Khoros Status

[Khoros Care] - Analytics Degraded Service

Investigating - The Agent Activities system has been experiencing intermittent processing issues. App Utilization & Handle Time metrics in exports and dashboards may display incorrect or no data. We are working on a resolution.
Mar 26, 09:37 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 Degraded Performance

AMER & APAC SMM Datacenter Operational

EMEA SMM Datacenter Operational

SMM Analytics Degraded Performance

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

Marketing Mobile Apps Operational

Social Marketing Account Administration Operational

Social Marketing Analytics Operational

Social Marketing Approvals Operational

Social Marketing Publishing Operational

Social Marketing Social Inbox 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

Past Incidents

Mar 28, 2020

No incidents reported today.

Mar 27, 2020

[Khoros Marketing]-Delay in pushing out verification codes for MFA logins.

Resolved - The issue is resolved and there is no delay in receiving the code for MFA.
Mar 27, 14:43 PDT

Investigating - We are experiencing a delay in pushing out verification codes for MFA logins. This only affects users logging in using username and PW credentials. Our team is actively investigating the underlying cause. We will provide additional updates once available.
Mar 27, 14:26 PDT

[JX - PHX] User Profile page functionality is unavailable.

Resolved - The permanent fix has been deployed and User Profile page functionality should now be working as expected.

Please reach out to us via support case if you are facing any issue.
Mar 27, 05:14 PDT

Identified - While a permanent fix is still on the way, a workaround is available by toggling an admin setting. Please reach out via your support case if you would like to explore this option.
Mar 25, 08:48 PDT

Investigating - User profile page functionality for PHX customers is unavailable and We are actively working on restoring this functionality.

We will keep you posted on further updates.
Mar 17, 06:17 PDT

Mar 25, 2020

Users unable to access Developer Documentation

Resolved - The ability for users to access the developer documentation has been restored. Thank you for your patience.
Mar 25, 16:13 PDT

Investigating - At this time, users are unable to access the Khoros developer documentation. We are currently investigating this issue and will update as additional information becomes available.
Mar 25, 07:38 PDT

Mar 24, 2020

[Khoros Care] - Frequent Facebook Integration Failures

Resolved - This incident has been resolved.
Mar 24, 13:55 PDT

Monitoring - While the underlying Facebook issue with token invalidation error has not yet been resolved, we have deployed a fix to bypass the incorrect error being returned by Facebook to prevent any further spurious token invalidations.
Mar 16, 08:32 PDT

Investigating - We are currently investigating reports of frequent Facebook integration failures in the Khoros Care application. In the interim, please perform a reconnect as a workaround. We will share more updates as they become available.
Mar 12, 05:04 PDT

[Khoros Marketing]- Facebook Threaded Replies not appearing correctly

Resolved - This incident has been resolved.
Mar 24, 08:59 PDT

Monitoring - Facebook appears to have addressed the issue. We are currently monitoring to ensure this is resolved.
Feb 27, 08:16 PST

Identified - "Khoros Marketing has identified a known issue with Facebook's API whereby threaded replies are not displayed as expected on Facebook in both the browser and mobile versions natively.

Please note that replies are publishing successfully from Khoros Marketing however they may not appear visible to all users or the page on Facebook.

A link to the Facebook bug can be found here: https://developers.facebook.com/support/bugs/602017800378913/

We will update our status page once Facebook informs Khoros of a resolution to the issue"
Feb 12, 22:07 PST

Mar 23, 2020

No incidents reported.

Mar 22, 2020

No incidents reported.

Mar 21, 2020

No incidents reported.

Mar 20, 2020

No incidents reported.

Mar 19, 2020

No incidents reported.

Mar 18, 2020

No incidents reported.

Mar 15, 2020

No incidents reported.

Mar 14, 2020

No incidents reported.

Mar 13, 2020

[JX - AMS Search] Search not returning results

Resolved - Closing out this issue as functionality has remained stable.
Mar 13, 14:13 PDT

Monitoring - The search functionality has been restored. Please reach out via support case if you are still seeing issues.

We will monitor for a reoccurrence for a time before considering this issue fully resolved.
Mar 12, 14:24 PDT

Identified - The cause has been identified and is being worked by the team to restore normal functionality.

Updates to follow as they are available.
Mar 12, 07:25 PDT

Investigating - We have received reports of search functionality not returning results and are actively working on restoring this functionality. This is affecting all AMS customers.

We will update as soon as we have one.
Mar 10, 09:12 PDT

Mar 11, 2020

No incidents reported.

Mar 9, 2020

No incidents reported.

Mar 8, 2020

No incidents reported.

Mar 7, 2020

No incidents reported.

Mar 6, 2020

[JX - PHX DES] Login failing

Resolved - The service has remained stable and we are resolving this incident.

Any lag with most recent data is still to be expected for some communities as heavier daily activity on the platform requires more time to catch up.
Mar 6, 08:17 PST

Monitoring - The issue has been cleared up. Data will take time to process and therefore will need to catch up to the current time, this is to be expected along with some response slowness.

We will monitor for any reoccurrence over the next 24 hours, which is not expected to occur.
Mar 5, 08:17 PST

Identified - Attempting to log into the PHX DES (Data export service) is returning non-standard web response codes. The cause has been identified and is actively being worked.

Updates will be delivered as we have them.
Mar 5, 07:49 PST

Mar 4, 2020

Access to Khoros Marketing Mobile App Remains Suspended

Resolved - The iOS Khoros Marketing app is now available for all users. To use the app, please download the latest version of the app (version 3.38.0) from the Apple App Store. This version of the app will require the same login flow as the web-based Khoros Marketing platform with an email-based verification code.

Thank you for your patience and partnership.

We are actively working on releasing the Android version of the Marketing app. The Capture and Vault app for iOS and Android will follow shortly as well.
Mar 4, 16:04 PST

Update - Access to the Khoros Marketing mobile app remains suspended for non-SSO users while we work to align the recent security enhancements to our platform with the app. Development is underway and we will provide another update for non-SSO customers on Monday, March 9th.
Mar 3, 12:43 PST

Update - Customers that utilize SSO have restored access to our mobile app. For other users, access to the Khoros Marketing mobile app is suspended while we work to align the recent security enhancements to our platform with the app. We will update you on the timing of mobile app re-enablement for non-SSO customers on Friday, February 28.
Feb 24, 17:07 PST

Update - Customers that utilize SSO have restored access to our mobile app. For other users, access to the Khoros Marketing mobile app is still suspended while we work to align the recent security enhancements to our platform with the app. We will update you on the timing of mobile app re-enablement for non-SSO customers on Wednesday, 2/19/20.
Feb 18, 16:56 PST

Update - Customers that utilize SSO now have restored access to our mobile app. For other users, access to the Khoros Marketing mobile app is suspended while we work to align the recent security enhancements to our platform with the app. We will update you on the timing of mobile app re-enablement for non-SSO customers on Friday, 2/14/20.
Feb 13, 10:31 PST

Update - We are conducting final security checks to allow access to the mobile app for customers who utilize SSO; we anticipate access for SSO users being re-enabled shortly. For other users, access to the Khoros Marketing mobile app is suspended while we work to align the recent security enhancements to our platform with the app. We will update you on the timing of mobile app re-enablement for non-SSO customers on Thursday, 2/13/20.
Feb 12, 12:40 PST

Update - Customers that utilize SSO will have restored access to the Khoros Marketing mobile app very soon. For other users, access to the Khoros Marketing mobile app is suspended while we work to align the recent security enhancements to our platform with the app. We will update you on the timing of re-enablement on Wednesday, 2/12/20.
Feb 11, 19:07 PST

Update - Access to the Khoros Marketing mobile app is suspended while we work to align the recent security enhancements to our platform with the app. We will update you on the timing of re-enablement on Tuesday, 2/11/20.
Feb 10, 15:20 PST

Identified - Access to the Khoros Marketing mobile app is suspended until further notice while we work to align the recent security enhancements to our platform with the app. We will provide an updated timeline early next week for restoring access to the app.
Feb 8, 20:25 PST

[Khoros Care] - Twitter API

Resolved - This incident has been resolved. The affected time period was from 4:45 UTC to 5:29 UTC.
Mar 4, 09:41 PST

Monitoring - We are experiencing intermittent service from Twitter that we are monitoring.
Mar 3, 15:04 PST

Mar 3, 2020

[Khoros Care] - Disruption in service for Facebook

Resolved - This incident has been resolved.
Mar 3, 14:57 PST

Monitoring - Facebook service disruption issue has been corrected, and API connectivity is restored. We are working on auditing and confirming across all affected customer environments, and correcting any remaining failures. Any Facebook integrations showing error state (via red exclamation mark) can be reconnected, if needed. Please notify Support if you are continuing to experience problems with Facebook.
Feb 28, 07:25 PST

Investigating - We are currently experiencing a disruption in service for Facebook social handles. Customers in the US region may see delays with incoming Facebook content or may experience error messages while attempting to respond to Facebook messages. Our Engineering team is actively investigating this issue.
Feb 28, 06:38 PST

[Khoros Marketing] - Mismatch of Facebook follower counts within Facebook and Khoros

Resolved - The issue has been fixed and the system is functional as expected.
Mar 3, 11:49 PST

Identified - The follower counts that Facebook is sending Khoros does not match the native count. Facebook has been notified of the issue. You can follow the public ticket by logging into Facebook here: https://developers.facebook.com/support/bugs/224713465595675/
Feb 28, 13:08 PST

Mar 2, 2020

[Marketing]-APP Environment Analytics Delayed

Resolved - The issue with delayed analytics data has been resolved.
Mar 2, 07:43 PST

Update - We have identified the issue and are actively working on a resolution as well as putting measures in place to prevent it from happening again.
Feb 25, 13:28 PST

Identified - Due to an issue with one of our production datastores, metrics generated after Friday 11am for customers on app.spredfast.com are temporarily unavailable. We are actively working on a solution and will provide an update to our status page on Tuesday, February 25.
Feb 24, 11:55 PST

Mar 1, 2020

[Khoros Marketing]-Promotions access is suspended.

Resolved - This incident has been resolved.
Mar 1, 10:49 PST

Monitoring - The access and functionality of the Khoros Promotions has been restored and all users can access the platform now.
Mar 1, 09:09 PST

Update - We are performing final security validations on Khoros Promotions. We appreciate your patience as we execute our security protocols; we will update you on the timing of re-enablement on Friday, February 28.
Feb 24, 17:14 PST

Identified - We are performing final security validations on Khoros Promotions. We appreciate your patience as we execute our security protocols; we will update you on the timing of re-enablement on Monday, February 24.
Feb 20, 13:30 PST

Feb 29, 2020

No incidents reported.

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