Khoros outage history

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

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.

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

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.

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

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.

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.

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

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.

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.

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.

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.

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

This incident has been resolved.

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.

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.

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.

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

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

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

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.

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.

This incident has been resolved

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.

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

We continue monitoring the results of the implemented fix

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.

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.

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.

This incident has been resolved

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.

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.

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.

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.

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

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

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

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

This incident has been resolved.

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

We have resolved the issue and backfilled the missing analytics.

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

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

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.

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

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

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

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

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.

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.

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.

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.

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.

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

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

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

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

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.

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.

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

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.

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.

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.

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.

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

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

The backfilling process is progressing as expected.

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

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

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

The team continues working on the remediation.

The remediation effort is ongoing by our teams.

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.

We are continuing to monitor for any further issues.

The incident has been resolved.

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.

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

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

We are continuing to monitor for any further issues.

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.

This incident has been resolved.

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.

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

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.

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.

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

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.

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.

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

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

This incident has been resolved.

We are currently investigating an issue affecting Community Analytics data for APAC-hosted communities from May 19 onwards.

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

The fix for the issue is under review.

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 will provide another update as soon as we have more progress to share.

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.

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.

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.

We continue monitoring pipeline stability.

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.

The incident with APAC hosted communities is resolved.

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.

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

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.

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.

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.

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.

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

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.

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.

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.

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

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.

We will continue monitoring the system to ensure stability.

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.

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.

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.

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

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.

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.

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.

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

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.

The incident has been resolved.