Khoros Status

[Community] Community Analytics missing page views data

Update - We are continuously monitoring the progress for the Data being backfilled for the impacted days. Data is being backfilled for the impacted days with a workaround. ETA for data backfill completion is 16th Aug-20
Aug 10, 11:24 CDT

Monitoring - We are continuously monitoring the progress for the Data being backfilled for the impacted days.
Aug 4, 13:23 CDT

Identified - Community Analytics page views data (from 24th-29th Jul-20) is missing for some communities due to a bug in the application which tracks views, leading to loss of data.
Fix has been applied for the same on 28th -Jul-20 on versions 20.5 and 20.6.
Data is being backfilled for the impacted days with a workaround. ETA for data backfill completion is 6th Aug-20
Jul 30, 04:58 CDT

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.

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Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Aug 11, 2020

No incidents reported today.

Aug 10, 2020

Unresolved incident: [Community] Community Analytics missing page views data.

Aug 9, 2020

No incidents reported.

Aug 8, 2020

No incidents reported.

Aug 7, 2020

[ Care ] - Care Analytics Dashboards and Exports Degraded Performance

Resolved - The fix deployed yesterday has resolved the issue, services are functioning normally.
Aug 7, 16:31 CDT

Monitoring - A fix has been implemented and we are monitoring the results.
Aug 6, 13:12 CDT

Identified - Care Analytics dashboards and exports are showing periodic slowness or unresponsiveness. We are working on a fix and expect to have updates later today.
Aug 6, 11:53 CDT

Failures in publishing Facebook Content

Resolved - The Issue has been resolved. All the functionalities are back to normal.
Aug 7, 00:37 CDT

Monitoring - Facebook has deployed a fix for this issue. We are currently monitoring things to ensure complete recovery before marking as resolved.
Aug 6, 19:47 CDT

Update - Facebook is actively investigating this issue. We will continue to share updates periodically.

The incident can be directly tracked here:
https://developers.facebook.com/support/bugs/733783060776081/
Aug 6, 19:10 CDT

Update - Facebook is investigating a potential issue that may be related to increased error rates. Our team has also reported it and will continue to monitor the issue.
Aug 6, 15:48 CDT

Investigating - We are investigating an issue with publishing Facebook content in Social Marketing and Facebook private responses failure in Khoros Care.
Aug 6, 15:38 CDT

Aug 6, 2020

Aug 5, 2020

[Community] Community slowness

Resolved - This incident has been resolved.
Aug 5, 12:33 CDT

Monitoring - we have identified an issue causing some slowness to communities. The issue is mitigated but we are working to ensure it doesn’t reoccur.
Aug 5, 11:02 CDT

(re-opened) [Marketing] - Failures in publishing LinkedIn post containing media

Resolved - This issue has been resolved.
Aug 5, 10:09 CDT

Update - Update: We have identified this is a third-party issue and are working with our partners at LinkedIn for a resolution. We will provide additional updates once available.
Aug 3, 14:46 CDT

Identified - Our team has identified an issue with failed to publish LinkedIn posts containing media. We are investigating this matter and will provide updates once available. Some of the effects you may see are LI posts auto-importing after the initial failure. Those auto-imported posts redirected to an "Oops!
It’s not you. It’s us. Try going back to the previous page or heading to your feed. You can also see our Help Center for more information.
" If you have any questions, please reach out to Khoros Support for further assistance."
Aug 3, 13:57 CDT

Aug 4, 2020

[Khoros Care Analytics] CSAT/NPS Survey Widget missing data

Resolved - Care Analytics CSAT / NPS Survey is restored to normal performance. Historical data is backfilled and current results are up to date.
Aug 4, 14:27 CDT

Monitoring - Care Analytics processing of Survey data has been restored to normal. We are in progress backfilling historical data and ensuring current results are fully up to date. We will update status when these activities are complete.
Aug 3, 14:37 CDT

Investigating - We are currently investigating an issue with the CSAT/NPS Survey Widget is displaying incomplete data
Jul 29, 09:31 CDT

Aug 3, 2020

[Marketing] - Failures in publishing LinkedIn post containing media

Resolved - The issue is fixed and publishing is working.
Aug 3, 08:08 CDT

Investigating - Our team has identified an issue with failed to publish LinkedIn posts containing media. We are investigating this matter and will provide updates once available. Some of the effects you may see are LI posts auto-importing after the initial failure. Those auto-imported posts redirected to an *"Oops!*
*It’s not you. It’s us. Try going back to the previous page or heading to your feed. You can also see our Help Center for more information."
Aug 2, 09:44 CDT

Aug 2, 2020

Aug 1, 2020

No incidents reported.

Jul 31, 2020

[Community] Communities loading slow

Resolved - The issue has been resolved and communities are loading as expected.
Jul 31, 08:21 CDT

Update - We are continuing to monitor for any further issues.
Jul 31, 08:21 CDT

Monitoring - The issue has been resolved and we are monitoring the systems at the moment. We really appreciate your patience and cooperation on this.
Jul 30, 08:44 CDT

Update - We are still continuing to work on fixing the slowness issue caused by the Database Server.
Jul 30, 07:21 CDT

Identified - We are aware of a slowness issue affecting some communities. The slowness is caused a back end Database server. We are working on fixing the problem.
Jul 30, 05:51 CDT

Jul 30, 2020

[ Marketing ] - Unable to schedule Instagram posts for direct publishing

Resolved - This issue has been isolated and resolved.
Jul 30, 19:30 CDT

Investigating - We have identified an issue with scheduling Instagram posts to be published directly via Khoros.
It is still possible to schedule via mobile publishing.
Jul 30, 19:07 CDT

[Marketing] - Calendar scheduled and published posts missing

Resolved - This issue has been isolated and resolved.
Jul 30, 19:14 CDT

Monitoring - We have identified the source of the issue and a fix has been implemented. We are monitoring the results.
Jul 30, 17:10 CDT

Investigating - We have identified an issue with scheduled and published posts not displaying on the Calendar.
Jul 30, 16:59 CDT

Jul 29, 2020

Global Navigation bar loading issue

Resolved - Our engineering team identified an issue in the Social Marketing Inbox causing the global navigation bar to partially load. Our team has resolved this issue. If you are still seeing this issue please reach out to our Support team for assistance.
Jul 29, 14:27 CDT

Jul 28, 2020

[Community - Community Mail] Delay in Email

Resolved - Our third-party vendor Sengrid has confirmed that the issue has been resolved and all the impacted services are up and running again now.
Jul 28, 17:28 CDT

Update - We are continuing to monitor for any further issues.
Jul 28, 15:05 CDT

Monitoring - Our third-party email vendor believes that they have recovered the remaining impacted services and are currently monitoring system performances. They have tested the remediation steps and are now working toward recovering all impacted services. They expect to provide another update in 30 min or sooner.

We have verified from our end that the e-mail is now flowing through.
Jul 28, 15:03 CDT

Investigating - We are aware that our email vendor for AWS hosted communities is currently experiencing an issue on their platform. We are monitoring the situation and will update the status page when we have more information.
You can also monitor this by visiting their status page: https://status.sendgrid.com/
Note: Communities hosted in the Americas datacenter will not be affected by this and email will be delivered normally.
Jul 28, 11:03 CDT

[Marketing - Intelligence] Intelligence Topic notifications failing to send

Resolved - Our third-party vendor Sengrid has confirmed that the issue has been resolved and all the impacted services are up and running again now.
Jul 28, 17:25 CDT

Identified - Our third-party email vendor believes they have identified the source of the issue. They have tested the remediation steps and are now working toward recovering all impacted services. They expect to provide another update in 30 min or sooner.
Jul 28, 13:57 CDT

Investigating - We are currently investigating an issue with our third-party email vendor causing notification emails to fail. This third-party is named SendGrid. Please see their status page for the latest: https://status.sendgrid.com/
We will be sharing further updates as we learn them here.
Jul 28, 09:34 CDT

[Khoros Care Analytics] Degraded Performance

Resolved - This issue has been resolved now.
Jul 28, 09:57 CDT

Monitoring - We have deployed a fix and are now monitoring export performance. You should expect your exports to run and complete normally.
Jul 23, 16:59 CDT

Investigating - We have observed intermittent export failures in Khoros Care Analytics and are investigating the same.
Jul 23, 08:16 CDT

[Khoros care] Messenger, WhatsApp and WeChat messages delay

Resolved - This incident has been now resolved.
Jul 28, 08:56 CDT

Monitoring - This issue is now resolved and we continue to monitor the system performance.
Jul 28, 07:19 CDT

Update - The Issue is now mitigated and we continue to see messages flowing into Khoros care. We shall continue to monitor the system performance and provide further updates if required
Jul 28, 07:06 CDT

Identified - We have identified a Network issue that is causing this latency in Messenger, WhatsApp and WeChat messages. We are working to mitigate the same. We shall provide further updates as and when new information is available.
Jul 28, 06:21 CDT

Update - Customers are experiencing latency in Messenger, WhatsApp and WeChat messages reaching the Khoros care application. We are investigating the issue on Priority
Jul 28, 05:30 CDT

Investigating - Customers are experiencing latency in WhatsApp messages reaching the Khoros care application. We are investigating the issue on Priority
Jul 28, 05:19 CDT

Jul 27, 2020

[Marketing] - Private message history failing to load with the Marketing Inbox

Resolved - The issue has been resolved now and we continue to monitor the performance.
Jul 27, 20:53 CDT

Investigating - We have identified that the history tab within the Social inbox side panel is failing to load for Facebook private messages. Updates to be provided as they become available.
Jul 27, 16:25 CDT

[Marketing] - Private message button missing within the Care module

Resolved - The issue has been resolved now and we continue to monitor the performance.
Jul 27, 20:53 CDT

Investigating - We are currently investigating an issue blocking users from responding to Private Messages within the Care module. Updates to be provided as they become available.
Jul 27, 16:23 CDT

[Marketing - Analytics] Dashboard Widgets Not Showing Any Data

Resolved - The issue has been resolved now and we continue to monitor the performance.
Jul 27, 12:14 CDT

Identified - We are currently investigating an issue within Marketing Dashboards where data is not displaying when applying the Plans filter. We would be sharing further updates on this shortly.
Jul 27, 11:09 CDT

Jul 26, 2020

No incidents reported.

Jul 25, 2020

No incidents reported.

Jul 24, 2020

[Community] Community not accessible or showing errors

Resolved - This incident has been resolved.
Jul 24, 13:50 CDT

Monitoring - The communities are stable now and are working on further mitigation to ensure continued uptime. We shall continue to provide further updates during our monitoring
Jul 24, 11:50 CDT

Update - We are observing that the Redis service cluster has become unstable now. We are working to stabilise this service. We are also working to repoint some communities to a different cluster. We would be sharing further updates on this shortly.
Jul 24, 10:43 CDT

Update - The Redis service cluster is stable now after our intervention and most of the communities are available now. We are currently working on restoring the remaining communities.
Jul 24, 10:08 CDT

Identified - Our Engineering teams are working on this issue currently. The issue seems to be with a backend Redis service cluster and our Engineering team is working to recover this on Priority
Jul 24, 09:14 CDT

Investigating - We are currently investigating an issue where multiple customers have reported errors while accessing the community. We are investigating this on top priority. We would be sharing further updates on this shortly.
Jul 24, 08:09 CDT

[ Marketing ] - LinkedIn Posts Publishing Failure

Resolved - LinkedIn has deployed a fix for the issue and the issue is resolved.
Jul 24, 02:32 CDT

Identified - There is a current third-party issue where Targeted LinkedIn posts fail to publish. The issue has been identified and a fix is being implemented.

The incident can be tracked directly here :

https://linkedin.statuspage.io/incidents/msy3hbf24hsn
Jul 23, 19:02 CDT

Jul 23, 2020

[JX - JCA] Jive Cloud Admin partially down

Resolved - Resolving as we have seen no further issues.
Jul 23, 17:21 CDT

Monitoring - The cause has been found and resolved. Please reach out via support if you are still experiencing issues when utilizing the Jive Cloud Admin tool

We will monitor for a time to prevent a recurrence.
Jul 23, 15:30 CDT

Investigating - Users utilizing the Jive Cloud Admin (JCA) tool may be experiencing varying levels of functionality loss. We are aware of the issue and working towards a resolution.
Jul 23, 11:32 CDT

[Khoros Community]: [EU] Some communities are currently experiencing performance issues and timeouts

Resolved - The issue has been resolved now and we are not seeing any performance issue anymore.
Jul 23, 13:11 CDT

Monitoring - Our engineering team has implemented a fix and we are still monitoring the performance.
Jul 23, 09:24 CDT

Investigating - Some customers may be experiencing their community running slower than usual at the moment. we’re working with our engineering team to get this resolved.
Jul 23, 08:35 CDT

[JX - PHX] Site outages

Resolved - This incident has been resolved.
Jul 23, 06:50 CDT

Monitoring - The final health steps have completed and full functionality has been restored.

We will monitor for a time for any further issues.
Jul 22, 15:23 CDT

Identified - The issue has been identified, fixed and the final cleanup and health checks are taking place now.

An update when this activity is complete will be provided before moving to a monitoring state.
Jul 22, 14:05 CDT

Update - This issue has been narrowed down to an infrastructure-related cause and on-site resources have been successfully engaged.

Updates will continue to be delivered as they come in.
Jul 22, 10:49 CDT

Investigating - There is a small subset of JX communities that are having the maintenance page served instead of the expected community.

If you are seeing the maintenance page for your site and not expecting to, reach out to support for further assistance.

Updates will be provided as they are available.
Jul 22, 09:08 CDT

Jul 22, 2020

[Community] - Some videos uploaded prior to 20.3 are not playable

Resolved - This incident has been resolved.
Jul 22, 02:53 CDT

Update - We are marking this issue as resolved. Please feel free to reach out to Khoros Support for any further assistance.
Jul 22, 02:52 CDT

Monitoring - The fix has now been deployed to Production with the updates applied during the maintenance window today. Please feel free to reach out to our Support Team in case of any issues.

We will now move this incident's status to "Monitoring" and eventually resolve it by next Tuesday. Thanks again for your continued patience and cooperation.
Jul 17, 11:54 CDT

Update - The fix has been backported to Community versions 20.3 & 20.5 and tested successfully. The production updates would be applied in the next maintenance window which is on 17-July-2020. The next status update will be shared tomorrow after the updates are rolled out.
Jul 16, 07:49 CDT

Update - The fix would would be applied and tested today (14-July-2020) on Stage environments. Once the tests are successful, the fix would be rolled out to production. Thanks for your continued patience and understanding. Our next update will be available in the next 48 hours or earlier.
Jul 13, 22:33 CDT

Update - Here's another update on the progress this weekend. The QA for the fix has been completed. Currently, backporting the fix to 20.3 and deployment efforts are ongoing. Following this, the fix would be tested in Stage & Production environments. We'll have the next update on Monday or earlier.
Jul 11, 00:00 CDT

Update - Khoros Engineering has transitioned the fix from development to testing. Once the testing phase completes, we’ll have more information to share on the fix deployment. This will most likely take another 48 hours or earlier and that is when another update will be posted here. We appreciate your continued patience and understanding.
Jul 8, 09:06 CDT

Update - Khoros Engineering has moved much closer to a fix and the identified fix is likely to undergo testing in about 48 hours. That is when another update will be posted here. Thanks for your patience and understanding.
Jul 6, 11:18 CDT

Update - Khoros Engineering is continuing its work on a fix. The next update will be provided in the next 48 hours or earlier.
Jul 4, 11:29 CDT

Update - Khoros Engineering is currently working to fix the problem with the highest priority and is also actively working with our partners. We'll provide another status update in the next 24-48 hours or earlier.
Jul 3, 11:12 CDT

Identified - Some Community videos uploaded on Community version 20.1 and prior versions are not playable on Community version 20.3.
Jul 1, 04:58 CDT

Jul 21, 2020

No incidents reported.

Jul 20, 2020

[Marketing - Facebook API] Photo posts are missing in timeline

Resolved - Facebook has pushed out a fix that resolved this issue.
Jul 20, 09:23 CDT

Investigating - There is an ongoing third party issue where published photo posts are absent on the page’s timeline. We have partnered with Facebook in this investigation and will provide updates once available.

Additionally, if you have a post published through Marketing and is missing in your timeline, please contact Support for confirmation.
Jul 13, 10:08 CDT

Jul 19, 2020

No incidents reported.

Jul 18, 2020

No incidents reported.

Jul 17, 2020

[JX - Search] Results not returning

Resolved - No further issues with the search service have resurfaced. Considering this incident resolved.
Jul 17, 17:01 CDT

Monitoring - The search service has been brought back to health and is functioning once more. We will monitor for further occurrences before considering this issue resolved.
Jul 17, 11:27 CDT

Identified - The specific component of the search service preventing results from being returned has been identified. Work is ongoing to resolve the issue.
Jul 17, 10:44 CDT

Investigating - We are currently investigating an issue where search results are not returning. Updates to be provided as they come in.
Jul 17, 10:12 CDT

[Marketing] - LI video posts are failing.

Resolved - Our Engineering team has implemented a fix which has fixed this issue.
Jul 17, 15:07 CDT

Investigating - Our engineers identified and are actively investigating an issue with failed to publish LinkedIn video posts. If you have any questions or concerns, please contact our Marketing Support team.
Jul 17, 12:27 CDT

Jul 16, 2020

[Care] - Twitter Posts Failing to Publish

Resolved - We have observed that the issue has been resolved for our customers. We will continue to monitor the situation with Twitter.
Jul 16, 19:05 CDT

Monitoring - We are seeing improved publishing success rates, and Twitter had announced that most accounts should be able to Tweet again (https://twitter.com/TwitterSupport/status/1283562446196596737). We are closely monitoring the situation at our end currently. We will update our status page as soon as more information becomes available.
Jul 16, 00:59 CDT

Identified - Due to an ongoing issue with Twitter, posts to Twitter are failing to publish (see the statement from Twitter Support https://twitter.com/TwitterSupport/status/1283526400146837511). Our team will continue to monitor the situation
Jul 15, 17:42 CDT

[Marketing] - Twitter Posts Failing to Publish

Resolved - We have observed that the issue has been resolved for our customers. We will continue to monitor the situation with Twitter.
Jul 16, 19:02 CDT

Monitoring - We are currently still continuing to monitor the situation at our end. We will update our status page as soon as more information becomes available.
Jul 16, 00:17 CDT

Update - We are seeing improved publishing success rates, and Twitter announced that most accounts should be able to Tweet again (https://twitter.com/TwitterSupport/status/1283562446196596737). We are continuing to monitor the situation at our end currently.
Jul 15, 20:28 CDT

[Marketing] - Response Approvals degradation

Resolved - This incident has been resolved.
Jul 16, 16:01 CDT

Identified - In some instances, responses that should require approvals are being published before an approval is completed. Our engineers have identified the fix and are working to roll it out as soon as possible
Jul 16, 14:36 CDT

Jul 15, 2020

Jul 14, 2020

[Marketing - Instagram API] Posts failing to publish

Resolved - This incident has been resolved.
Jul 14, 16:04 CDT

Investigating - We are aware of an issue where IG posts are failing to publish, due to an issue with Instagram. We are continuing to monitor with Instagram and investigate with our engineers.
Jul 14, 10:27 CDT

Jul 13, 2020

Jul 12, 2020

No incidents reported.

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