Khoros Outage History

Khoros experienced MFA authentication issues that prevented some users from logging in, with affected users encountering invalid token errors and problems receiving SMS authentication codes. The incident impacted authentication flows across AMER, APAC, and EMEA CARE datacenters for 20.7 hours. The infrastructure team applied a fix to resolve the MFA authentication problems and monitored the system until full resolution was confirmed.

Khoros experienced a major incident where Community Analytics data was missing for AMER-hosted communities starting May 21, 2026, lasting 120.1 hours. The Infrastructure team worked to backfill the missing analytics data progressively, restoring data for specific dates (May 21, 22, 26, and 27) before completing the full restoration. The incident was resolved on May 31, 2026, after all affected dates were successfully backfilled.

Khoros experienced a Community Analytics data pipeline issue affecting APAC-hosted communities, with analytics data missing from May 19 onwards for approximately 73.5 hours. The incident impacted the Community Analytics component, preventing users from accessing important community metrics and reporting data. The issue was resolved through a pipeline fix and complete data backfill, restoring all missing analytics data for the affected period.

Khoros Care experienced a major incident where replies to Google My Business reviews were failing to publish. The issue lasted 96.8 hours and affected users' ability to respond to customer reviews on the Google My Business platform. The engineering team identified and implemented a fix, restored reply publishing for impacted reviews, and confirmed the service was functioning normally after monitoring.

Khoros Care experienced an issue where Facebook Messenger and Facebook DM author names displayed as numeric IDs instead of customer names, making it difficult for agents to identify customers by name while still allowing them to read and respond to conversations. The incident lasted 103.4 hours and affected the Facebook API component. The root cause was identified and fixed, with new messages displaying names correctly and restoration efforts completed for messages received during the incident window.

Community Analytics data was unavailable for APAC-hosted communities starting May 12, preventing users from accessing analytics information for over 40 hours. The Khoros team identified the root cause and performed a data backfill to restore the missing analytics data. The issue was fully resolved with all data successfully restored and available as expected.

Khoros experienced degraded post ingestion issues affecting Care instances across AMER, APAC, and EMEA datacenters for 37 hours. The infrastructure team applied an initial fix, then implemented a secondary fix after observing continued delays, which restored post ingestion functionality. The incident was fully resolved after monitoring confirmed system stability.

Data for April 30th went missing from EMEA communities in Khoros Communities, affecting Community Analytics and AWS EU Community Hosting services. The infrastructure team identified and deployed a fix, then performed backfill operations to restore the missing data for April 30th, May 3rd, and May 4th. The incident was resolved after approximately 103 hours with all affected data successfully restored.

Khoros experienced degraded performance affecting a subset of communities hosted on AWS US infrastructure for 1.4 hours. The performance issues impacted community functionality during the incident period. The service team investigated and resolved the underlying issue, restoring normal performance to all affected communities.

Some Khoros Community Classic customers experienced problems accessing their community portals, with pages loading incorrectly due to styling issues that made the portals difficult or impossible to use. The issue affected AWS US Community Hosting and lasted approximately 2.3 hours. A fix was implemented and the incident was resolved.