KnowBe4 Outage History

From Thursday, September 24, 2026, at approximately 17:07 \(UTC\), to Friday, September 25, 2026, at approximately 09:16 \(UTC\), some customers experienced intermittent slowness, errors and delayed mail flow in US instances of Protect and Prevent. This issue was caused by an unusually large spike in email traffic. The increased volume placed a sustained load on our network services, which operated within fixed capacity limits. As a result, mail processing slowed, some internal requests failed, and messages queued. Our team monitored the affected systems while the elevated volume subsided and load returned to normal. Protect and Prevent returned to normal performance by approximately 09:16 \(UTC\) on September 25, 2026. To prevent this type of issue in the future, we are improving our monitoring of unusual increases in email volume. We’re also evaluating ways to scale our network capacity more dynamically during sudden traffic spikes. No data loss occurred as a result of this issue.

On Monday, September 21, 2026, from approximately 08:55 until Tuesday, September 22, 2026, at approximately 14:30 \(UTC\), some users experienced errors and were unable to send emails via Web Access \(Secure Message Portal\) in the UK region. This incident was caused by a configuration error during a database update, which led to intermittent service disruption. To resolve this issue, we reverted the configuration, and Web Access returned to normal performance by 14:30 \(UTC\) on September 22, 2026. To prevent this type of issue in the future, we are reviewing and updating our database configuration. No data loss occurred as a result of this issue.

On Tuesday, August 4, 2026, from approximately 18:22 to 19:43 \(UTC\), some customers experienced issues loading the **Account Settings** page in the KnowBe4 console across the CA, DE, EU, UK, and US regions. This issue was caused by a series of application changes that increased the complexity of a GraphQL request used by the Account Settings experience. Each change remained below the platform's configured complexity threshold when evaluated individually, but combined, the request exceeded that threshold and prevented the page from loading. Engineering identified the complexity threshold as the contributing factor and deployed a corrective change beginning at approximately 19:14 \(UTC\). After the fix was verified across the affected regions, the KnowBe4 console returned to normal performance by approximately 19:43 \(UTC\). To prevent this issue in the future, we have increased the complexity threshold. No data loss occurred as a result of this issue.

On Thursday, July 16, 2026, from approximately 19:57 to 21:12 \(UTC\), some customers experienced difficulty logging in to the Defend console, seeing a **Find Out More** screen instead of console access. This issue was caused by a synchronization issue between Salesforce and our internal licensing systems, which incorrectly set some customer license counts to zero. As a result, affected customers were unable to log in. To resolve this issue, our team applied a temporary license override to restore access for affected customers while correcting the underlying licensing records in Salesforce. Once corrected, the systems automatically synchronized the accurate values, and the Defend console access returned to normal performance by approximately 21:12 \(UTC\). To prevent this type of issue in the future, we are implementing improvements to the Salesforce synchronization process to ensure accurate license counts. No data loss occurred as a result of this issue.

From Tuesday, June 23, 2026, at approximately 10:03 \(UTC\) to Thursday, June 25, 2026, at approximately 11:54 \(UTC\), some US and EU customers experienced intermittent 502 errors when logging in to KCM GRC. This issue was caused by network traffic attempting to connect to invalid multilevel subdomains, which overwhelmed the cache serving KCM GRC and resulted in login errors. Our team initially updated the configuration of our content delivery network, which temporarily resolved the errors, but they returned later that day. After further investigation, we identified the caching issue as the root cause and deployed an infrastructure-level fix to prevent multi-level subdomain traffic from affecting the cache. KCM GRC returned to normal performance by 11:54 \(UTC\) on June 25, 2026. To prevent this type of issue in the future, we are evaluating additional protections to guard against similar traffic that could affect the cache. No data loss occurred as a result of this issue.