 hours
Impact: Studio, Studio Publishing and SDK unavailable

We apologize for the inconvenience, and understand that these upgrades will have a short term impact on customization productivity, but this is a necessary step for improving the customizing and publishing experience going forward. We thank you for your patience and understanding during this time.

If you have any questions or concerns, please contact support@lithium.com.

-The Khoros Team
Posted on Sep 18, 13:13 PDT
Past Incidents
Sep 19, 2019

No incidents reported today.

Sep 18, 2019
Communities failing to load with 502 ERROR
Resolved - This incident has been resolved.
Sep 18, 08:46 PDT
Monitoring - The issue has been fixed now. We are still monitoring the affected communities.
Sep 18, 07:25 PDT
Identified - The issue has been identified and the fix is being implemented.
Sep 18, 07:01 PDT
Update - Our engineering team is still investigating the issue. We will keep you posted with further updates.
Sep 18, 06:45 PDT
Investigating - We are seeing multiple communities failing to load with 502 CloudFront error. We are currently investigating this issue and will keep posting the updates.
Sep 18, 05:42 PDT
[Cancelled] [EMEA] Khoros Community - Cloud Migration Maintenance
Completed - The scheduled maintenance has been completed.
Sep 18, 00:00 PDT
Update - Due to unexpected discoveries, we've decided not to proceed with the migration any further and are in the process of reverting all work. Once a new date has been determined for the migration, we'll reach out to customers directly with all the details.

We estimate the rollback will be completed within ~3 hours, at which point publishing functionality will be restored.
Sep 17, 18:35 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 17, 16:00 PDT
Scheduled - We will have an extended European maintenance window on September 17th to move certain infrastructure pieces to our new public cloud environment. During this window, the following functionality will be unavailable for use:

- SDK
- Studio
- Studio publish

This impacts both stage and production use of the above features. After maintenance has concluded, these features will be available for normal use - and you may notice some performance improvements related to the SDK, Studio, and Studio Publishing.

Maintenance details below:

Region: EMEA
Date: Tuesday, September 17th, 2019
Time: 4pm – 12am PT / 11:59pm – 8am UTC Standard (9/17 – 9/18)
Platform: Khoros Community
Duration: 8 hours
Impact: Studio, Studio Publishing and SDK unavailable

We apologize for the inconvenience, and understand that these upgrades will have a short term impact on customization productivity, but this is a necessary step for improving the customizing and publishing experience going forward. We thank you for your patience and understanding during this time.

If you have any questions or concerns, please contact support@lithium.com.

-The Khoros Team
Aug 29, 07:14 PDT
Sep 16, 2019
Some communities hosted in EMEA might see some additional load
Resolved - Thanks your patience with us.

We have an update from engineering, the issue has been resolved.
Sep 16, 11:31 PDT
Investigating - We're aware of an issue where some EMEA based communities where there is an additional load on the community and might occasionally see "Your request is being processed"
Our engineers are currently looking into this.
Sep 16, 09:02 PDT
Sep 15, 2019

No incidents reported.

Sep 14, 2019

No incidents reported.

Sep 13, 2019
Search slowness on communities that are housed in the EMEA region
Resolved - This incident has been resolved.
Sep 13, 06:08 PDT
Monitoring - The issue has been resolved and performance returned to normal levels.

We will be closely monitoring the environment now.
Sep 13, 03:25 PDT
Identified - Our Engineering team has identified the issue and they are working towards resolving the issue now.
Sep 13, 02:35 PDT
Investigating - We have identified that we are seeing issues with one search cluster, which will cause issues with search functionality.
We are already investigating on this and we will keep you posted on further updates
Sep 13, 01:17 PDT
Sep 12, 2019

No incidents reported.

Sep 11, 2019

No incidents reported.

Sep 9, 2019
Khoros Marketing - Hiding comments on Facebook posts
Resolved - This issue has been fixed. Users may need to refresh their browsers and delete their browsing caches.
Sep 9, 13:25 PDT
Update - We are continuing to investigate this issue.
Sep 9, 09:13 PDT
Update - Identified the affected environments.
Sep 9, 09:13 PDT
Investigating - We are currently investigating an issue with hiding comments on Facebook posts.
Sep 9, 09:02 PDT
Sep 8, 2019

No incidents reported.

Sep 6, 2019
Posts are not appearing in the approvals
Resolved - This incident has been resolved.
Sep 6, 08:23 PDT
Investigating - We are currently investigating this issue.
Sep 6, 03:31 PDT
Sep 5, 2019
Khoros Marketing inbox streams
Resolved - The issue with the Khoros Marketing inbox streams has been fixed now.
Sep 5, 08:28 PDT
Investigating - We are currently investigating inbox streams are failing to load in APP.
Sep 5, 08:03 PDT
Sep 4, 2019
Performance issues with newly created Experiences streams
Resolved - This incident has been resolved.
Sep 4, 06:28 PDT
Investigating - We have noticed that new Experiences streams are not pulling any data. We are investigating this behavior and will update as soon as we will have any more information
Sep 3, 04:03 PDT
Sep 2, 2019

No incidents reported.

Sep 1, 2019

No incidents reported.

Aug 31, 2019
Khoros Marketing care module failing to load
Resolved - Khoros Marketing care issue has been resolved. If anyone requires an RCA regarding this incident, please raise a normal support ticket.
Aug 31, 12:19 PDT
Monitoring - The engineering team has been able to resolve the issue with the care component.

We are reviewing the potential impact on data for intelligence.
Aug 31, 09:05 PDT
Investigating - We are aware of an issue with the care component of the Marketing product where it's failing to load.

We are currently investigating the problem.
Aug 31, 08:42 PDT
Aug 30, 2019

No incidents reported.

Aug 29, 2019
LSI is unavailable for communities hosted in North America
Resolved - Our engineering team has restarted the LSI service and is working normally.

If you still experience any issues with LSI please reach out to support through the usual channels.
Aug 29, 10:11 PDT
Identified - Our engineering team has identified the issue and currently restarting the service.
Aug 29, 09:33 PDT
Investigating - We are currently looking into an issue where LSI for North American hosted communities is showing either a 500 error message or secure connection failed error.

Our engineering team is aware and looking into the issue.
EMEA hosted communities are unaffected by this issue.
Aug 29, 09:28 PDT
Aug 28, 2019
Khoros Marketing Inbox
Resolved - The delay of posts issues has been resolved for the Marketing Inbox & Care product lines. Thank you for your patience.
Aug 28, 05:21 PDT
Investigating - We are aware of the delays of posts coming into our Khoros Marketing Inbox & Care products and we are currently investigating.
Aug 27, 12:01 PDT
Aug 26, 2019

No incidents reported.

Aug 25, 2019

No incidents reported.

Aug 24, 2019

No incidents reported.

Aug 23, 2019

No incidents reported.

Aug 22, 2019

No incidents reported.

Aug 21, 2019

No incidents reported.

Aug 20, 2019

No incidents reported.

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