KnowBe4 incident
Prevent and Protect Degraded Performance (US Instances)
KnowBe4 experienced a minor incident on September 28, 2026 affecting Mail Flow and Mail Flow, lasting 3d 13h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 28, 2026, 09:10 PM UTC
We are currently investigating an issue regarding degraded performance for Prevent and Protect on our US servers.
- monitoring Sep 29, 2026, 01:44 PM UTC
We have identified an issue with the US instances of Prevent and Protect that has resulted in degraded performance. A fix has been implemented, and we will continue to monitor this issue.
- resolved Oct 02, 2026, 10:32 AM UTC
This incident has been resolved.
- postmortem Oct 06, 2026, 03:51 PM UTC
From Monday, September 28, 2026, at approximately 20:43 \(UTC\), to Friday, October 2, 2026, at approximately 10:24 \(UTC\), some customers experienced delayed mail flow and intermittent console access issues in US instances of Prevent and Protect. This issue was caused by a capacity limit in the network firewalls in front of our US mail-processing services. During peak traffic, the firewalls could not process connections fast enough, which caused internal requests between services to be delayed or time out. As a result, mail processing slowed, and messages queued. To resolve this issue, our team increased the capacity of the US firewalls. Prevent and Protect handled peak traffic without further issue and returned to normal performance by approximately 10:24 \(UTC\) on October 2, 2026. To prevent this type of issue in the future, we have expanded our firewall monitoring to track network health indicators in addition to compute use. We have also added logging to improve visibility into failed internal requests. No data loss occurred as a result of this issue.