Jul <var data-var='date'>16</var>, <var data-var='time'>04:42</var> UTC Resolved - Cisco Meraki Snapshots are working normally again. We have a backlog but it will be cleared in sometime. Jul <var data-var='date'>16</var>, <var data-var='time'>03:38</var> UTC Monitoring - Cisco Meraki has solved the issue on their end. We will enable snapshots processing on our end and monitor it. Reference: https://status.meraki.net/incidents/6lb0s9fbny1c Jul <var data-var='date'>15</var>, <var data-var='time'>08:36</var> UTC Update - Cisco Meraki API endpoint for fetching camera snapshots is not working as expected. We have contacted Cisco Meraki support. Jul <var data-var='date'>15</var>, <var data-var='time'>06:27</var> UTC Update - We have recovered mostly on all integrations except Cisco Meraki integration. We are working on a fix. Jul <var data-var='date'>15</var>, <var data-var='time'>02:27</var> UTC Identified - The issue has been identified and we are working on a fix.

Cisco Meraki Snapshot API Unavailable

Jun <var data-var='date'>16</var>, <var data-var='time'>16:52</var> UTC Resolved - Mindbody team has confirmed that they have fixed the issue. Daily sync should proceed as usual. If you notice any issues, please reach out to Kisi Support team. Jun <var data-var='date'>16</var>, <var data-var='time'>11:00</var> UTC Update - We have restored access to all users who lost their access during the daily sync. Webhooks will continue to work as expected. We will pause daily syncs on Mindbody integration until the issue is resolved. Jun <var data-var='date'>16</var>, <var data-var='time'>10:57</var> UTC Update - We are continuing to work on a fix for this issue. Jun <var data-var='date'>16</var>, <var data-var='time'>10:29</var> UTC Identified - We have contacted the Mindbody support team and waiting for updates from their side. We are manually restoring access to as many as users as we can. Jun <var data-var='date'>16</var>, <var data-var='time'>09:20</var> UTC Investigating - Mindbody API doesn't return any client information which subsequently led to revocation of access rights during the daily sync.

Mindbody integration issue

Jun <var data-var='date'>12</var>, <var data-var='time'>14:12</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>12</var>, <var data-var='time'>10:19</var> UTC Monitoring - Between 1:15 AM and 6:15 AM UTC our API experienced a resource overload incident affecting a small subset of resources that require access to our caching backend. A fix has been deployed and we are actively monitoring the situation. We are working on restoring metadata. The services that were affected: - Event webhook delivery - Intercom calls - Incident alerts - Camera snapshots

API caching backend issue

May <var data-var='date'> 1</var>, <var data-var='time'>07:16</var> UTC Resolved - This incident has been resolved. Apr <var data-var='date'>30</var>, <var data-var='time'>12:57</var> UTC Monitoring - Our events and incidents services have been partially restored. We are working to restore missing events. Incidents dispatch may also be delayed. Apr <var data-var='date'>30</var>, <var data-var='time'>12:12</var> UTC Investigating - We are currently experiencing issues in our events and incidents services due to an issue in our cloud services provider (GCP). We are actively working to mitigate the issue.

Disruption in Events and Incidents

Apr <var data-var='date'>10</var>, <var data-var='time'>18:58</var> UTC Resolved - Our systems have fully recovered. Apr <var data-var='date'>10</var>, <var data-var='time'>16:46</var> UTC Monitoring - We have deployed a new version that fixes the issue. We are monitoring the recovery of the service. Apr <var data-var='date'>10</var>, <var data-var='time'>16:05</var> UTC Update - We are continuing to investigate this issue. Apr <var data-var='date'>10</var>, <var data-var='time'>16:03</var> UTC Investigating - We are currently investigating the issue. This affects all marketplace applications.

Disruption with Kisi Marketplace service

Mar <var data-var='date'>25</var>, <var data-var='time'>14:13</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'>25</var>, <var data-var='time'>10:49</var> UTC Update - VORTEX team is working on a fix for the issue. Mar <var data-var='date'>25</var>, <var data-var='time'>05:50</var> UTC Identified - We are currently investigating the issue. It appears to be related to the VORTEX API. We have already reached out to the VORTEX team to address this matter.

VORTEX Tailgating feature is experiencing issues

Mar <var data-var='date'>17</var>, <var data-var='time'>19:30</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'>17</var>, <var data-var='time'>12:15</var> UTC Monitoring - The video exports from VORTEX cameras are working as expected now. Mar <var data-var='date'>16</var>, <var data-var='time'>20:05</var> UTC Investigating - We are currently investigating this issue. We are coordinating with VORTEX team to resolve this issue as soon as possible.

Failing video exports for VORTEX cameras

Mar <var data-var='date'>13</var>, <var data-var='time'>11:43</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'>12</var>, <var data-var='time'>15:33</var> UTC Monitoring - The video exports are functioning as intended. We will continue to monitor the situation closely. Mar <var data-var='date'>12</var>, <var data-var='time'>11:29</var> UTC Investigating - We are currently investigating the issue. It appears to be related to the VORTEX API. We have already reached out to the VORTEX team to address this matter.

Video exports are failing for VORTEX cameras

Oct <var data-var='date'>30</var>, <var data-var='time'>17:26</var> UTC Resolved - Between 13:10 and 16:50 UTC, customers may have experienced a delay in synchronization of reader, controller and door configurations from the cloud to the devices. The issue has since been resolved. All device configurations are now up-to-date.

Delayed hardware configuration synchronization

Jun <var data-var='date'>26</var>, <var data-var='time'>10:55</var> UTC Resolved - On June 16, 2025, the Kisi production API experienced a temporary degradation in availability. Investigation revealed that the root cause was an unexpected behavior in Google Cloud Platform’s (GCP) Cloud Run during an internal stack migration and service redistribution process managed by GCP. According to GCP’s engineering response, a background migration and redistribution of workloads triggered a one-time instance restart in our Cloud Run service. This resulted in the application falling below its configured minimum instances temporarily, impacting our ability to serve requests reliably. While the redistribution process is part of GCP’s infrastructure optimization efforts, the side effect of under-scaling was not communicated in advance and not within our control. GCP has confirmed that a fix has been rolled out to address this issue and prevent recurrence in similar scenarios.

Post mortem: June 16 elevated error rates

Jun <var data-var='date'>16</var>, <var data-var='time'>18:49</var> UTC Resolved - The incident has been resolved. It lasted for approximately 30 minutes, from 17:15 to 17:45 UTC. Jun <var data-var='date'>16</var>, <var data-var='time'>18:39</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>16</var>, <var data-var='time'>18:29</var> UTC Update - We are continuing to investigate this issue. Jun <var data-var='date'>16</var>, <var data-var='time'>17:58</var> UTC Investigating - We’re currently investigating an increase in 5xx and 4xx errors affecting our public API. This may impact door unlocks, as well as access to the web and mobile dashboards. We’ll share more updates as we identify the root cause.

Elevated error rates

Jun <var data-var='date'>12</var>, <var data-var='time'>20:57</var> UTC Resolved - Google Cloud Platform has restored service, and all of our affected systems are operating normally again. Jun <var data-var='date'>12</var>, <var data-var='time'>18:30</var> UTC Investigating - Google Cloud Platform is experiencing an outage. Unlocks are not affected, but there may be delays for event related processing (webhooks, event history, ...).

Events outage

Jun <var data-var='date'> 2</var>, <var data-var='time'>16:00</var> UTC Resolved - The Event Service—Kisi’s core system for capturing and forwarding events—experienced a degradation after a recent feature deployment. An unclosed-connection bug gradually exhausted CPU and memory resources, throttling database writes. Our monitoring detected elevated error rates. A redeployment addressed the bug, but due to a large backlog some delayed event webhooks were unfortunately dropped. However, no events were lost. Service Impact: - Event visibility in the Kisi Admin Dashboard and via API was degraded during the degradation window (new events were not yet persisted). - Event Webhook deliveries and report generation were paused until full recovery. Next Steps: - We will adapt our system to process all event webhooks and event related jobs regardless of backlog size - We will isolate our event pipeline to avoid spillover effects from new functionality

Delayed event processing

Oct <var data-var='date'>22</var>, <var data-var='time'>09:00</var> UTC Resolved - The most recent Kisi API release caused elevated error rates. The release has been rolled back and API error rates are back to normal. Unlocks were affected during this time.

Elevated API error rates

May <var data-var='date'>31</var>, <var data-var='time'>09:59</var> UTC Resolved - Fix implemented by our email service provider seems to have fixed the issue. All our outgoing emails have been delivered since 08:30 UTC. May <var data-var='date'>31</var>, <var data-var='time'>09:01</var> UTC Monitoring - A fix has been implemented by our email delivery service provider and we are monitoring results. As of 08:30 UTC a majority of emails are being delivered. May <var data-var='date'>31</var>, <var data-var='time'>07:50</var> UTC Identified - An issue is ongoing causing email delays for all customers. We have identified our email delivery service as the cause of this incident. See https://status.mailgun.com/incidents/30w5l1zqcw5r Currently, a majority of our outgoing emails are affected.

Email delivery issues

May <var data-var='date'>27</var>, <var data-var='time'>14:47</var> UTC Resolved - Our email delivery provider has implemented a fix and is monitoring the results. Emails are being delivered successfully since 13:52 UTC. May <var data-var='date'>27</var>, <var data-var='time'>13:55</var> UTC Monitoring - A majority of emails are being delivered as of 13:52 UTC. We will continue to monitor the issue. May <var data-var='date'>27</var>, <var data-var='time'>13:38</var> UTC Update - We have identified our email delivery service as the cause of this incident. See https://status.mailgun.com/incidents/8bn2px3nyfy4 Currently, a majority of our outgoing emails are affected. May <var data-var='date'>27</var>, <var data-var='time'>13:32</var> UTC Identified - We are investigating an issue causing email delays for all customers. The incident started 13:10 UTC, and is ongoing.

Apr <var data-var='date'>11</var>, <var data-var='time'>14:20</var> UTC Resolved - The release has been rolled back. Unlock failure rates and API error rates are back to normal. Apr <var data-var='date'>11</var>, <var data-var='time'>14:12</var> UTC Identified - The most recent Kisi API release caused elevated error rates. We are rolling back and expect the issue to be resolved in a minute or two. Unlocks are affected.

Mar <var data-var='date'>25</var>, <var data-var='time'>10:15</var> UTC Resolved - Cisco Meraki camera snapshots are working normally. The elevated error rates could be attributed to a single Kisi organization. Mar <var data-var='date'>24</var>, <var data-var='time'>05:00</var> UTC Investigating - The rate of failed Cisco Meraki camera snapshots is higher than normal, we are investigating the issue. We will provide an update by Monday, 2023-04-25 09:00 UTC with current details.

Camera snapshot failure rate

Mar <var data-var='date'> 7</var>, <var data-var='time'>12:02</var> UTC Resolved - We experienced a short (less than 10 minutes) API outage. As a result, unlocks via cloud were failing and web dashboard was unavailable. Offline cache unlocks (https://docs.kisi.io/concepts/offline_support) were working as usual. The issue has now been resolved and we are doing everything to make sure it will not happen again.

API service outage

Jan <var data-var='date'>26</var>, <var data-var='time'>14:53</var> UTC Resolved - All incorrect unlock events have been fixed. Jan <var data-var='date'>26</var>, <var data-var='time'>10:48</var> UTC Update - We are currently correcting the affected unlock events. Jan <var data-var='date'>25</var>, <var data-var='time'>15:11</var> UTC Monitoring - We discovered an issue that caused in-app unlocks to fail for a small group of users that belong to groups with restrictions between 2024-01-24 11:12 UTC and 2024-01-25 14:19 UTC. Although we have resolved the underlying problem causing unlock failures, there was a misreporting of these failures as successes in the unlock events. We are actively addressing and correcting the affected events.

Isolated unlock failures and incorrect unlock events reporting for users that belong to groups with restriction

Jun <var data-var='date'>10</var>, <var data-var='time'>00:53</var> UTC Resolved - Our systems are processing jobs at their normal rate again. Jun <var data-var='date'>10</var>, <var data-var='time'>00:01</var> UTC Update - We are working on a fix to mitigate the impact of the service outage. The fix will be deployed shortly. Jun <var data-var='date'> 9</var>, <var data-var='time'>23:41</var> UTC Update - We are continuing to work on a fix for this issue. Jun <var data-var='date'> 9</var>, <var data-var='time'>23:41</var> UTC Identified - We have identified an issue with background jobs leading to severely degraded throughput. Outgoing emails, alerts, and webhooks are among the impacted features. The root cause seems to be an outage at one of our service providers (https://status.elastic.co/incidents/07bw653d2677). Our team is working on mitigating the issue.

Unusual background job latency

Mar <var data-var='date'> 9</var>, <var data-var='time'>19:04</var> UTC Resolved - Our DNS provider has deployed a fix and this incident should be resolved. We are taking actions to avoid similar incidents in the future. Mar <var data-var='date'> 9</var>, <var data-var='time'>17:39</var> UTC Identified - Our DNS provider is reporting an outage that affects mainly Latin America, but we are also getting indications that other regions are affected. For more information, please see: https://rackspace.service-now.com/system_status?id=child_service_status&service=2309ceb0db6cf200e93ff2e9af961913 Mar <var data-var='date'> 9</var>, <var data-var='time'>17:09</var> UTC Investigating - We are investigating an issue where users in some regions could be experiencing problems resolving Kisi domains. The incident is mainly affecting users in South America that are using Google's DNS servers.

DNS issues in South America

Feb <var data-var='date'>27</var>, <var data-var='time'>14:32</var> UTC Resolved - This incident has been resolved. Feb <var data-var='date'>27</var>, <var data-var='time'>13:42</var> UTC Update - We are continuing to monitor for any further issues. Feb <var data-var='date'>27</var>, <var data-var='time'>13:30</var> UTC Monitoring - Our infrastructure provider had intermittent connectivity issues. The error rates are back to normal and our engineers will continue monitoring the issue. Feb <var data-var='date'>27</var>, <var data-var='time'>13:10</var> UTC Investigating - We are currently seeing an elevated error rate. Our engineers are investigating the underlying issue.

Elevated error rate

Feb <var data-var='date'>22</var>, <var data-var='time'>10:49</var> UTC Resolved - Our email provider is reporting degraded performance, but we are not seeing any unusual email delivery delays at this point. Feb <var data-var='date'>21</var>, <var data-var='time'>19:24</var> UTC Update - Our email provider has identified the problem and is implementing a fix. Feb <var data-var='date'>21</var>, <var data-var='time'>17:37</var> UTC Monitoring - Our email provider is reporting email delivery latency issues. Up to 5% emails may be delayed by more than one minute.

Email delivery delays

Feb <var data-var='date'> 3</var>, <var data-var='time'>14:04</var> UTC Resolved - This incident has been resolved. Feb <var data-var='date'> 3</var>, <var data-var='time'>13:54</var> UTC Update - We are continuing to monitor for any further issues. Feb <var data-var='date'> 3</var>, <var data-var='time'>13:54</var> UTC Monitoring - We have rolled out a fix to all affected controllers and unlocks should work as usual. Feb <var data-var='date'> 3</var>, <var data-var='time'>13:27</var> UTC Update - The issue is affecting customers with Controller Pro 1.0 and Controller Pro 1.1 with wireless locks attached. We will start rolling out a fix in a few minutes. Feb <var data-var='date'> 3</var>, <var data-var='time'>13:20</var> UTC Identified - We have identified a configuration issue affecting a small number of Kisi customers. We are working on fixing the problem.

Is Kisi down?

Kisi status is UP

Lastest published events

Cisco Meraki Snapshot API Unavailable

Mindbody integration issue

API caching backend issue

Kisi Services, Components and Regions

Recent Kisi events

Cisco Meraki Snapshot API Unavailable

Mindbody integration issue

API caching backend issue

Disruption in Events and Incidents

Disruption with Kisi Marketplace service

VORTEX Tailgating feature is experiencing issues