All Systems Operational

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 Operational
AMER & APAC CARE Datacenter Operational
EMEA CARE Datacenter Operational
CARE Analytics Operational
Facebook API ? Operational
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
Secure Verification Operational
Khoros Marketing Operational
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 Operational
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
Mar 8, 2021

No incidents reported today.

Mar 7, 2021

No incidents reported.

Mar 6, 2021

No incidents reported.

Mar 5, 2021
[Marketing - Inbox & Care] Issues while accessing the system
Resolved - Our engineering team confirms that the system is stable and functioning as expected, and we have also heard back about the resolution from few customers who were affected.
We are resolving this incident now. As always, please feel free to reach out to the Khoros Support team for any assistance.
Mar 5, 06:21 CST
Identified - We have identified the issue and implemented a fix for the same. Customers should start seeing improvements now, and we are actively working to stabilize the system. We will update you further soon.
Mar 5, 05:41 CST
Investigating - We are seeing a technical problem with Khoros Marketing Social Inbox and Care modules. The Inbox doesn’t load and displays an error. We are actively investigating the problem at the moment and we will keep you posted further.
Mar 5, 05:08 CST
Mar 4, 2021

No incidents reported.

Mar 3, 2021
[Community Analytics] First Reply & Solutions Accepted metrics affected for Feb 12-Feb 22
Resolved - This incident stands resolved, and we confirm that First Reply and Solutions Accepted Metrics data is available as expected now.
Mar 3, 02:54 CST
Investigating - Our Engineering team observed that data is missing for First Reply and Solutions Accepted Metrics in Community Analytics from Feb 12 - Feb 22 for NA customers. Our team is actively investigating it, and we will keep you updated when we have more information.
Mar 2, 01:55 CST
Mar 2, 2021
[Care & Marketing - Australia] Facebook has banned Australian news from being posted
Resolved - At this time, we are removing this information from our status page. If you need any clarification, please feel free to reach out to your CSM or Khoros Support team.
Mar 2, 12:00 CST
Monitoring - The Facebook News link with detailed information on the ban is as follows:
https://about.fb.com/news/2021/02/changes-to-sharing-and-viewing-news-on-facebook-in-australia/

If you're in Australia and believe you may be impacted by the FB page news ban in error, you can appeal this with Facebook, and please also reach out to your CSM to escalate this.

The appeal process can be found here:
https://www.facebook.com/help/346366453115924?helpref=related&ref=related&source_cms_id=711867306096893

Note: The ban impacts Facebook pages only, Instagram is not impacted.
Feb 19, 16:27 CST
[Community Analytics] Few metrics affected Feb 11-Feb 22 for NA region
Resolved - Backfill of metrics from Feb 12 has been completed, all data is available now.
Mar 2, 00:11 CST
Update - We confirm that backfilling of the metrics completed from February 12 to February 22 period. Further, we identified that February 11 data was also impacted, and backfilling is in progress for February 11 now, which will be completed by March 1.
We are actively monitoring it. We will keep you posted when we have more information.
Mar 1, 07:02 CST
Update - As the investigation progressed, we identified few metrics are affected from Feb 12-Feb22 which is limited to email, first reply, and solutions accepted.
We have a fix is in place which will take effect starting from Feb 23.
Backfill of metrics from Feb 12 is in progress and ETA for completion is Feb 28. We will keep you posted further when we have updates.
Feb 24, 02:57 CST
Identified - We identified an issue with the community analytics data pipeline where certain metrics are affected across customers since Feb 12. The count is shown as 0. We have a fix is in place which will take effect starting from Feb 23. Also backfill of metrics from Feb 12 is in progress and ETA for completion is Feb 27. We will keep you posted further when we have updates.
Feb 23, 09:37 CST
Mar 1, 2021
[Khoros Marketing] - Degraded Performance in Agent Inbox & Social Inbox
Resolved - The issue has been resolved, now social inbox and agent inbox loading fine.
Mar 1, 23:21 CST
Investigating - Our Team observed an issue where some users may be experiencing slowness in accessing Agent Inbox. Our engineers are aware of the problem and are working to resolve the issue as soon as possible.
We will keep you posted with further updates as available
Mar 1, 14:07 CST
Feb 28, 2021

No incidents reported.

Feb 27, 2021

No incidents reported.

Feb 26, 2021
[Care - Multiple Social Channel] Unable to respond to conversations
Resolved - Our Engineering team has confirmed the issue to be fully resolved. We are marking this incident as resolved now. Please feel free to reach out to Khoros Technical Support for any further assistance.
Feb 26, 11:16 CST
Monitoring - The issue has been resolved. Our system tests confirm we are back to normal and we are also receiving customer confirmations. We are monitoring the issue for the moment and will update this incident in the next 30-40 minutes.
Feb 26, 10:36 CST
Update - As we progressed with the investigation, we identified, this is affecting multiple social channels (Facebook, IG, Brand Messenger, and Twitter).
We are investigating the issue further, and we will keep you posted.
Feb 26, 09:06 CST
Investigating - We are observing an issue with the Brand Messenger. As a result, you will not be able to respond to the conversations. We are investigating the issue, and we will update you further when we have more information.
Feb 26, 08:06 CST
Feb 25, 2021

No incidents reported.

Feb 24, 2021
Feb 23, 2021
Feb 22, 2021

No incidents reported.

Feb 21, 2021
[Khoros - Community] Mail notification service maintenance for U.S. hosted customers
Completed - The scheduled maintenance has been completed.
Feb 21, 20:00 CST
Verifying - Active maintenance is complete, and we’ll be monitoring it over the rest of the weekend.
Feb 20, 15:34 CST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 19, 20:03 CST
Scheduled - This to inform you of upcoming maintenance to our notification service scheduled for Friday, February 19th, 2021 at 6:00 pm PST. This maintenance will be for customers hosted in the U.S. and is expected to be completed by the weekend.

There will be no downtime and the community application will remain online. However, emails, the notification feed, and real-time notifications will be delayed and/or non-functional during the maintenance. There will be no data loss and any actions pertaining to email or notifications will be delivered after maintenance is concluded.

If you have any questions related to this maintenance, please don't hesitate to reach out to support by contacting support@khoros.com.
Feb 19, 20:00 CST
Feb 20, 2021
Feb 19, 2021
Feb 18, 2021

No incidents reported.

Feb 17, 2021
[Care & Marketing - Facebook API] Facebook and IG accounts getting De-authenticated
Resolved - Facebook has notified us that the issue that caused a large number of invalidated tokens has been fixed and should not happen again. We are recommending that you reconnect any affected integrations if not already done before.
Given the response from Facebook and the available next steps for reconnect/re-authenticating the pages, we are closing this incident. Please reach out to Khoros Support for any further assistance.
Feb 17, 12:36 CST
Monitoring - We have been following up on the Facebook bug which still remains open. In the meantime, we have been advised that reconnecting the integration should generate a valid token and help resolve the issue.
For any queries regarding reconnecting the integration, please feel free to reach out to Khoros Support.

We will continue to provide further updates as needed.
Feb 4, 18:30 CST
Update - We are actively tracking the progress with the Facebook team. We will keep you posted when we have an update from the Facebook side.
Feb 3, 12:39 CST
Update - We are continuing to work on a fix for this issue.
Feb 3, 12:05 CST
Identified - Our team has identified a known issue where FB and IG accounts are being de-authenticated due to invalid sessions. We are following the issue with Facebook Support actively on https://developers.facebook.com/support/bugs/106418211305387

We will keep you posted on any updates once available.
Feb 2, 13:53 CST
[Khoros - Community] Delays with mail delivery for SendGrid
Resolved - This incident stands resolved, and the affected service is back to normal. As always, please feel free to reach Khoros Support team in case you need any assistance.
Feb 17, 02:47 CST
Investigating - Our team observed an issue with send grid service causing delays in mail delivery for EMEA and AMER customers. Customers using DKIM mail are unaffected.

Sendgrid is currently investigating the issue and can be tracked here
https://status.sendgrid.com/incidents/sv0vp5bxj0rn

General information on Khoros mail and mail options can be found here
https://community.khoros.com/t5/Community-FAQ-s-from-Support/What-options-does-Khoros-provide-for-mail-delivery/ta-p/609592
Feb 16, 14:42 CST
Feb 16, 2021
Feb 15, 2021

No incidents reported.

Feb 14, 2021

No incidents reported.

Feb 13, 2021
[Khoros Community] Community Analytics NA Data Delayed for Feb 11
Resolved - This incident has been resolved and the data is available now.
Feb 13, 05:49 CST
Update - Data is up to date for all the metrics now except Chi and Email Metrics, and ETA for them to indexed is 13th Feb. We will keep you updated when we have more info.
Feb 12, 11:49 CST
Identified - Community Analytics (LSI) data for all communities for the NA region is delayed for Feb 11 due to an infrastructure outage. The issue was identified, and remediation in progress. Data should be available by ~ 17:00 GMT
Feb 12, 02:27 CST
Feb 12, 2021
Feb 11, 2021

No incidents reported.

Feb 10, 2021

No incidents reported.

Feb 9, 2021

No incidents reported.

Feb 8, 2021

No incidents reported.

Feb 7, 2021

No incidents reported.

Feb 6, 2021
[Khoros - Community] Community Analytics data delayed for 5th February
Resolved - Data is available now. We are resolving this incident now. As always, please feel free to reach Khoros Support in case any assistance is needed.
Feb 6, 18:21 CST
Identified - Our Community Analytics team has identified that the data is delayed for 5th February for the NA region. The data Processing jobs in Progress now and the estimated time to complete is 14:30 GMT. We will keep you posted on any updates once available.
Feb 6, 03:27 CST
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