Khoros Status

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

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 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

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

May 20, 2019

No incidents reported today.

May 19, 2019

No incidents reported.

May 18, 2019

No incidents reported.

May 17, 2019

Video Processing Failures

Resolved - The team has confirmed through testing that an issue where any new videos being uploaded to Marketing have been successful. Any previously scheduled videos should publish without issue, but any that failed to upload during this time will need to be retried.
May 17, 17:18 CDT

Identified - The team has identified an issue where any new videos being uploaded to Marketing are failing. Our engineering team is working on a resolution and we will provide updates as we have them. Any previously scheduled videos should publish without issue.
May 17, 15:07 CDT

May 16, 2019

Starting from 9th May data not available on Cloud Analytics.

Resolved - Issue resolved. DES data is up-to-date now.
May 16, 03:51 CDT

Monitoring - We are able to view/download data in Cloud Analytics/DES. Since we haven't heard any update from Aurea. We are keeping the issue under monitoring.
May 10, 05:40 CDT

Investigating - We have observed issues while pulling 9th May 2019 onwards data from Cloud Analytics/DES. It is already been Escalated to Aurea and Aurea is working with their Engineering team on resolving the issue.

NOTE:- Cloud Analytics/DES data prior to 9th May 2019 is accessible as normal.
May 9, 23:01 CDT

May 15, 2019

No incidents reported.

May 14, 2019

JX hosted Environment Maintenance (12PM PST)

Resolved - We have received word that the maintenance is now complete.
May 14, 18:10 CDT

Monitoring - We have been informed that the underlying infrastructure was required to be brought down to prevent data corruption. Current ETA for the maintenance is 4 to 6 hours. We will continue delivering updates as we have them.
May 14, 14:45 CDT

Identified - As the maintenance has begun, we are noticing that sites are displaying maintenance pages instead of resuming normal operations. We have reached out to the team in charge of the maintenance and will report any updates as we receive them.
May 14, 14:24 CDT

Update - The scheduled maintenance has been pulled in and is beginning now. Regardless of no expected downtime, we will be monitoring for any occurrences. Only a small subset of hosted customers will have this necessary maintenance performed on their infrastructure.
May 14, 14:13 CDT

Monitoring - Hosted Environment for JX :- Aurea has scheduled a maintenance on a storage array for their hosted environment at 5 pm PST (14th May), today. There is no planned downtime, and we are on the standby for any outages( if they should occur)
May 14, 08:21 CDT

May 13, 2019

No incidents reported.

May 12, 2019

No incidents reported.

May 11, 2019

No incidents reported.

May 10, 2019

Khoros Case Portal Issues

Resolved - This issue has been resolved.
May 10, 22:11 CDT

Investigating - We are currently investigating reports of Support cases not appearing in the case portal view. We will update as soon we have more information.
May 10, 14:57 CDT

May 8, 2019

No incidents reported.

May 7, 2019

Khoros Case Portal Issues

Resolved - This incident has been resolved.
May 7, 16:30 CDT

Investigating - We are currently investigating reports of the Case Portal having issues with creating cases or commenting.
May 7, 13:03 CDT

May 6, 2019

[Facebook] Errors when responding

Resolved - Facebook API was experiencing a disruption in service. Customers may have seen this error "An unknown error has occurred" when responding to Facebook content. This has been identified as an open bug via Facebook. https://developers.facebook.com/support/bugs/1285256981629769/ We will continue to monitor this behavior for follow up.

We are seeing conversations begin to post without issue again and are resolving this incident as the errors have vastly subsided. Please "discard or dismiss" any current draft responding errors before posting if experiencing this error.
May 6, 21:01 CDT

Monitoring - Facebook API was experiencing a disruption in service. Customers may see "An unknown error has occurred" when responding to Facebook content. This has been identified as an open bug via Facebook. https://developers.facebook.com/support/bugs/1285256981629769/

We are seeing conversations begin to post again. Please "discard or dismiss" any current draft responding errors before posting. We will continue to monitor this issue.
May 6, 20:00 CDT

Identified - We believe this issue has originated on Facebook's side. We will continue to monitor and will update when we learn more.
May 6, 16:57 CDT

Investigating - We are currently investigating reports of errors when attempting to respond to Facebook conversations. We will update as we learn more.
May 6, 16:41 CDT

(Facebook) Publishing Issues

Resolved - After monitoring we have confirmed that the Facebook API is operational, if you are seeing issues please contact Support.
May 6, 19:50 CDT

Monitoring - The team has seen a decline in errors from Facebook, we will continue to monitor until we are confident the Facebook issues have been fully resolved.
May 6, 19:42 CDT

Identified - The team has identified issues with Facebook's API which are causing messages to fail and successfully published messages to appear in an error state. We are monitoring Facebook and will post an update as we can.
May 6, 17:00 CDT

May 5, 2019

No incidents reported.

May 4, 2019

No incidents reported.

May 3, 2019

No incidents reported.

May 2, 2019

No incidents reported.

May 1, 2019

[Case Portal] Unable to create or update cases

Resolved - The issue has been resolved and you're now able to create and update cases through the case portal as normal.
May 1, 05:50 CDT

Investigating - We are currently aware customers are unable to create cases or update cases through the Khoros Community case portal.

Our front line support engineers are also unable to send case comments at this time.

You can still create a case through Email at this time.
May 1, 04:25 CDT

Apr 30, 2019

No incidents reported.

Apr 29, 2019

[Facebook] SMM errors when responding

Resolved - This issue has been resolved by Facebook.
Apr 29, 07:56 CDT

Monitoring - The errors coming from Facebook have started to subside, we believe they have released a fix for this issue. We will continue to monitor on our side.
Apr 26, 18:34 CDT

Identified - Facebook API is currently experiencing a disruption in service. Customers may see delays with incoming Facebook content or may experience error messages while attempting to respond to Facebook messages with { "failed to load Facebook accounts." } This has been identified as an open bug report via Facebook. https://developers.facebook.com/support/bugs/547663905640204/
Apr 26, 12:17 CDT

Investigating - Facebook API is currently experiencing a disruption in service. Customers may see delays with incoming Facebook content or may experience error messages while attempting to respond to Facebook messages or { "failed to load Facebook accounts." } We are currently investigating this issue.
Apr 26, 11:13 CDT

Apr 28, 2019

No incidents reported.

Apr 27, 2019

No incidents reported.

Apr 25, 2019

JX - AMS Rewards not functioning properly

Resolved - JX Rewards functionality on AMS sites has been restored to their original functionality.
Apr 25, 00:18 CDT

Investigating - There is currently an issue with the JX Rewards functionality on AMS sites. Reports of rewards data missing have been received. A timeout to the rewards service has been noticed for these scenarios.

We have engaged the necessary resources to resolve this issue and will provide updates as we receive them.
Apr 24, 09:38 CDT

Apr 23, 2019

No incidents reported.

Apr 22, 2019

No incidents reported.

Apr 21, 2019

No incidents reported.

Apr 20, 2019

No incidents reported.