Khoros Marketing - Intelligence: Facebook API is impacting the ability to source unowned content in Intelligence / Experiences
Update - This is still an ongoing issue and we are in touch with Facebook to fix it.
Oct 30, 19:01 PDT
Update - We are continuing to work on a fix for this issue.
Oct 25, 12:02 PDT
Identified - We are continuing to work on a fix for this issue
Oct 23, 16:19 PDT
Investigating - A Facebook API Outage is currently impacting the ability to source content from pages not owned by your brand. We are in communication with Facebook and will provide updates.
Oct 23, 14:41 PDT
Khoros Marketing - Intelligence: Outage for the Intelligence Component
Update - Our Social Marketing Operations and Engineering teams are still investigating this issue.
Oct 30, 18:53 PDT
Update - We are continuing to investigate this issue.
Oct 25, 12:02 PDT
Investigating - The Khoros Social Marketing Operations and Engineering teams are currently investigating an issue impacting data within the Intelligence platform for Instagram Data. As we uncover more details they will be shared here.
Oct 21, 08:23 PDT
Khoros Marketing - Conversations: Facebook API issue causing Publishing failures for some Video Posts
Update - Our Engineering team is still investigating this issue.
Oct 30, 18:49 PDT
Update - We are continuing to work on a fix for this issue.
Oct 24, 15:56 PDT
Identified - We have identified an issue with Social Marketing products that a current issue with FB's API is causing certain posts to fail. if you run into this please attempt to republish the content and if it continues to fail. Feel free to reach out to support and we will work to verify
Oct 24, 15:51 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 Operational
AMER & APAC Community Datacenter ? Operational
EMEA Community Datacenter ? Operational
LSI ? Operational
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 Partial Outage
Conversations - APP Operational
Conversations - VPC Operational
Conversations - APP3 Operational
Conversations - Financial Export Service Operational
Intelligence Partial Outage
Experiences Partial Outage
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 - Studio Publishing will temporarily be unavailable during the November 14th maintenance window Nov 14, 15:59-20:00 PST
Studio publish will be temporarily unavailable in the European maintenance window on November 14th (3:59pm - 8pm PST) as we move certain infrastructure pieces to our new public cloud environment. Once the window has ended, studio publishing access will be restored.

Date: 11/14/2019
Time: 3:59pm - 8:00pm PST, 11:59pm - 4:00am GMT
Duration: 4 hours
Impact: Studio publishing unavailable
Posted on Nov 4, 08:37 PST
Past Incidents
Nov 13, 2019

No incidents reported today.

Nov 12, 2019
[JX - PHX] Search is not pulling in recent content
Resolved - This incident has been resolved.
Nov 12, 18:50 PST
Monitoring - PHX Search is pulling the recent content, We will be closely monitoring the environment.
Nov 11, 18:40 PST
Update - We continue to escalate to bring this issue to a resolution. Significant updates will be delivered as we have them.
Nov 7, 09:06 PST
Identified - It has been identified that content created over the last few days is not being indexed, causing it to be unable to be found via the search functionality.

The necessary resources have been re-engaged, further updates will be followed as we progress.
Oct 31, 04:11 PDT
[JX - PHX DES] Login failing
Resolved - DES data is current now.
Nov 12, 18:48 PST
Monitoring - Logins to DES are now successful again. Data may not be current depending on the amount of activity experienced during the downtime. For most communities, this will resolve within the next few hours.

We will monitor for any recurrence.
Nov 12, 11:34 PST
Investigating - We are currently investigating the PHX DES login giving 504 errors.

Updates will be delivered as we have them.
Nov 12, 11:17 PST
Nov 10, 2019

No incidents reported.

Nov 9, 2019

No incidents reported.

Nov 8, 2019

No incidents reported.

Nov 6, 2019

No incidents reported.

Nov 5, 2019

No incidents reported.

Nov 4, 2019
[JX] PHX Data Export Service (DES) issues
Resolved - Lag with the DES data is fixed and Data is current now.
Nov 4, 19:07 PST
Identified - We observed a lag in DES data, Concerned teams are involved and working towards resolving the issue.

We will keep you posted on further updates.
Oct 31, 04:18 PDT
Update - We are continuing to monitor for any further issues.
Oct 31, 04:14 PDT
Monitoring - The back-end services have been brought back to health and data is flowing into DES correctly once more. You may find that data will be catching up to the current time depending on the amount of activity your community received during the time where data was not being ingested. This is expected behavior and will catch up.

We will monitor for further complications for a time before considering these issues closed.
Oct 29, 06:56 PDT
Update - The certificates have been updated and are no longer displaying an error related to the SSL. Please note that the PHX UI, and the underlying API are still not fully functioning at this time.

We will continue to deliver updates as we have them.
Oct 28, 15:47 PDT
Identified - The PHX and AMS DES SSL certificate have expired which are preventing scripts that query the API unusable. The necessary teams have already been engaged.

Note that while the AMS UI is up, the PHX UI is down.

Updates to be delivered as we have them.
Oct 28, 09:32 PDT
[Community - LSI] CSV Export Unavailable in North America
Resolved - This issue is resolved.
Nov 4, 06:49 PST
Monitoring - Communities hosted in North America's Lithium Social Intelligence push has been back-port is completed, CSV export is working as expcted. Hence we are monitoring the results.
Nov 4, 00:24 PST
Identified - Our Engineering team has identified the issue, which was refraining users from CSV export.
We are working towards back-porting the changes that were pushed as part of new feature deployment.

Further updates will be followed.
Nov 3, 22:18 PST
Investigating - We are currently looking into an issue where LSI for North American hosted communities is showing “An Unexpected Error has occurred.”

Our engineering team is aware and looking into the issue.
EMEA hosted communities are unaffected by this issue.
Nov 3, 20:10 PST
Nov 2, 2019
Khoros Marketting - Issue on authenticating Ads accounts
Resolved - Working with a change within Facebook's API, the Khoros Social Marketing Operation and Engineering teams delivered a fix that will allow authentication of Ads accounts. If you run into any issues authenticating Ads accounts or encounter this error please reach out to Support.
Nov 2, 11:51 PDT
Monitoring - A fix for this issue has been rolled out. we are actively monitoring it over the weekend.
Nov 2, 02:54 PDT
Identified - we have a new Identified issue authenticating Ads accounts and investigating the cause
Nov 1, 14:34 PDT
Nov 1, 2019
Platform Performance Degradation in Social Marketing
Resolved - This incident has been resolved.
Nov 1, 17:11 PDT
Monitoring - Khoros Social Marketing issue has been resolved. We are closely monitoring the performance
Nov 1, 10:38 PDT
Investigating - We are currently investigating issues related to the performance degradation in Social Marketing.
Nov 1, 08:10 PDT
Oct 30, 2019
Khoros Marketing - Conversations: Inbox Streams not loading
Resolved - This incident has been resolved.
Oct 30, 08:47 PDT
Monitoring - Issue has been fixed by our Engineering team. We are currently monitoring this.
Oct 28, 13:26 PDT
Update - We are continuing to work on a fix for this issue.
Oct 28, 10:54 PDT
Identified - Hi,

Our Team has identified elastic search issue in APP environments. Engineering team is working to fix the issue.
Oct 28, 10:53 PDT
[JX - PHX] Search is not pulling in recent content
Resolved - Monitored the environment no issues were found. Hence closing the it.
Oct 30, 02:26 PDT
Monitoring - Search issue with not pulling the recent content has been fixed.
We will be closely monitoring the environment now.
Oct 29, 01:18 PDT
Update - We continue to work with the teams involved on resolving this issue. Updates to be delivered as we have them.
Oct 28, 08:23 PDT
Identified - It has been identified that content created over the last few days is not being indexed, causing it to be unable to be found via the search functionality.

The necessary resources have been engaged and we will provide updates as we have them.
Oct 24, 14:18 PDT
Oct 28, 2019
[JX - PHX] Cloud Analytics partial outage
Resolved - We have been informed that these issues have been resolved. Please open a support case if you find this to not be the case for your site.
Oct 28, 07:10 PDT
Identified - We are aware of issues surrounding the Cloud Analytics service. This is affecting the visibility of Impact Metrics on posts and may be affecting Community Manager Report (CMR) functionality.

The proper resources have been engaged and are working to resolve these issues.
Oct 25, 07:20 PDT
Oct 27, 2019

No incidents reported.

Oct 26, 2019

No incidents reported.

Oct 25, 2019
Khoros Marketing - Monitoring of Approvals
Resolved - Publishing Approvals Outage Resolved: A summary analysis of root cause can be found at https://community.khoros.com/t5/Khoros-Marketing-Blog/Outbound-Messaging-Publication-Approval-Service-Degradation/ba-p/550025.
Oct 25, 11:52 PDT
Update - Update - A current summary analysis can be found here: https://community.khoros.com/t5/Support-Forum/Social-Marketing-Approvals-Service-Update/td-p/547877
Oct 10, 09:06 PDT
Monitoring - Monitoring - While the Khoros Social Marketing Engineering team have processed posts affected by Approvals Workflow degradation, some existing messages may still appear stuck in approval status, and may not appear in the Approvals tab.

Any scheduled message will transition to Error status automatically if it has passed its scheduled time by more than one hour.
Oct 8, 16:31 PDT
Oct 24, 2019
[JX] PHX and AMS Data Export Service are not ingesting new data
Resolved - The core issue has been resolved and data ingestion continues to function as expected. Depending on the level of individual site activity, data may still be catching up for your instance which is normal for this type of event.
Oct 24, 08:58 PDT
Update - There were issues with the underlying infrastructure that have been resolved. We are now monitoring for data to catch up over the period it was down.
Oct 23, 11:35 PDT
Monitoring - There were issues with the underlying infrastructure that have been resolved. We are now monitoring for data to catch up over the period it was down.
Oct 23, 11:33 PDT
Investigating - We are currently investigating cases of data not being ingested into the PHX and AMS Data Export Service (DES) sites. The tool is up and previous data is available for analysis, only new data since the evening of October 22nd will not be present.

We will come back with any updates as we have them.
Oct 23, 11:12 PDT
Oct 22, 2019

No incidents reported.

Oct 21, 2019
Investigation: Degradation, impact major..... all 3 Environments for Conversations
Resolved - Resolving this, as no further outage has been reported.
Oct 21, 13:54 PDT
Update - This incident has been resolved. We are closing monitoring
Oct 21, 12:45 PDT
Monitoring - The engineering team has confirmed that now it is fully functional. We will keep monitoring for some time.
Oct 21, 12:40 PDT
Update - We are continuing to work on a fix for this issue.
Oct 21, 09:59 PDT
Identified - The Operations and Engineering teams working this issue have uncovered an issue causing within the Social Inbox and Social Care Module within the Social Marketing platform and are currently working to resolve this. As soon as we have more details or resolve this, this status page will be updated.
Oct 21, 09:49 PDT
Investigating - Khoros Social Marketing Operations and Engineering teams are investigating slow loading or timeouts loading certain elements of the Social Marketing Inbox and Care Module components. As we uncover more details we will update this status
Oct 21, 09:39 PDT
Oct 20, 2019

No incidents reported.

Oct 19, 2019

No incidents reported.

Oct 18, 2019

No incidents reported.

Oct 17, 2019

No incidents reported.

Oct 16, 2019

No incidents reported.

Oct 15, 2019

No incidents reported.

Oct 14, 2019

No incidents reported.

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