Khoros Status

Khoros Marketing - Monitoring of Approvals

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

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 Degraded Performance

Conversations - APP Degraded Performance

Conversations - VPC Degraded Performance

Conversations - APP3 Degraded Performance

Conversations - Financial Export Service Operational

Intelligence Operational

Experiences Operational

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

Past Incidents

Oct 17, 2019

No incidents reported today.

Oct 16, 2019

No incidents reported.

Oct 15, 2019

No incidents reported.

Oct 14, 2019

No incidents reported.

Oct 13, 2019

No incidents reported.

Oct 12, 2019

No incidents reported.

Oct 11, 2019

No incidents reported.

Oct 9, 2019

JX - PHX DES login is down

Resolved - The issue is resolved and DES Data is current now.
Oct 9, 00:55 PDT

Monitoring - The PHX instance of DES is accessible again. Data may not be current as the system works to catch up to the present on the activities performed during the downtime.
Oct 8, 07:25 PDT

Investigating - Attempts to log in to the PHX instance of DES is resulting in login errors, returning 504 responses. We have escalated the issue with the proper resources and are working to have this brought back as soon as possible.
Oct 7, 07:28 PDT

Oct 8, 2019

Khoros Marketing - Issue with Approvals

Resolved - This incident has been resolved. We are caught up with message processing. Accordingly, new messages should have approvals applied properly and approvals should be visible in the requisite tabs.
Oct 8, 14:29 PDT

Identified - Khoros Social Marketing Engineering team have identified and fixed the initial root cause affecting Workflow Approvals, though some existing messages may still appear stuck in approval status, and may not appear in the Approvals tab.
While we work to re-establish missing components of existing messages, newly created messages may continue to appear affected by other residual issues, which we are actively working to resolve.
Any scheduled message will transition to Error status automatically if it has passed its scheduled time by more than one hour.
Oct 8, 13:06 PDT

Oct 7, 2019

Khoros Care Twitter CSAT Issues

Resolved - This incident has been resolved.
Oct 7, 09:16 PDT

Monitoring - We are continuing to monitor Twitter CSAT surveys. We believe it has been resolved on Twitter's end but will continue to monitor this issue over the weekend.
Oct 4, 12:17 PDT

Identified - We have identified an issue with NPS and CSAT surveys not being successfully submitted or sent via iOs and Android. We are notifying our partners at Twitter about these issues directly. We will update as we receive additional information.
Oct 4, 10:55 PDT

Oct 6, 2019

No incidents reported.

Oct 5, 2019

No incidents reported.

Oct 3, 2019

No incidents reported.

Oct 2, 2019

Twitter API Degraded Performance

Resolved - All twitter APIs have recovered and should be operating normally.
Oct 2, 08:08 PDT

Investigating - Twitter API is currently experiencing a disruption in service. Khoros conversations may see delays with incoming Twitter content or may experience error messages while attempting to respond to Twitter messages.

https://api.twitterstat.us/incidents/vz25tls0vk4d
Oct 2, 01:38 PDT

Khoros Marketing - Issue with Workflow Approvals

Resolved - This issue has been resolved.
Oct 2, 06:48 PDT

Monitoring - The reconciliation of older messages has been completed, and we believe this is now resolved. We are continuing to monitor on our side. Please notify Support if you are still seeing any issues.
Oct 1, 17:15 PDT

Update - You should no longer see Workflow Approval issues with any message created after 5pm Central Time.

We continue to reconcile older messages, and anticipate the majority will be restored within the next 6-8 hours.
Oct 1, 15:53 PDT

Update - We have identified and fixed the initial root cause affecting Workflow Approvals, though some existing messages may still appear stuck in approval status, and may not appear in the Approvals tab.

While we work to re-establish missing components of existing messages, newly created messages may continue to appear affected by other residual issues, which we are actively working to resolve.

Any scheduled message will transition to Error status automatically if it has passed its scheduled time by more than one hour.
Oct 1, 12:39 PDT

Identified - Khoros Social Marketing Engineering and Operations teams have currently identified an issue with Workflow Approvals, preventing posts from publishing due to a blocker in the aforementioned approvals system. All appropriate resources are being applied to resolve this as quickly as possible. As we learn more or resolve this issue we will update this status page with further information
Oct 1, 11:11 PDT

Oct 1, 2019

[EMEA] Khoros Community - Cloud Migration Maintenance

Completed - The scheduled maintenance has been completed.
Oct 1, 22:27 PDT

Update - Lithium Platform maintenance has concluded. All systems are currently operational, there are no known issues at this time.

We thank you for your support and look forward to continuously improving our services.

Sincerely,
Khoros Team
Oct 1, 22:18 PDT

Update - Scheduled maintenance is still in progress. We will provide updates as necessary.
Oct 1, 22:05 PDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 1, 16:00 PDT

Scheduled - We will have an extended European maintenance window on October 1st to move certain infrastructure pieces to our new public cloud environment. During this window, the following functionality will be unavailable for use:

- SDK
- Studio
- Studio publish

This impacts both stage and production use of the above features. After maintenance has concluded, these features will be available for normal use - and you may notice some performance improvements related to the SDK, Studio, and Studio Publishing.

Maintenance details below:

Region: EMEA
Date: Tuesday, October 1st, 2019
Time: 4pm – 12am PT / 11:59pm – 8am UTC Standard (10/1 – 10/2)
Platform: Khoros Community
Duration: 8 hours
Impact: Studio, Studio Publishing and SDK unavailable

We apologize for the inconvenience, and understand that these upgrades will have a short term impact on customization productivity, but this is a necessary step for improving the customizing and publishing experience going forward. We thank you for your patience and understanding during this time.

If you have any questions or concerns, please contact support@lithium.com.

-The Khoros Team
Sep 18, 13:13 PDT

Sep 30, 2019

No incidents reported.

Sep 29, 2019

No incidents reported.

Sep 28, 2019

No incidents reported.

Sep 27, 2019

No incidents reported.

Sep 26, 2019

Khoros Care - refresh issues related to browser not being in focus

Resolved - The Khoros Care September Release included a fix to address the issue related to slow refresh times for the agent queue.
Sep 26, 10:11 PDT

Update - Our engineering is still working on a fix that improves the performance further.
Sep 20, 08:15 PDT

Update - A partial fix has been deployed late last night. Now, agents will no longer need to refresh the page however, it may take up to 45 seconds for their screens to update.
Our team will continue to work towards a complete fix and eliminate that delay.
Sep 10, 08:57 PDT

Identified - The issue has been identified and a fix is being implemented.
Sep 7, 09:51 PDT

Investigating - We identified an issue related to care's agent view and browsers not being in focus. We are working on a resolution and deployment.
Sep 6, 14:02 PDT

Sep 25, 2019

No incidents reported.

Sep 24, 2019

Khoros Care Analytics

Resolved - This incident has been resolved by our Care analytics team. Any temporary lingering issues should clear up shortly as our systems catch up.
Sep 24, 15:54 PDT

Investigating - We are currently investigating reports of Care analytics failing to load.
Sep 24, 15:17 PDT

Sep 23, 2019

LSI - Data missing for some customers after 9/13/2019

Resolved - A fix was deployed the evening of 9/20/2019, and data should be collected in LSI from 9/20 onward.
Sep 23, 10:15 PDT

Identified - The root cause has been identified, and a fix is out of QA. We're now in the process of backporting that fix to test against all current versions before pushing it out to impacted customers.
Sep 18, 08:54 PDT

Investigating - We are aware and investigating a potential issue where some data isn't populating in LSI after a certain date. It appears data is not shown from 9/13/2019 onward, but this date may differ for customers. More updates to come as we investigate further.
Sep 17, 15:15 PDT

Sep 22, 2019

No incidents reported.

Sep 21, 2019

No incidents reported.

Sep 19, 2019

No incidents reported.

Sep 18, 2019

Communities failing to load with 502 ERROR

Resolved - This incident has been resolved.
Sep 18, 08:46 PDT

Monitoring - The issue has been fixed now. We are still monitoring the affected communities.
Sep 18, 07:25 PDT

Identified - The issue has been identified and the fix is being implemented.
Sep 18, 07:01 PDT

Update - Our engineering team is still investigating the issue. We will keep you posted with further updates.
Sep 18, 06:45 PDT

Investigating - We are seeing multiple communities failing to load with 502 CloudFront error. We are currently investigating this issue and will keep posting the updates.
Sep 18, 05:42 PDT

[Cancelled] [EMEA] Khoros Community - Cloud Migration Maintenance

Completed - The scheduled maintenance has been completed.
Sep 18, 00:00 PDT

Update - Due to unexpected discoveries, we've decided not to proceed with the migration any further and are in the process of reverting all work. Once a new date has been determined for the migration, we'll reach out to customers directly with all the details.

We estimate the rollback will be completed within ~3 hours, at which point publishing functionality will be restored.
Sep 17, 18:35 PDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 17, 16:00 PDT

Scheduled - We will have an extended European maintenance window on September 17th to move certain infrastructure pieces to our new public cloud environment. During this window, the following functionality will be unavailable for use:

- SDK
- Studio
- Studio publish

This impacts both stage and production use of the above features. After maintenance has concluded, these features will be available for normal use - and you may notice some performance improvements related to the SDK, Studio, and Studio Publishing.

Maintenance details below:

Region: EMEA
Date: Tuesday, September 17th, 2019
Time: 4pm – 12am PT / 11:59pm – 8am UTC Standard (9/17 – 9/18)
Platform: Khoros Community
Duration: 8 hours
Impact: Studio, Studio Publishing and SDK unavailable

We apologize for the inconvenience, and understand that these upgrades will have a short term impact on customization productivity, but this is a necessary step for improving the customizing and publishing experience going forward. We thank you for your patience and understanding during this time.

If you have any questions or concerns, please contact support@lithium.com.

-The Khoros Team
Aug 29, 07:14 PDT

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