[Marketing - Facebook API] Intermittent issue with FB private message
Identified - We have identified that this Social Marketing issue is related to the ongoing Facebook issue (https://developers.facebook.com/support/bugs/484143269217803/). We are actively monitoring the issue and we will provide further updates as and when they are available.
Dec 2, 07:37 CST
[Care - Facebook API] Intermittent issue with FB private message
Identified - We have identified that this Care issue is related to the ongoing Facebook issue (https://developers.facebook.com/support/bugs/484143269217803/). We are actively monitoring the issue and we will provide further updates as and when they are available.
Dec 2, 03:51 CST
Investigating - Our team observed an intermittent issue related to private messages via Facebook integration and as a result, users might face problems while replying to private messages. Our team is actively investigating it.
Dec 2, 03:14 CST
[Khoros Communities] Spammers targeting private messages
Update - Activity from this group seems to have slowed and we've not seen any communities hit over the last few days. For now, we'll keep this status open and continue to monitor. Please do contact Khoros Support immediately if you suspect any malicious behaviour.
Dec 1, 03:37 CST
Monitoring - The spammer group is still active but there are a variety of ways in which you can keep your community protected. We're keeping the following article updated with changes that you can make. If you have any questions please don't hesitate to contact Khoros Support.

https://community.khoros.com/t5/Community-Moderation/Spammers-targeting-private-messages/tac-p/615847
Nov 26, 05:32 CST
Investigating - We are aware of a group of spammers attacking some of our communities and exploiting the ability for newly registered users to send private messages. If the permissions on your community allow this please refer to the article below and if you notice any suspicious behaviour please contact Khoros support.

https://community.khoros.com/t5/Community-Moderation/Spammers-targeting-private-messages/ta-p/615325
Nov 23, 03:54 CST

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
Community Analytics ? Operational
CDN ? Operational
Community Mail ? Operational
AWS US Community Hosting ? Operational
AWS CDN (CloudFront) ? Operational
AWS EU Community Hosting ? Operational
Khoros Care Degraded Performance
AMER & APAC CARE Datacenter Operational
EMEA CARE Datacenter Operational
CARE Analytics Operational
Facebook API ? Degraded Performance
Twitter API ? Operational
Other APIs ? Operational
AMER CARE CRM Connector Operational
EMEA CARE CRM Connector Operational
Stage CARE CRM Connector Operational
CARE and Community Integration ? Operational
WeChat Operational
WhatsApp Operational
Khoros Marketing Degraded Performance
Social Marketing - 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 Degraded Performance
Khoros Corporate Operational
Atlas (Khoros Community) ? Operational
Khoros Case Management & Portal Operational
Khoros.com Website ? Operational
Khoros Developer Documentation Operational
JX Communities 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
Dec 2, 2020
[Khoros Marketing] - Degraded Performance in Mobile APP
Resolved - As part of the resolution, you will have to update the mobile device to the latest version and re-install the application to get the latest version.
We are resolving this incident now. As always, please feel free to reach out to Khoros Support for any assistance.
Dec 2, 11:10 CST
Update - We identified an issue of performance degradation in the Marketing mobile app. Some of the effects include failing to login and missing components in the navigation menu. Please note this is only occurring for iOS devices with versions older than 14.0 or due to old versions of the Marketing App. If you are experiencing this behavior, we recommend updating the iOS to the latest version or re-installing the APP to the latest version. If you have any questions or concerns, then please reach out to support@khoros.com. Our team is actively investigating the underlying cause, and we will provide updates once available.
Nov 6, 15:42 CST
Identified - We identified an issue of performance degradation in the Marketing mobile app. Some of the effects include failing to login and missing components in the navigation menu. Please note this is only occurring for iOS devices with versions older than 14.0. If you are experiencing this behavior, then we recommend updating the iOS to the latest version. If you have any questions or concerns, then please reach out to support@khoros.com. Our team is actively investigating the underlying cause, and we will provide updates once available.
Nov 6, 13:21 CST
Dec 1, 2020

Unresolved incident: [Khoros Communities] Spammers targeting private messages.

Nov 30, 2020
[Khoros Care] -“Rate Limit Exceeded” errors for Twitter DMs ?
Resolved - This incident has been resolved.
Nov 30, 16:24 CST
Monitoring - Twitter has confirmed the issue and has rolled back a recent change to resolve. We are currently monitoring.
Nov 30, 15:57 CST
Investigating - We have identified that users are facing issues when replying to Twitter DM's. We are currently investigating the issue
Nov 30, 14:22 CST
[Khoros Care] - Facebook private messages missing media/attachments
Resolved - We have received confirmation from our customers that this issue is resolved and our partners at Facebook have also resolved their bugs reported.
We are resolving this incident now. As always, please feel free to reach out to Khoros Support for any assistance.
Nov 30, 13:47 CST
Update - Here’s a further update on this issue. The three bugs listed in our previous update have been fixed by Facebook, although not all of them have been marked as “Fixed”. Some of our customers have confirmed they do not see the problem anymore. We’ll keep this incident open for some more time before resolving it.
Nov 26, 06:13 CST
Monitoring - Facebook has updated the relevant bugs to indicate that a fix has been rolled out, followed by other comments on the bugs indicating that this issue is no longer happening. We will continue to monitor the situation and provide any meaningful updates as they are available.
Nov 24, 11:06 CST
Identified - We have identified an issue where images and other attachments in Facebook private messages are not rendering in the conversation. This has been confirmed to be due to an issue where Facebook APIs are not providing the appropriate data. There are several open Facebook bugs tracking this issue:
* https://developers.facebook.com/support/bugs/393441492018560/
* https://developers.facebook.com/support/bugs/3429555877164638/
* https://developers.facebook.com/support/bugs/295852341483806/
We have escalated the issue to our contacts at Facebook, and are currently expecting a fix to be available in early December. We will continue to follow up on the status of the issue until it has been resolved.
Nov 23, 15:33 CST
Nov 29, 2020

No incidents reported.

Nov 28, 2020

No incidents reported.

Nov 27, 2020

No incidents reported.

Nov 26, 2020
[Khoros Community] AWS US-EAST-1 Region issue
Resolved - The issue was reported for AWS’s set up in the US-EAST region and did not impact Khoros in any possible way. We had been proactively monitoring the situation for the past several hours in case anything is reported on other AWS regions. So far, there have been none reported, and none of our customers have reported any performance issues as well.
We are resolving this incident for now. As always, please feel free to reach out to Khoros Support for any assistance.
Nov 26, 07:00 CST
Monitoring - Amazon Web Services (AWS) is facing an outage in US-EAST-1 Region. Khoros products are not affected by this issue. However, we are monitoring this issue closely to avoid any potential impacts on Khoros customers.
Nov 25, 13:46 CST
Nov 25, 2020
Nov 24, 2020
Community Analytics NA/US customers data outage
Resolved - This incident has been resolved.
Nov 24, 07:56 CST
Identified - Community Analytics Metrics Data may not be available for August 2020. Our team is actively working on it.
Nov 23, 11:24 CST
Nov 23, 2020
[Social Marketing Publishing] - Calendars failing to load published items
Resolved - This incident stands resolved now.
Nov 23, 11:41 CST
Investigating - We have identified an issue within the Marketing Calendar that is causing the page to display blank. We are actively working on it, and we will provide an update as soon as we have more information.
Nov 23, 10:55 CST
Nov 22, 2020
[Khoros Community] - AWS EU hosted communities
Resolved - The issue has been fixed by AWS and all the affected EU communities should be back up and running.
Nov 22, 12:54 CST
Monitoring - We are seeing a decrease in the error rate in our logs. We are currently monitoring this at our end till AWS confirms the fix.
Nov 22, 12:26 CST
Identified - We have identified an issue with AWS and we are currently working on all possible workarounds. We have also reached out to AWS to get this issue fixed as soon as possible. We will provide an update as soon as we have more information.
Nov 22, 11:37 CST
Investigating - We are currently seeing an issue with AWS EU hosted communities throwing 500 errors intermittently. Our Engineering team is working on this and we would provide an update as soon as we have more information on this.

https://status.aws.amazon.com/
Nov 22, 11:25 CST
Nov 21, 2020

No incidents reported.

Nov 20, 2020

No incidents reported.

Nov 19, 2020

No incidents reported.

Nov 18, 2020

No incidents reported.

Nov 17, 2020

No incidents reported.

Nov 16, 2020

No incidents reported.

Nov 15, 2020

No incidents reported.

Nov 14, 2020

No incidents reported.

Nov 13, 2020

No incidents reported.

Nov 12, 2020
[Community] Communities loading slow or not loading
Resolved - This incident has been resolved. Please reach out to Khoros support if you have any further queries.
Nov 12, 18:12 CST
Monitoring - The Issue is now resolved, and we continue to monitor the performance of the communities.
Nov 12, 15:34 CST
Identified - We have identified an issue causing a few communities to load slow or to have other performance issues. We are working to resolve this at the earliest.
Nov 12, 15:07 CST
[Marketing - Youtube API] Issues sourcing YouTube videos
Resolved - This incident stands resolved now.
Nov 12, 07:48 CST
Identified - We identified a change in the YouTube APIs that caused this issue and are currently working to resolve it at the earliest. Thank you for your patience as we work through this issue.
Nov 12, 07:38 CST
Monitoring - We are currently monitoring an issue with YouTube APIs that prevent us from sourcing videos into Experiences and Intelligence platform successfully. We will be sharing further updates as we learn them here.
Nov 12, 00:40 CST
Nov 11, 2020

No incidents reported.

Nov 10, 2020

No incidents reported.

Nov 9, 2020
[Khoros Care] - Unable to respond to whatsapp
Resolved - This incident has been resolved.
Nov 9, 04:45 CST
Identified - We have identified the issue and we are working actively to resolve the issue. We will provide more information as it becomes available. Thank you for your patience.
Nov 5, 11:11 CST
Investigating - We are investigating reports of some customers being unable to send WhatsApp messages. Some users may also see error messages indicating that they are outside of their 24-hour response window before 24 hours have passed. We will provide more information as we learn more about our investigation. Thank you for your patience.
Nov 4, 17:44 CST
Nov 8, 2020
[ Khoros - JX ] JX Cloud site display issue
Resolved - We are marking this issue as resolved now. In case of any issues or you need further assistance, please feel free to reach out to Khoros Support.
Nov 8, 23:56 CST
Monitoring - The affected JX Cloud communities are loading fine. The issue looks resolved. We’ll continue to monitor for some time before resolving this incident.
Nov 8, 22:09 CST
Identified - Khoros has identified the issue and made some backend changes to resolve the issue. The changes will take approx 5 hours to reflect and for the sites to function normally.
Nov 8, 14:54 CST
Investigating - JX Cloud sites are currently experiencing a display issue. Our team is investigating the issue.
Nov 8, 10:51 CST
Nov 7, 2020

No incidents reported.

Nov 6, 2020
[Khoros - Case Portal] New Functionality Rollout on 06-Nov-2020
Resolved - We rolled out new functionality to the case portal. Please go through the Atlas blog article for more details, link is provided below: https://community.khoros.com/t5/Khoros-Customer-Blog/Case-Portal-Updates-Nov-2020/ba-p/612932
Nov 6, 10:42 CST
Identified - We will be rolling out new functionality to the case portal on 06-Nov-2020 at 3:00 PM GMT (7:00 AM PST).

As soon as the changes are deployed, a blog article will be published on Atlas detailing the changes made. We'll update this thread with a link to the Atlas blog article. During this time, the Case Portal will be inaccessible for a short time.

If you experience any issues, please file a case through support@khoros.com or if you're experiencing a Severity 1 outage you should reach us through outage@khoros.com
Nov 5, 22:21 CST
[Marketing - Care] Unable to access care platform
Resolved - This incident has been resolved.
Nov 6, 07:40 CST
Monitoring - Our Engineering team has fixed the issue and services are restored, our team is actively monitoring the system further.
Nov 6, 06:35 CST
Investigating - Our team identified that care is not accessible and working to resolve the issue. We will share an update once we have more information.
Nov 6, 06:10 CST
Nov 5, 2020
Nov 4, 2020
Nov 3, 2020

No incidents reported.

Nov 2, 2020
[ Marketing - Social Inbox & Care ] Images are missing in FB private messages
Resolved - Our team has fixed the issue and FB pm images should be ingesting correctly now. Additionally, we are working to ingest all the FB pm images prior to the fix.
Nov 2, 12:14 CST
Investigating - We identified an issue with images missing in recent FB private messages from Social Inbox and Social Care. Our team is actively investigating the underlying cause, and we will provide updates once available.
Oct 30, 13:22 CDT
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