THIS IS A SCHEDULED EVENT Sep <var data-var='date'>4</var>, <var data-var='time'>22:00</var> - <var data-var='time'>23:00</var> EDT Aug <var data-var='date'>19</var>, <var data-var='time'>09:00</var> EDT Scheduled - KnowledgeOwl will be undergoing scheduled maintenance and downtime for approximately one hour.

Scheduled maintenance and downtime

Apr <var data-var='date'>27</var>, <var data-var='time'>14:52</var> EDT Resolved - The fix is holding and this incident is now resolved. We'll share a post-mortem later this week. Thanks for your patience today. Apr <var data-var='date'>27</var>, <var data-var='time'>13:49</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. All systems should be back online. We will continue to monitor over the next hour before marking this as resolved, and we will share a postmortem once our review is complete. Apr <var data-var='date'>27</var>, <var data-var='time'>12:48</var> EDT Update - Our team is actively investigating and has attempted several mitigations, none of which have resolved the issue. We'll continue posting hourly updates, or sooner if the situation changes. Apr <var data-var='date'>27</var>, <var data-var='time'>11:46</var> EDT Update - We are still in emergency maintenance mode as we sort out the underlying issues that were causing the 504 errors. We are so sorry and are trying to get you all back online as quickly as possible. As one of our customers said, it is the Mondayest Monday. Apr <var data-var='date'>27</var>, <var data-var='time'>10:48</var> EDT Update - All services are currently in maintenance mode. This includes knowledge bases, the application, files, and the API. Apr <var data-var='date'>27</var>, <var data-var='time'>10:39</var> EDT Identified - We are temporarily putting KnowledgeOwl into maintenance mode in order to let the system recover. We will be bringing everything back on line as quickly as possible. Apr <var data-var='date'>27</var>, <var data-var='time'>10:22</var> EDT Investigating - We are currently investigating reports of 504 errors and slow load times.

Reports of 504 errors and slow load times

Apr <var data-var='date'>22</var>, <var data-var='time'>23:21</var> EDT Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>22</var>, <var data-var='time'>23:12</var> EDT Verifying - Verification is currently underway for the maintenance items. Apr <var data-var='date'>22</var>, <var data-var='time'>23:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'> 1</var>, <var data-var='time'>10:15</var> EDT Scheduled - KnowledgeOwl will be undergoing scheduled maintenance and downtime for approximately one hour.

Schedule maintenance and downtime

Apr <var data-var='date'>22</var>, <var data-var='time'>14:41</var> EDT Resolved - Our fix seems to be working and we haven't seen any further issues. We'll share a post-mortem tomorrow. Thank you for your patience today! Apr <var data-var='date'>22</var>, <var data-var='time'>12:10</var> EDT Monitoring - We've rolled out a fix for the issue and we're monitoring performance. Apr <var data-var='date'>22</var>, <var data-var='time'>11:22</var> EDT Identified - We've identified the issue and are working to implement a fix. Apr <var data-var='date'>22</var>, <var data-var='time'>11:15</var> EDT Investigating - We're investigating reports of 504 gateway timeouts and other slowness accessing knowledge bases and the KnowledgeOwl application.

Reports of knowledge base and app slowness

Apr <var data-var='date'> 1</var>, <var data-var='time'>18:39</var> EDT Resolved - This incident has been resolved. Microsoft has reviewed and unflagged our file library. Files uploaded to KnowledgeOwl should no longer be marked as unsafe in Microsoft Edge. If you are still experiencing issues, please contact support. Apr <var data-var='date'> 1</var>, <var data-var='time'>17:21</var> EDT Identified - This issue is limited to Microsoft Edge. Someone flagged a file uploaded to a KnowledgeOwl trial account as phishing, which has since been resolved with AWS (the file and trial account were deleted). However, Microsoft Edge is now flagging all files uploaded to KnowledgeOwl as unsafe. We've submitted a report to Microsoft requesting a review. In the meantime, Edge users can help by reporting the site as safe. Apr <var data-var='date'> 1</var>, <var data-var='time'>16:40</var> EDT Investigating - We are investigating reports of files being marked as unsafe by Microsoft Defender SmartScreen. We are working on a fix.

Unsafe files warning from Microsoft Defender SmartScreen

Jan <var data-var='date'>29</var>, <var data-var='time'>15:00</var> EST Resolved - This incident is now resolved. KnowledgeOwl is fully operational, and systems have been stable during our monitoring period. Thank you for your patience and understanding throughout today’s degraded performance. If you notice anything unexpected, please don’t hesitate to reach out. 🦉💛 Jan <var data-var='date'>29</var>, <var data-var='time'>13:28</var> EST Monitoring - A fix was implemented, and we have been monitoring results. The issues have been stabilized for 30 minutes, and we will continue to watch closely for any changes. Jan <var data-var='date'>29</var>, <var data-var='time'>12:47</var> EST Investigating - We are currently investigating the situation to find the cause of the intermittent issues we're seeing.

Degraded performance and time outs.

Nov <var data-var='date'>18</var>, <var data-var='time'>22:33</var> EST Resolved - This incident is now resolved. KnowledgeOwl is fully operational, and systems have been stable during our monitoring period. Thank you for your patience and understanding throughout today’s disruption. If you notice anything unexpected, please don’t hesitate to reach out. 🦉💛 Nov <var data-var='date'>18</var>, <var data-var='time'>17:05</var> EST Update - KnowledgeOwl is back online and functioning normally. We’re keeping the incident open for now while we continue to monitor system performance closely. We’ll move this to Resolved once we’re confident everything is fully stable. Thank you for your patience today! Nov <var data-var='date'>18</var>, <var data-var='time'>16:11</var> EST Monitoring - We temporarily placed KnowledgeOwl into maintenance mode to support a safe and stable recovery. Services are now coming back online, and most customers should begin seeing normal access return. We’re continuing to bring systems up carefully and will monitor performance closely throughout the process. If you notice anything unexpected, please reach out. Thank you for your patience while we ensure everything returns to full health. Nov <var data-var='date'>18</var>, <var data-var='time'>15:45</var> EST Investigating - We’re currently experiencing an outage and KnowledgeOwl is unavailable for some or all customers. Our team is actively investigating the issue and working to restore service as quickly as possible. At this time, you may see errors when trying to access your knowledge bases or the KnowledgeOwl app. We’ll share updates on this page as soon as we have more information.

Service outage & recovery

Aug <var data-var='date'>22</var>, <var data-var='time'>23:15</var> EDT Completed - Database maintenance completed successfully. Aug <var data-var='date'>22</var>, <var data-var='time'>23:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'> 6</var>, <var data-var='time'>15:43</var> EDT Scheduled - We will be undergoing scheduled database maintenance Aug 22 at 23:00 ET (21:00 MT / 3:00 Aug 23 GMT) for approximately 60 minutes.

Database maintenance

Jul <var data-var='date'>25</var>, <var data-var='time'>19:22</var> EDT Resolved - We’ve identified the root cause (an internal error) and have taken steps to ensure it won’t happen again. Have a great weekend and we’ll do our best to stay out of your inbox! Jul <var data-var='date'>25</var>, <var data-var='time'>19:12</var> EDT Monitoring - We fixed an issue that was causing error message on knowledge bases and the KO application. It is looking to be resolved but we will continue monitoring before we mark it as resolved. Sorry for the trouble folks!

Error messages on knowledge bases and apps

Feb <var data-var='date'>13</var>, <var data-var='time'>21:24</var> EST Resolved - This incident has been resolved. Thank you again for your patience! Feb <var data-var='date'>13</var>, <var data-var='time'>21:12</var> EST Monitoring - A fix has been implemented and knowledge bases are back up. We are monitoring. Feb <var data-var='date'>13</var>, <var data-var='time'>21:08</var> EST Update - We are continuing to investigate this issue. Feb <var data-var='date'>13</var>, <var data-var='time'>20:53</var> EST Investigating - We are currently experiencing an outage affecting knowledge bases. Our team is actively investigating the issue and working on a resolution. We will provide updates as soon as we have more information. Thank you for your patience!

Knowledge base outage

Nov <var data-var='date'> 2</var>, <var data-var='time'>22:06</var> EDT Completed - Maintenance has completed. All services back online. Nov <var data-var='date'> 2</var>, <var data-var='time'>22:03</var> EDT Verifying - Maintenance has completed, verifying integrity. Nov <var data-var='date'> 2</var>, <var data-var='time'>21:56</var> EDT Update - Maintenance is proceeding, but taking longer than expected to complete. We will continue providing updates until the maintenance is completed. Nov <var data-var='date'> 2</var>, <var data-var='time'>21:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Nov <var data-var='date'> 2</var>, <var data-var='time'>20:24</var> EDT Scheduled - We will be undergoing scheduled maintenance during this time.

Sep <var data-var='date'> 9</var>, <var data-var='time'>18:36</var> EDT Resolved - We are still investigating the underlying cause of the issue with Friday's release. However, no further issues have occurred since the rollback so we are marking this incident as resolved. Sep <var data-var='date'> 9</var>, <var data-var='time'>16:24</var> EDT Monitoring - We've narrowed down the issue to a release that went out on Friday, September 6th. The release was rolled back and we are monitoring to ensure the slowdowns and connection errors have been resolved. We will continue to investigate what went wrong with this release. Sep <var data-var='date'> 9</var>, <var data-var='time'>16:04</var> EDT Investigating - We are currently investigating the situation to find the cause of the intermittent issues we're seeing.

Intermittent slowdowns and connection errors

Jun <var data-var='date'>18</var>, <var data-var='time'>02:10</var> EDT Resolved - We have not seen any new errors in over 20 minutes and all customers who reported the issue have confirmed it appears to be resolved. Hoot! Jun <var data-var='date'>18</var>, <var data-var='time'>01:34</var> EDT Monitoring - We have blocked traffic that appears to have been malicious and are monitoring to make sure things are okay now. Jun <var data-var='date'>18</var>, <var data-var='time'>01:31</var> EDT Investigating - We are currently investigating errors accessing both the knowledge base and the web application.

Intermittent Errors

Jun <var data-var='date'> 7</var>, <var data-var='time'>23:36</var> EDT Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 7</var>, <var data-var='time'>23:29</var> EDT Verifying - Verification is currently underway for the maintenance items. Jun <var data-var='date'> 7</var>, <var data-var='time'>23:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>15</var>, <var data-var='time'>11:21</var> EDT Scheduled - Due to scheduled maintenance, KnowledgeOwl will be unavailable for 60-minute window on June 7th/8th. The downtime will begin at: - 11 pm EDT on Friday, June 7th - 9 pm MDT on Friday, June 7th - 4 am BST on Saturday, June 8th To figure this out in your own timezone, check out World Time Buddy: https://www.worldtimebuddy.com/ We expect this maintenance to take no more than 60 minutes (and hopefully less!). During this time, knowledge bases, the application, and the API will be unavailable.

Server maintenance

Mar <var data-var='date'>26</var>, <var data-var='time'>09:40</var> EDT Resolved - This incident appears to have been resolved. We've been monitoring for the past hour and are no longer seeing errors with uploading files and images. We've confirmed with multiple customers that the issues appear to be resolved on their end as well. We are still determining what caused the issue and we will send a postmortem with our findings and next steps. Thanks again to everyone who reported the issue and helped us get it resolved so quickly! Mar <var data-var='date'>26</var>, <var data-var='time'>08:40</var> EDT Monitoring - We think we've fixed the issue. We are continuing to monitor and confirming the fix with impacted customers. For anyone that received an error while uploaded or updating a file or image, you will need to upload it again for it to work properly. Mar <var data-var='date'>26</var>, <var data-var='time'>08:27</var> EDT Investigating - We are investigating reports of images not loading and errors with newly uploaded files. Many thanks to everyone who reported the issue and so sorry for the trouble. We're working on getting this fixed as soon as possible!

Issue with images and files

Dec <var data-var='date'>15</var>, <var data-var='time'>06:35</var> EST Resolved - Everything seems back to normal so we are resolving. Let us know if you are still having any issues and thank you for your patience! Dec <var data-var='date'>15</var>, <var data-var='time'>06:12</var> EST Investigating - We are investigating reports of slowness and errors when logging into the application and knowledge bases.

Errors and slow loading in kbs and KO

Nov <var data-var='date'> 6</var>, <var data-var='time'>14:08</var> EST Resolved - Our fix seems to have fully resolved the issue; we'll be issuing a postmortem shortly to explain root cause in more detail. Thank you all for your patience today! Nov <var data-var='date'> 6</var>, <var data-var='time'>13:41</var> EST Monitoring - We seem to be back to normal operations, but we're continuing to monitor performance and finish our investigation of the initial root cause. Nov <var data-var='date'> 6</var>, <var data-var='time'>13:36</var> EST Update - We are continuing to investigate this issue. Nov <var data-var='date'> 6</var>, <var data-var='time'>13:31</var> EST Investigating - We just started seeing reports and warnings that KnowledgeOwl is down. Our team is focusing on getting it sorted and back online ASAP.

Outage detected

Mar <var data-var='date'>24</var>, <var data-var='time'>16:20</var> EDT Resolved - We are officially marking this incident as resolved. All systems have been operating normally since approximately 12 pm EDT, and we have not seen any more malicious looking traffic hitting our servers. We are continuing to investigate the source of the potential attack and we are planning to share a postmortem on Monday. We are sorry for the trouble this caused and we appreciate the grace everyone has shown as we dealt with this problem. Let us know if we can help with anything in the meantime, and we will be in touch early next week with our postmortem. Mar <var data-var='date'>24</var>, <var data-var='time'>14:00</var> EDT Update - Thank you everyone for your patience today. Based on our investigation, it appears that KnowledgeOwl was attacked by malicious traffic which caused the intermittent outages and slowness. We have made some changes to mitigate the impact of the spikes, but we are not quite ready to mark this as resolved as we want to ensure that there are no more spikes of illegitimate traffic. We will be providing more information and a postmortem once we feel the issue is fully resolved. Please let us know if you are still having issues. Mar <var data-var='date'>24</var>, <var data-var='time'>12:26</var> EDT Update - Quick update from our end. The app and knowledge bases have come back online and seem to be stable now. We have a lead on potential root cause but we are still working through it. We are so sorry for the disruptions to your day and we will be sharing more information as we work to fully resolve the problem. Mar <var data-var='date'>24</var>, <var data-var='time'>11:17</var> EDT Update - The system is back down. We are dealing with an abnormal amount of traffic and trying to resolve asap. We are so sorry for the trouble today. Mar <var data-var='date'>24</var>, <var data-var='time'>10:05</var> EDT Monitoring - Our CTO confirmed that all systems are back to operational and we will continue to monitor. We have a possible lead as to the cause of today's issues and will post more information as it becomes available. Sorry again for the trouble and let us know if you are still having any issues! Mar <var data-var='date'>24</var>, <var data-var='time'>09:49</var> EDT Update - We are continuing to investigate the intermittent outages and slowness. Since just before 7 am EDT, the system seems to have gone down and recovered on its own a few times. While it appears to be back up and working, we will leave this incident active as we continue to investigate and monitor the situation. We will continue to post updates here along with a postmortem once it is resolved. Thanks for your patience this morning and our apologies for the disruption to your day! Mar <var data-var='date'>24</var>, <var data-var='time'>08:49</var> EDT Investigating - We are currently investigating and are working to get everything back up and running asap. We will be posting updates here!

Intermittent Outages and Slowness

Mar <var data-var='date'>14</var>, <var data-var='time'>13:03</var> EDT Resolved - This incident has been resolved. Mar <var data-var='date'>14</var>, <var data-var='time'>12:57</var> EDT Update - We are continuing to monitor for any further issues. Mar <var data-var='date'>14</var>, <var data-var='time'>12:57</var> EDT Update - This appears to be resolved. Thanks to everyone who reported the problem and sorry for the trouble today! Mar <var data-var='date'>14</var>, <var data-var='time'>12:06</var> EDT Monitoring - The issues seem to have subsided around 11:45 ET. We are currently keeping an eye on it and will wait a bit before marking the issue as resolved. Mar <var data-var='date'>14</var>, <var data-var='time'>11:44</var> EDT Investigating - We have received multiple reports of slowness and intermittent 504 errors. We are currently investigating and will report back asap. Sorry for the trouble and thanks to everyone for letting us know!

Reports of slowness and intermittent 504 errors

Feb <var data-var='date'>16</var>, <var data-var='time'>12:05</var> EST Resolved - Our monitoring has looked good and we're seeing continued normal performance across the board, so we're marking this as Resolved. We have noticed some issues with knowledge base tables of contents either missing some content or having duplicate articles. If your knowledge base is showing either of these issues, please reach out to our support team and we can get you back to a normal table of contents state. Thank you all for your patience and being so gracious with our team today through this whole outage. We'll post a full postmortem after we've fully fleshed out the root cause and next steps. Feb <var data-var='date'>16</var>, <var data-var='time'>11:14</var> EST Monitoring - We've rolled out a new fix and are monitoring its performance. So far we've seen some small performance spikes but nothing that should prevent access. We'll continue to monitor to be sure things are resolved. Feb <var data-var='date'>16</var>, <var data-var='time'>10:54</var> EST Identified - The fix we implemented isn't performing as well as we'd hoped. We're taking sites down briefly to implement an additional fix. Feb <var data-var='date'>16</var>, <var data-var='time'>10:49</var> EST Monitoring - It looks like things have stabilized due to our fix, but we are continuing to monitor performance. Feb <var data-var='date'>16</var>, <var data-var='time'>10:44</var> EST Identified - We have identified the issue and are testing a fix. Feb <var data-var='date'>16</var>, <var data-var='time'>10:08</var> EST Update - We've confirmed a full outage of the app and knowledge bases and are actively working to get it resolved. Sorry for the disruption to your day and we hope to be back online quickly! Feb <var data-var='date'>16</var>, <var data-var='time'>09:53</var> EST Investigating - We've had several reports of the KnowledgeOwl app and knowledge bases being slow or inaccessible this morning. We're investigating the root cause and will provide updates as we have them.

Site outage & reports of slowness

Feb <var data-var='date'> 7</var>, <var data-var='time'>08:42</var> EST Resolved - All systems are operational and we will continue investigating the root cause. We are going to close this incident as it appears to be resolved. Please contact support@knowledgeowl.com if you need any help! Feb <var data-var='date'> 7</var>, <var data-var='time'>08:27</var> EST Monitoring - A fix has been implemented and we are monitoring the results. Feb <var data-var='date'> 7</var>, <var data-var='time'>07:08</var> EST Investigating - We are currently investigating and are working to get everything back up and running as quickly as possible. We will be posting updates here!

Outage

Feb <var data-var='date'> 3</var>, <var data-var='time'>23:31</var> EST Completed - The scheduled maintenance has been completed. Feb <var data-var='date'> 3</var>, <var data-var='time'>23:01</var> EST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jan <var data-var='date'>17</var>, <var data-var='time'>14:11</var> EST Scheduled - KnowledgeOwl will be performing some scheduled maintenance on Friday, February 3rd. During this time, knowledge bases, the application, and the API will be unavailable. The downtime will begin at: - 9 pm MST on Friday, February 3rd - 11 pm EST on Friday, February 3rd - 4 am GMT on Saturday, February 4th We expect this maintenance to take 30 minutes.

Scheduled maintenance + site down time

Aug <var data-var='date'>25</var>, <var data-var='time'>07:52</var> EDT Resolved - All systems are operational and we will continue investigating the root cause. We are going to close this incident as it appears to be resolved. Please contact support@knowledgeowl.com if you need any help! Aug <var data-var='date'>25</var>, <var data-var='time'>07:35</var> EDT Monitoring - We are back up and stable right now. We are still monitoring and investigating the root cause of the issue. Aug <var data-var='date'>25</var>, <var data-var='time'>07:18</var> EDT Investigating - We are currently investigating and are working to get everything back up and running as quickly as possible. We will be posting updates here!

Jul <var data-var='date'> 6</var>, <var data-var='time'>16:47</var> EDT Resolved - This incident has been resolved. Jul <var data-var='date'> 6</var>, <var data-var='time'>16:15</var> EDT Monitoring - The background job processor is now fully caught up. We're continuing to monitor performance. Jul <var data-var='date'> 6</var>, <var data-var='time'>15:03</var> EDT Update - Background jobs are still experiencing some delays while the background queue recovers. Jul <var data-var='date'> 6</var>, <var data-var='time'>13:47</var> EDT Identified - Our background job processor is currently backed up. This means delays for processes that hit that worker, including things like bulk edit jobs and PDF generation. You may see these types of tasks taking longer to complete than normal. We're working to get the worker back to full bandwidth and appreciate your patience in the meantime.

Slow processing of background jobs

Jun <var data-var='date'>19</var>, <var data-var='time'>22:27</var> EDT Completed - The scheduled maintenance has been completed. Jun <var data-var='date'>19</var>, <var data-var='time'>22:19</var> EDT Verifying - Verification is currently underway for the maintenance items. Jun <var data-var='date'>19</var>, <var data-var='time'>22:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'> 2</var>, <var data-var='time'>14:12</var> EDT Scheduled - Due to scheduled maintenance, KnowledgeOwl will be unavailable for a one-hour window on June 19th/20th. The downtime will begin at: - 8 pm MDT on Sunday, June 19th - 10 pm EDT on Sunday, June 19th - 3 am BST on Monday, June 20th We expect this maintenance to take no more than one hour (and hopefully less!). During this time, knowledge bases, the application, and the API will be unavailable.

Is KnowledgeOwl down?

KnowledgeOwl status is UP

Lastest published events

Scheduled maintenance and downtime

Reports of 504 errors and slow load times

Schedule maintenance and downtime

KnowledgeOwl Services, Components and Regions

Recent KnowledgeOwl events

Scheduled maintenance and downtime

Reports of 504 errors and slow load times

Schedule maintenance and downtime

Reports of knowledge base and app slowness

Unsafe files warning from Microsoft Defender SmartScreen

Degraded performance and time outs.