Scheduled Maintenance JX Communities
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 8, 08:00 PST
Scheduled - We will be undergoing scheduled maintenance during this time.
[Khoros Community] - Issue with embedding YouTube new videos as well as embedded videos in the community.
Identified - We've discovered that YouTube videos using shortened URL's can't be uploaded or fail to display in historical messages, but new videos can be uploaded using the full URL pattern.

Not working: https://youtu.be/abcdefghijk
Working: https://www.youtube.com/watch?v=abcdefghijk

We're working with embedly to identify what changed to cause this behavior.
Dec 5, 15:07 PST
Monitoring - Issue has been resolved. we are closely monitoring the results.
Dec 5, 11:42 PST
Investigating - We're aware of an issue with embedding YouTube new videos as well as embedded videos in the community. Our 3rd party provider is investigating the issue.

As soon as we have more information we'll provide an update.

The issue can be tracked here: http://status.embed.ly/incidents/pvpxg6vp11pd
Dec 4, 05:17 PST
Khoros Marketing - Conversations: Facebook API issue causing Publishing failures for some Video Posts
Update - Friday, Nov 25 - Khoros received communication from Facebook that they are still evaluating the scale of the problem and are working to resolve over the next several weeks. In interim, they recommended an alternative large video upload mechanism for Khoros to utilize to potentially increase success rate of video publishing.

Khoros infrastructure team initiated this new mechanism week of December 2, anticipating this work to conclude by week-end of December 13. Please note that while this new mechanism may fix the issue for some videos, we anticipate complete recovery as Facebook works towards a more complete and permanent fix.
Dec 5, 11:51 PST
Update - To track Facebook's updates on this issue please follow here: https://developers.facebook.com/support/bugs/422744301607613/
Nov 22, 15:36 PST
Update - Since October 24, Khoros and Facebook have been experiencing a bug for video publishing with a "Please reduce data" exception. On November 5, Khoros implemented two improvements to our end customers' retry experience to improve the chances of video publishing success. Additionally, Khoros revised the in-product error to indicate this was a known issue.

Since this change we have seen the number of publishing failures go down; however, they do persist. Facebook is still in progress of addressing this bug on their side. Khoros has continued to inform them of customer publishing issues.

In interim, if you continue facing issues with Facebook video publishing, video size and length reductions may increase chances of success.
Nov 22, 13:38 PST
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 Degraded Performance
AMER & APAC Community Datacenter ? Degraded Performance
EMEA Community Datacenter ? Degraded Performance
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 Operational
Conversations - APP Operational
Conversations - VPC Operational
Conversations - APP3 Operational
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 Under Maintenance
JX Amsterdam (AMS) Datacenter Under Maintenance
JX Bunchball Operational
JX Phoenix (PHX) Datacenter Under Maintenance
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 7, 2019

No incidents reported.

Dec 6, 2019
[Khoros Care] Investigating Delays
Resolved - This incident has been resolved.
Dec 6, 09:49 PST
Monitoring - A fix has been implemented and we are monitoring the ingestion of delayed content.
Dec 5, 12:24 PST
Investigating - We are currently investigating the reports of delays.
Dec 5, 10:13 PST
Dec 4, 2019
Slowness with widgets on dashboards taking a long time to load and exports taking a long time to run
Resolved - Exports have been turned back on and the health of Analytics back to normal.
Dec 4, 19:03 PST
Update - We are continuing to investigate this issue.
Dec 4, 15:28 PST
Investigating - We are already investigating on this and we will keep you posted on further updates
Dec 4, 15:26 PST
Dec 3, 2019

No incidents reported.

Dec 2, 2019

No incidents reported.

Dec 1, 2019

No incidents reported.

Nov 30, 2019

No incidents reported.

Nov 29, 2019

No incidents reported.

Nov 28, 2019
Increased error rates while responding to Facebook Conversations.
Resolved - This issue has been resolved.
Nov 28, 16:00 PST
Monitoring - We have seen a decline in errors for responding to Facebook conversations, we will continue to monitor this until the issue is resolved completely.
Nov 28, 12:17 PST
Investigating - Facebook API is currently experiencing a disruption in service. Khoros Care and Marketing customers will see delays in getting new content as well as increased errors while trying to respond for Facebook messages.
To track Facebook's updates on this issue please follow here:
https://developers.facebook.com/support/bugs/555889181863481/
Nov 28, 08:53 PST
Nov 27, 2019

No incidents reported.

Nov 26, 2019
Khoros Community - Emergency Maintenance for some U.S. Customers
Completed - The scheduled maintenance has been completed.
Nov 26, 02:26 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 25, 23:59 PST
Scheduled - We will be conducting emergency maintenance tonight to roll out performance improvements ahead of the holidays. This will start tonight at 11:59pm PT and run until 4:00am PT, limited to a small subset of U.S. hosted customers.

There will be no downtime, but some customers may notice a brief blip of a few seconds / minutes. While this maintenance is set for 4 hours, we do not expect it to take more than a few hours.
Nov 25, 16:30 PST
Nov 24, 2019

No incidents reported.

Nov 23, 2019

No incidents reported.

Nov 22, 2019
[Khoros Care] - Investigating reports of latency
Resolved - This incident has been resolved.
Nov 22, 07:27 PST
Update - An update has been deployed that is expected to fix the intermittent UI issues. We are continuing to monitor for any unusual behavior or activity.
Nov 21, 22:34 PST
Update - We are continuing to monitor for any further issues.
Nov 21, 17:07 PST
Monitoring - We are continuing to monitor the intermittent UI issues in Khoros Care.
Nov 21, 10:26 PST
Investigating - We are currently investigating reports of latency in the Khoros Care application. We will share updates as they become available.
Nov 21, 08:06 PST
Nov 20, 2019
Khoros Marketing - Intelligence: Outage for the Intelligence Component
Resolved - This issue is being closed now. Further information has been disbursed through in-product notifications and the following Atlas article.
https://community.khoros.com/t5/Support-Forum/Instagram-data-in-Intelligence-prior-to-October-18-2019/td-p/550617
Nov 20, 01:49 PST
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 - Intelligence: Facebook API is impacting the ability to source unowned content in Intelligence / Experiences
Resolved - This issue is being closed now. Further information has been disbursed through in-product notifications and the following Atlas article.
https://community.khoros.com/t5/Support-Forum/Khoros-Marketing-Experiences-Product-Effective-Immediately/td-p/552894
Nov 20, 01:46 PST
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
Nov 19, 2019

No incidents reported.

Nov 18, 2019

No incidents reported.

Nov 17, 2019

No incidents reported.

Nov 16, 2019

No incidents reported.

Nov 15, 2019

No incidents reported.

Nov 14, 2019
[EMEA] Khoros Community - Studio Publishing will temporarily be unavailable during the November 14th maintenance window
Completed - The scheduled maintenance has been completed.
Nov 14, 20:00 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 14, 15:59 PST
Scheduled - 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
Nov 4, 08:37 PST
Nov 13, 2019

No incidents reported.

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.

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