Outage in Khoros

Meta/Facebook Channel Authentication - Intermittent Connection Issues

Minor
September 26, 2025 - Started 25 days ago
Official incident page

Incident Report

We are currently investigating intermittent authentication issues affecting Meta (Facebook and Instagram) channel connections in Khoros Care. Impacted customers may experience periodic disconnections of their Meta social channels, requiring manual reconnection to restore message flow. Our teams are mobilized to implement a comprehensive solution. While we work on a permanent fix, affected channels can be reconnected manually to restore functionality. We understand the critical nature of social channel connectivity for your operations and apologize for any inconvenience

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Latest Updates ( sorted recent to last )
IDENTIFIED 11 days ago - at 10/10/2025 03:59AM

Our Development team is investigating the root cause and working towards the next steps.
Please notify us if you experience any further issues so we can look into them.
We appreciate your patience and understanding as we work to ensure a stable experience.

IDENTIFIED 13 days ago - at 10/08/2025 03:34AM

After implementing additional logging, we haven't observed the issue in the last 4 days. We are currently monitoring backend logs for recurrence to validate and finalize the identified long-term solution.

IDENTIFIED 14 days ago - at 10/06/2025 10:58PM

The issue has been identified and a fix is being implemented.

MONITORING 14 days ago - at 10/06/2025 10:41PM

We are continuing to monitor intermittent authentication issues impacting Meta (Facebook and Instagram) channel connections in Khoros Care.

We appreciate your patience as our engineering team works toward a comprehensive solution.

Thank you for your assistance and patience in this matter.

IDENTIFIED 17 days ago - at 10/03/2025 11:54PM

We have been closely monitoring the authentication issues affecting Meta (Facebook and Instagram) channel connections in Khoros Care.
At this time, we have observed no further instances of the issue. We will continue monitoring this diligently on our end.

Please let us know if any further issues are observed on your end, as this will help our development team to address the issue with a robust permanent solution.

Thank you for your assistance and patience in this matter.

IDENTIFIED 18 days ago - at 10/03/2025 04:38AM

Our Development team has implemented additional logging and monitoring for the Meta channel authentication issues. We are closely tracking error activity and continuing to work on a long-term solution to ensure stable and reliable performance.

IDENTIFIED 21 days ago - at 09/30/2025 03:46AM

We are continuing to work towards a long term solution for the intermittent authentication issues impacting Meta (Facebook and Instagram) channel connections in Khoros Care. We appreciate your patience as we work towards a resolution.

IDENTIFIED 22 days ago - at 09/29/2025 05:21AM

We are continuing to investigate the Meta (Facebook/Instagram) authentication disruptions in Khoros Care. Our teams are dligently working towards a permanent resolution.

IDENTIFIED 24 days ago - at 09/27/2025 12:06AM

We are continuing to investigate the intermittent connection issues affecting Meta channel authentication in Khoros Care, which may require manual reconnection to restore functionality. Our team is working diligently to implement a comprehensive solution, and we appreciate your patience during this time.

IDENTIFIED 25 days ago - at 09/26/2025 04:34PM

We are currently investigating intermittent authentication issues affecting Meta (Facebook and Instagram) channel connections in Khoros Care. Impacted customers may experience periodic disconnections of their Meta social channels, requiring manual reconnection to restore message flow.

Our teams are mobilized to implement a comprehensive solution. While we work on a permanent fix, affected channels can be reconnected manually to restore functionality.

We understand the critical nature of social channel connectivity for your operations and apologize for any inconvenience

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