Khoros Outage History

Started Sep 10, 2026, 09:35 PM UTC· resolved Sep 11, 2026, 06:08 AM UTC

1. identified Sep 10, 2026, 09:35 PM UTC

   We are aware of an issue affecting outbound message delivery through our Instagram and Facebook integrations. Some customers may experience failures when sending replies. Our team is investigating the root cause and working on a resolution. We will provide updates as more information becomes available

2. resolved Sep 11, 2026, 06:08 AM UTC

   This incident has been resolved.

Read the full incident report →

Started Aug 17, 2026, 10:21 AM UTC· resolved Aug 18, 2026, 11:27 AM UTC

1. monitoring Aug 17, 2026, 10:21 AM UTC

   We have identified and fixed an issue affecting analytics since the 14th of August, we are working on backfilling the data.

2. monitoring Aug 18, 2026, 12:05 AM UTC

   The missing analytics data for August 14–16 has been successfully restored. We are continuing to monitor the next processing cycle to ensure reporting remains current.

3. resolved Aug 18, 2026, 11:27 AM UTC

   This incident has been resolved. if you encounter issues please do not hesitate to reach to our support team.

Read the full incident report →

Started Jul 30, 2026, 01:44 PM UTC· resolved Jul 31, 2026, 05:42 AM UTC

1. investigating Jul 30, 2026, 01:44 PM UTC

   We have identified an issue affecting daily processing for Community Analytics and Bulk Data API data in the EU region. Some customers may see missing or delayed analytics data since July 27, 2026. We are working to restore the affected data and will provide an update once recovery has been validated.

2. identified Jul 30, 2026, 02:50 PM UTC

   The issue has been identified, and a backfill for the missing data has been initiated.

3. identified Jul 30, 2026, 11:49 PM UTC

   The data backfill is currently in progress, and we are continuing to monitor the recovery of Community Analytics and Bulk Data API data in the EU region. We will provide another update once the backfill has been completed and data recovery has been validated.

4. monitoring Jul 31, 2026, 01:30 AM UTC

   The data backfill has been completed successfully. We are currently validating that all missing Community Analytics and Bulk Data API data has been fully restored in the EU region. We will continue monitoring the service.

5. resolved Jul 31, 2026, 05:42 AM UTC

   The issue affecting Community Analytics and Bulk Data API daily processing in the EU region has been resolved. The data backfill has completed successfully.

Read the full incident report →

Started Jul 27, 2026, 01:25 PM UTC· resolved Jul 27, 2026, 08:14 PM UTC

1. identified Jul 27, 2026, 01:25 PM UTC

   We are currently investigating an issue impacting US Care Analytics/Search. The root cause has been identified, and mitigation efforts are underway. We will provide further updates as progress is made.

2. identified Jul 27, 2026, 02:38 PM UTC

   We are continuing to restore a component that supports Care Analytics and certain CRM integration functions. Service availability is improving as restoration progresses. During this time, some users may experience intermittent errors when loading linked CRM records or field mappings in the CRM integration panel. Care Analytics data may also be delayed, unavailable, or incomplete while recovery is completed.

3. resolved Jul 27, 2026, 08:14 PM UTC

   The issue impacting US Care Analytics/Search has been resolved. A small portion of Care Analytics data may also be delayed, unavailable, or incomplete while recovery is completed.

Read the full incident report →

Started Jul 09, 2026, 06:45 PM UTC· resolved Jul 09, 2026, 08:47 PM UTC

1. investigating Jul 09, 2026, 06:45 PM UTC

   We are investigating degraded performance across the EU region causing intermittent Flow-to-Care failures, which may prevent bot handoffs, customer responses, workqueue updates, and timer/resolve actions from completing reliably.

2. monitoring Jul 09, 2026, 07:26 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jul 09, 2026, 08:47 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jul 08, 2026, 05:45 PM UTC· resolved Jul 10, 2026, 02:43 AM UTC

1. investigating Jul 08, 2026, 05:45 PM UTC

   We are investigating intermittent delays affecting some Khoros Care customers, where new contacts may take longer than usual to appear in queues, queue counts may display inaccurately, and agent actions such as assigning cases or posting responses may be slow. Message ingestion is not affected and no data is lost — these issues impact visibility and agent workflow only. Our team is actively working to resolve this and will share updates as they become available.

2. identified Jul 08, 2026, 07:46 PM UTC

   We have identified the cause of the current issue and are applying immediate fixes to reduce the impact. Additional permanent fixes will be implemented over the weekend to fully resolve the problem. We will continue to share updates as they become available.

3. monitoring Jul 09, 2026, 12:11 PM UTC

   We have applied infrastructure fixes overnight during a low-traffic window. Since this morning, performance metrics for EU Care have returned to normal and remained stable through peak hours. We are actively monitoring throughout the day to confirm stability. Additional preventive maintenance is scheduled for the coming weekend during off-peak hours.

4. resolved Jul 10, 2026, 02:43 AM UTC

   We have observed no further performance issues. This issue is now resolved.

Read the full incident report →

Started Jul 01, 2026, 09:15 AM UTC· resolved Jul 03, 2026, 03:26 AM UTC

1. identified Jul 01, 2026, 09:15 AM UTC

   There is an issue affecting users' ability to log in to the platform. Our engineering team has identified the cause and is actively working on a resolution to restore normal service

2. monitoring Jul 01, 2026, 10:08 AM UTC

   Our engineering team has implemented a fix for this and we are monitoring to confirm stability.

3. monitoring Jul 01, 2026, 11:58 PM UTC

   We are continuing to monitor the platform after the implemented fix. Current results remain stable, and we will keep monitoring to ensure the login functionality continues operating as expected.

4. monitoring Jul 02, 2026, 11:44 PM UTC

   We are continuing to monitor the platform following the implemented fix. Current results remain stable, and we will provide another update if any additional action is required.

5. resolved Jul 03, 2026, 03:26 AM UTC

   This incident has been resolved

Read the full incident report →

Started Jun 30, 2026, 11:54 AM UTC· resolved Jun 30, 2026, 11:51 PM UTC

1. identified Jun 30, 2026, 11:54 AM UTC

   We have identified an issue that are causing some of our users facing issues with sending and loading messages. Our infrastructure team is working on this with highest priority.

2. monitoring Jun 30, 2026, 12:24 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Jun 30, 2026, 09:09 PM UTC

   We continue monitoring the results of the implemented fix

4. resolved Jun 30, 2026, 11:51 PM UTC

   This incident has been resolved. After monitoring the results of the implemented fix and receiving confirmation that the issue is no longer occurring, we have confirmed that chat loading and message sending functionality has been restored for APAC users.

Read the full incident report →

Started Jun 30, 2026, 01:08 AM UTC· resolved Jun 30, 2026, 03:28 AM UTC

1. investigating Jun 30, 2026, 01:08 AM UTC

   We are currently investigating an issue with Community to Care ingesting for the US tenants. Customers may see new Community posts and replies appear in Care with significant delays or not appear at all. Our team is actively investigating.

2. monitoring Jun 30, 2026, 02:05 AM UTC

   Our team has identified the root cause of the issue and applied a fix. The service is currently recovering, and we are actively monitoring to ensure full stability.

3. resolved Jun 30, 2026, 03:28 AM UTC

   This incident has been resolved

Read the full incident report →

Started Jun 29, 2026, 12:40 PM UTC· resolved Jun 30, 2026, 02:45 PM UTC

1. investigating Jun 29, 2026, 12:40 PM UTC

   We are investigating an issue affecting Community-to-Care ingestion for some EU tenants. Customers may see new Community posts and replies appear in Care with significant delays or not appear at all. Our team is actively investigating.

2. identified Jun 29, 2026, 01:11 PM UTC

   We have restored real-time Community-to-Care ingestion for affected EU tenants. Some content created earlier may still appear late or remain temporarily unavailable in Care while we complete recovery and validation. We are continuing to monitor the service and work through the remaining impacted items.

3. monitoring Jun 29, 2026, 02:52 PM UTC

   We are monitoring the service following mitigation of the earlier ingestion issue. Some content created during the incident window may still appear in Care with delay while backfill and validation continue.

4. monitoring Jun 29, 2026, 11:52 PM UTC

   We are continuing to monitor the service after the earlier mitigation. Recovery activities and validation remain in progress, and some previously affected Community content may still appear in Care with delays while the remaining backlog is processed.

5. resolved Jun 30, 2026, 02:45 PM UTC

   This incident has been resolved, and the old content has been successfully synchronized.

Read the full incident report →

Started Jun 23, 2026, 11:54 AM UTC· resolved Jun 24, 2026, 11:23 AM UTC

1. investigating Jun 23, 2026, 11:54 AM UTC

   We are currently investigating an issue affecting Care Message Analytics, resulting in incomplete analytics data. We will provide updates as the investigation progresses.

2. monitoring Jun 23, 2026, 08:41 PM UTC

   The issue has been resolved. We continue to monitor the communities and ensure that the services have been fully re-established.

3. monitoring Jun 24, 2026, 03:04 AM UTC

   We continue to monitor the communities and ensure that the services have been fully re-established.

4. resolved Jun 24, 2026, 11:23 AM UTC

   This incident has been resolved.

Read the full incident report →

Started Jun 15, 2026, 03:28 PM UTC· resolved Jul 08, 2026, 12:56 PM UTC

1. identified Jun 15, 2026, 03:28 PM UTC

   We have identified the root cause and are implementing recovery measures.

2. monitoring Jun 15, 2026, 09:40 PM UTC

   We have resolved the issue and backfilled the missing analytics.

3. monitoring Jun 18, 2026, 02:50 AM UTC

   We have backfilled the data for all the missing days and continuing to monitor for any further issue.

4. monitoring Jun 19, 2026, 08:28 AM UTC

   We have not observed any further issues during the monitoring period. The system continues to operate as expected, and we will keep monitoring to ensure stability.

5. monitoring Jun 22, 2026, 03:22 AM UTC

   We are continuing to monitor this to ensure that things are looking good.

6. monitoring Jun 22, 2026, 02:31 PM UTC

   We have not observed any further issues during the monitoring period. The system continues to operate as expected, and we will keep monitoring to ensure stability.

7. monitoring Jun 23, 2026, 04:08 AM UTC

   We are maintaining our monitoring to confirm ongoing stability and will provide updates as needed.

8. monitoring Jun 23, 2026, 02:56 PM UTC

   Monitoring continues to confirm ongoing stability and we will provide updates as needed.

9. monitoring Jun 23, 2026, 09:03 PM UTC

   We continue monitoring to confirm ongoing stability and will provide updates if needed.

10. monitoring Jun 24, 2026, 03:33 AM UTC

    Our team remains engaged in monitoring to ensure continued stability and will post updates as needed.

11. monitoring Jun 24, 2026, 02:37 PM UTC

    Monitoring continues to confirm ongoing stability and we will provide updates as needed.

12. monitoring Jun 24, 2026, 09:04 PM UTC

    Our team remains engaged in monitoring to ensure continued stability and will post updates as needed.

13. monitoring Jun 25, 2026, 04:18 AM UTC

    We continue monitoring to confirm ongoing stability and will provide updates if needed.

14. monitoring Jun 25, 2026, 07:44 PM UTC

    Our team remains engaged in monitoring to ensure continued stability and will post updates as needed.

15. monitoring Jun 26, 2026, 02:03 AM UTC

    Our team remains engaged in monitoring to ensure continued stability and will post updates as needed.

16. monitoring Jun 26, 2026, 11:10 AM UTC

    We continue monitoring to confirm ongoing stability and will provide updates if needed.

17. monitoring Jun 29, 2026, 02:35 AM UTC

    We continue monitoring to confirm ongoing stability and will provide updates as needed.

18. monitoring Jun 29, 2026, 08:55 PM UTC

    Our team remains engaged in monitoring to ensure continued stability and will post updates as needed.

19. monitoring Jun 30, 2026, 03:44 AM UTC

    All Community Analytics backfills have been completed, and data is flowing as expected. We have identified a remaining gap in Registration metrics dating back to May 21. Our team is actively working on the backfill for this data. We will continue to provide updates on progress made towards completing this backfill.

20. monitoring Jun 30, 2026, 09:10 PM UTC

    Our team remains engaged in monitoring to ensure continued stability and will post updates as needed.

21. monitoring Jul 01, 2026, 04:21 AM UTC

    The Registration metrics backfill is still in progress. Our team continues working to complete this data. The next update will be provided in 24 hours.

22. monitoring Jul 01, 2026, 11:58 PM UTC

    The Registration metrics backfill remains in progress. Our team is continuing to work through the remaining data gap and will provide another update as progress is made.

23. monitoring Jul 02, 2026, 11:34 PM UTC

    The recovery for the Analytics Data gaps has been completed. Validation has confirmed that affected data is available again, and no further recurrence has been identified for this incident. Any remaining environment-specific or separate metric-related follow-up will continue to be tracked outside of this incident. We will continue monitoring this fix for the next 24 hours. Thank you for your patience.

24. monitoring Jul 03, 2026, 03:19 AM UTC

    The backfill for Registration metrics in Community Analytics remains in progress. Registration data for the previously identified gap period is being restored and partial recovery is confirmed. We will continue monitoring and provide an update once the backfill is fully complete.

25. monitoring Jul 04, 2026, 06:58 AM UTC

    No issues are observed currently with the backfills. We are continuing to monitoring this.

26. monitoring Jul 04, 2026, 01:19 PM UTC

    Our team remains engaged in monitoring to ensure continued stability for our customers.

27. monitoring Jul 05, 2026, 05:01 AM UTC

    Our team remains engaged in monitoring to ensure continued stability for our customers.

28. monitoring Jul 05, 2026, 12:57 PM UTC

    Our team remains engaged in monitoring to ensure continued stability and will post updates as needed.

29. monitoring Jul 07, 2026, 09:01 AM UTC

    Our team remains engaged in monitoring to ensure continued stability and will post updates as they come up.

30. monitoring Jul 08, 2026, 07:51 AM UTC

    Our team remains engaged in monitoring to ensure continued stability for our customers.

31. resolved Jul 08, 2026, 12:56 PM UTC

    All Community Analytics backfills have now been completed, including the remaining metrics. No further data gaps related to this incident have been identified. Thank you for your patience while our teams completed the recovery and validation work.

Read the full incident report →

Started Jun 12, 2026, 03:22 PM UTC· resolved Jun 12, 2026, 03:35 PM UTC

1. identified Jun 12, 2026, 03:22 PM UTC

   Meta is currently experiencing high disruptions impacting Messenger API for Instagram, Facebook and Whatsapp, which in turn is impacting Khoros message ingestion activities.

Read the full incident report →

Started Jun 12, 2026, 02:09 PM UTC· resolved Jun 15, 2026, 02:23 AM UTC

1. investigating Jun 12, 2026, 02:09 PM UTC

   We are currently investigating a partner platform issue affecting Khoros Care integrations with Meta services. Customers may experience delays, errors, or intermittent failures when using connected Meta channels, including message ingestion, publishing, or synchronization. Our teams are monitoring the situation closely and will provide updates as more information becomes available.

2. identified Jun 12, 2026, 03:29 PM UTC

   Meta is currently experiencing high disruptions impacting Messenger API for Instagram, Facebook and Whatsapp, which in turn is impacting Khoros message ingestion activities.

3. monitoring Jun 12, 2026, 09:17 PM UTC

   The disruptions from Meta have now been resolved. We are actively monitoring on our end. Please reach out via a Support ticket if any Meta integrations are not working as expected.

4. resolved Jun 15, 2026, 02:23 AM UTC

   The issue related to the Meta platform disruption has been resolved, and services are now operating normally. Please note that the disruption may have caused some Meta channel connections to become disconnected. If you encounter connection errors, please re-register and re-verify the affected number/account with Meta. If the issue persists after re-registration and verification, please contact Support for further assistance.

Read the full incident report →

Started May 29, 2026, 03:07 PM UTC· resolved Jun 06, 2026, 08:14 PM UTC

1. identified May 29, 2026, 03:07 PM UTC

   We are aware of an issue with analytics for EU-hosted classic communities. We have triggered the backfill already, and we'll post updates as they are made.

2. identified May 29, 2026, 11:58 PM UTC

   We are continuing to work on restoring the missing analytics data for EU-hosted classic communities. The backfill process has already been initiated, and we are monitoring its progress closely. We will provide another update as soon as more information becomes available.

3. identified May 30, 2026, 08:39 AM UTC

   Data has been backfilled up to the 27th. We continue to backfill the remaining two days.

4. identified May 30, 2026, 08:39 AM UTC

   We continue to backfill data for May 28th and 29th.

5. identified Jun 01, 2026, 03:32 AM UTC

   The backfilling process is progressing as expected.

6. identified Jun 01, 2026, 05:10 PM UTC

   The backfilling process is progressing as expected.

7. identified Jun 02, 2026, 03:52 AM UTC

   We are continuing to monitor the backfilling status. No issues have been encountered.

8. identified Jun 02, 2026, 11:54 PM UTC

   Our team is currently working on the required remediation. We will share the next update as soon as additional progress is made.

9. identified Jun 03, 2026, 09:01 PM UTC

   The team continues working on the remediation.

10. identified Jun 04, 2026, 03:51 AM UTC

    The remediation effort remains underway. We will share the next update as soon as there is more to report.

11. identified Jun 04, 2026, 06:46 PM UTC

    The team continues working on the remediation.

12. identified Jun 05, 2026, 03:31 AM UTC

    The remediation effort is ongoing by our teams.

13. monitoring Jun 05, 2026, 11:34 AM UTC

    The issue affecting analytics collection has been resolved, and analytics data is now being collected and processed correctly. We have completed our investigation and remediation activities and will continue to monitor the platform to ensure ongoing stability.

14. monitoring Jun 05, 2026, 08:01 PM UTC

    We are continuing to monitor for any further issues.

15. resolved Jun 06, 2026, 08:14 PM UTC

    The incident has been resolved.

Read the full incident report →

Started May 28, 2026, 06:38 AM UTC· resolved May 29, 2026, 03:19 AM UTC

1. investigating May 28, 2026, 06:38 AM UTC

   We are currently investigating an issue affecting user login for some customers. Impacted users may experience MFA failures, including invalid token errors or issues receiving SMS authentication codes. We have identified that the issue appears to be related to the authentication flow. We are further investigating and will provide further updates as soon as more information is available.

2. investigating May 28, 2026, 02:24 PM UTC

   We are continuously working on a fix and actively monitoring the situation.

3. monitoring May 28, 2026, 03:22 PM UTC

   Our infrastructure team has applied a fix for the MFA issue and we are monitoring the results.

4. monitoring May 28, 2026, 07:18 PM UTC

   We are continuing to monitor for any further issues.

5. monitoring May 28, 2026, 11:54 PM UTC

   The issue affecting some user login flows has been resolved. We have completed monitoring and are not seeing further impact at this time. Thank you for your patience.

6. resolved May 29, 2026, 03:19 AM UTC

   This incident has been resolved.

Read the full incident report →

Started May 27, 2026, 04:17 AM UTC· resolved Jun 01, 2026, 04:17 AM UTC

1. investigating May 27, 2026, 04:17 AM UTC

   We are investigating reports of missing analytics data for AMER-hosted communities. Analytics data has been unavailable since May 21, 2026. Our Infrastructure team is actively looking into the root cause and we will provide updates as more information becomes available.

2. investigating May 27, 2026, 11:01 AM UTC

   The Infrastructure team is working on backfilling the analytics data for AMER-hosted communities.

3. identified May 27, 2026, 11:48 PM UTC

   Our team is continuing to investigate the missing Community Analytics data affecting AMER-hosted communities. Work is ongoing to backfill the impacted analytics data, and we will provide another update as soon as more information is available.

4. identified May 28, 2026, 06:19 AM UTC

   Backfill work for AMER Community analytics data is ongoing. Analytics data for May 26th is now available. Our Infrastructure team continues to work on restoring data for the remaining affected dates. We will provide further updates as progress is made.

5. identified May 28, 2026, 02:25 PM UTC

   We are continuously working on a fix and actively monitoring the situation.

6. identified May 28, 2026, 07:18 PM UTC

   Backfill work for AMER Community analytics data is ongoing. Our Infrastructure team continues to work on restoring data for the remaining affected dates. We will provide further updates as progress is made.

7. identified May 29, 2026, 03:28 AM UTC

   We have completed backfilling data for May 21, 22, and 27. Work is currently ongoing to populate the remaining affected dates. We will continue to provide updates as progress is made.

8. identified May 29, 2026, 08:59 PM UTC

   Our Infrastructure team continues to work on restoring data for the remaining affected dates. We will provide further updates as progress is made.

9. monitoring May 30, 2026, 07:52 AM UTC

   All affected dates have been successfully backfilled. Please reach out to us if you are still experiencing any issues or require further assistance.

10. resolved Jun 01, 2026, 04:17 AM UTC

    This incident has been resolved.

Read the full incident report →

Started May 25, 2026, 01:06 AM UTC· resolved May 28, 2026, 02:29 AM UTC

1. investigating May 25, 2026, 01:06 AM UTC

   We are currently investigating an issue affecting Community Analytics data for APAC-hosted communities from May 18 onwards.

2. identified May 25, 2026, 01:59 AM UTC

   The issue has been identified, and our team is working on fixing it.

3. identified May 25, 2026, 09:13 AM UTC

   The fix for the issue is under review.

4. identified May 26, 2026, 12:23 AM UTC

   Our team continues working on the fix for the Community Analytics data issue affecting some communities. The fix is still under review, and backfill work is in progress. We are also actively checking why the recovery is taking longer than expected. We will provide another update as soon as we have more progress to share.

5. identified May 26, 2026, 08:17 AM UTC

   Our team continues to make progress on the Community Analytics data issue affecting some communities. The fix has completed review and backfill work is actively ongoing. We appreciate your patience and will provide updates once we have more to share.

6. identified May 26, 2026, 11:16 PM UTC

   Our team continues to work on the Community Analytics data issue affecting some hosted communities. Progress is ongoing, and we will provide another update as soon as we have more information to share.

7. monitoring May 27, 2026, 04:01 AM UTC

   The backfill has been completed for all affected dates and the analytics data pipeline is now running healthy. All APAC Community Analytics data that was missing since May 19 has been fully restored. We are now monitoring the pipeline to confirm continued stability before closing this incident.

8. monitoring May 27, 2026, 10:59 AM UTC

   We continue monitoring pipeline stability.

9. monitoring May 27, 2026, 11:50 PM UTC

   We are continuing to monitor the Community Analytics pipeline for APAC-hosted communities after the completion of the backfill. The analytics data pipeline remains stable at this time, and we will provide another update if there are any changes.

10. resolved May 28, 2026, 02:29 AM UTC

    The incident with APAC hosted communities is resolved.

Read the full incident report →

Started May 20, 2026, 09:31 PM UTC· resolved May 24, 2026, 10:17 PM UTC

1. investigating May 20, 2026, 09:31 PM UTC

   We are aware of an issue causing replies to Google My Business (GMB) reviews to fail. We are actively investigating this and will provide updates as they become available.

2. identified May 20, 2026, 11:05 PM UTC

   We have identified the issue causing Google My Business (GMB) reviews to fail, and our Engineering team are currently working on a fix.

3. monitoring May 21, 2026, 04:43 AM UTC

   A fix has been deployed to address the issue causing Google My Business review replies to fail in Khoros Care. We are actively monitoring the environment to ensure replies are processing as expected. If you continue to experience issues, please reach out to Khoros Support.

4. identified May 21, 2026, 12:58 PM UTC

   After continued monitoring, we found that the issue affecting Google My Business replies in Khoros Care is still ongoing, due to data consumed during the incident. We have identified the issue affecting some Google My Business replies and are actively working to restore reply publishing for impacted cases. We will share another update as soon as more information is available.

5. identified May 22, 2026, 03:09 AM UTC

   Our Engineering team is actively working on restoring reply publishing for impacted reviews. We will continue to provide updates as progress is made and share additional information as soon as it becomes available.

6. identified May 22, 2026, 10:23 AM UTC

   Work on restoring reply publishing for impacted reviews is ongoing. We will continue to provide updates as progress is made and share additional information as soon as it becomes available.

7. monitoring May 22, 2026, 08:00 PM UTC

   A fix has been implemented and we are monitoring the results.

8. resolved May 24, 2026, 10:17 PM UTC

   We are closing this incident as the fix has been implemented and the environment has been monitored successfully. The issue affecting Google My Business review replies in Khoros Care has been addressed, and reply publishing for impacted reviews has been restored. Our Engineering team completed the required remediation work and monitored the results to confirm that replies are processing as expected. If you continue to experience any issues with Google My Business replies, please contact Khoros Support for further assistance.

Read the full incident report →

Started May 20, 2026, 02:59 PM UTC· resolved May 24, 2026, 10:20 PM UTC

1. investigating May 20, 2026, 02:59 PM UTC

   We are investigating reports that some customers using Khoros Care are seeing Facebook Messenger / Facebook DM author names display as long numeric IDs instead of customer names. Agents can generally continue to read and respond to affected conversations, but identifying customers by name in Care may be impacted. We are actively investigating and will provide another update as soon as we have more information.

2. identified May 20, 2026, 09:36 PM UTC

   We have identified the issue causing some customers to see Facebook Messenger / Facebook DM author names display as long numeric IDs instead of customer names. We are working on a fix for this issue and will update as soon as this is deployed.

3. identified May 21, 2026, 04:31 AM UTC

   We have deployed a fix that addresses the root cause of this issue. Facebook Messenger and Facebook DM sender names are now displaying correctly for new incoming messages. For messages received during the incident window, our team is actively working to determine the best path to restore the correct sender names. We are committed to keeping you informed as this progresses and will share an update shortly. Agents can continue to read and respond to all conversations in the meantime

4. monitoring May 22, 2026, 01:12 AM UTC

   We have deployed a fix that addresses the root cause of this issue. Facebook Messenger and Facebook DM sender names are now displaying correctly for new incoming messages. For messages received during the incident window, our team has completed restoration efforts and sender names should now appear correctly. We will continue monitoring the system to ensure stability. Agents can continue to read and respond to all conversations as normal. Thank you for your patience while we worked through this issue.

5. monitoring May 22, 2026, 10:34 AM UTC

   We will continue monitoring the system to ensure stability.

6. resolved May 24, 2026, 10:20 PM UTC

   The fix has been implemented, and the system has been monitored for stability. The issue causing Facebook Messenger and Facebook DM author names to display as numeric IDs in Khoros Care has been addressed. New incoming messages are now displaying sender names correctly, and restoration efforts for messages received during the incident window have been completed. If you continue to see Facebook author names displayed incorrectly, please contact Khoros Support for further assistance.

Read the full incident report →

Started May 18, 2026, 09:50 AM UTC· resolved May 20, 2026, 02:17 AM UTC

1. investigating May 18, 2026, 09:50 AM UTC

   We have found that there were issues with Community Analytics data not coming up from May 12 for APAC-hosted communities. The team is investigating.

2. identified May 18, 2026, 10:00 AM UTC

   The issue has been identified, and the backfill has been triggered accordingly. Backfill is in progress, and we will keep you posted on its status.

3. monitoring May 18, 2026, 09:09 PM UTC

   The backfill has been completed. We continue to investigate the root cause.

4. resolved May 20, 2026, 02:17 AM UTC

   The issue affecting Community Analytics data for APAC-hosted communities from May 12 onward has been resolved. The backfill has completed successfully, and data is now available as expected.

Read the full incident report →

Started May 13, 2026, 04:00 PM UTC· resolved May 15, 2026, 04:58 AM UTC

1. investigating May 13, 2026, 04:00 PM UTC

   We are currently investigating ingestion issues with some Care instances. The radius is unclear, so the customers are advised to create support tickets in case they notice degradation.

2. monitoring May 14, 2026, 02:51 AM UTC

   Our infrastructure team has applied a fix for the issue affecting ingestion. Services are recovering, and we are currently monitoring the environment to ensure stability. Customers should continue to report any ongoing degradation through support tickets.

3. investigating May 14, 2026, 09:21 PM UTC

   We have observed some continued delays in post ingestion after our original fix, and we are investigating the cause.

4. monitoring May 14, 2026, 10:39 PM UTC

   We have identified the issue and implemented a secondary fix that has restored post ingestion. We are now working on a permanent fix for this.

5. resolved May 15, 2026, 04:58 AM UTC

   The incident has been resolved.

Read the full incident report →

Started May 04, 2026, 09:01 AM UTC· resolved May 08, 2026, 03:51 PM UTC

1. investigating May 04, 2026, 09:01 AM UTC

   We have been made aware that data may not be present in certain EMEA communities for April 30th. We are working on restoring this data and will provide further updates as they become available.

2. investigating May 04, 2026, 09:03 AM UTC

   We are continuing to investigate this issue.

3. identified May 04, 2026, 04:09 PM UTC

   An issue was identified and a fix is being implemented by our Infrastructure team that will allow backfill operations to be performed for the April 30th data.

4. monitoring May 05, 2026, 01:40 PM UTC

   The issue has been resolved and a fix has been successfully deployed by the Infrastructure team. We are currently monitoring the system to ensure stability. Backfill operations for April 30th data are in progress and proceeding as expected.

5. monitoring May 06, 2026, 02:12 AM UTC

   The issue has been resolved and a fix has been successfully deployed by our Infrastructure team. We are currently monitoring the system to ensure stability. Backfill operations are underway and progressing as expected: April 30th data backfill has been completed. May 3rd and May 4th data backfills are currently in progress.

6. monitoring May 08, 2026, 02:40 AM UTC

   We are continuing to monitor for any further issues.

7. monitoring May 08, 2026, 07:46 AM UTC

   The May 3rd data has been backfilled and should be available in Analytics.

8. resolved May 08, 2026, 03:51 PM UTC

   The incident has been resolved

Read the full incident report →

Started Apr 30, 2026, 06:44 PM UTC· resolved Apr 30, 2026, 08:03 PM UTC

1. investigating Apr 30, 2026, 06:44 PM UTC

   We are currently investigating an issue where a subset of Khoros communities are facing performance issues.

2. resolved Apr 30, 2026, 08:03 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Apr 28, 2026, 11:46 PM UTC· resolved Apr 29, 2026, 02:02 AM UTC

1. investigating Apr 28, 2026, 11:46 PM UTC

   We are currently investigating an issue where some customers may experience problems accessing their community portal. In some cases, the page may load incorrectly due to styling issues, making the portal difficult or impossible to use. Our team is actively working to identify the cause and restore normal functionality. We will provide another update as soon as more information is available.

2. resolved Apr 29, 2026, 02:02 AM UTC

   A fix was implemented, and this incident has been resolved.

Read the full incident report →