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Kony Cloud status
Current status and incident report

Cloud Management Console - Performance Degradation

Incident window: November 23, 2020 20:00 UTC to ongoing
Impacted Cloud services:
  • Cloud Management Console

    • Access to management console impacted


Impact Level : medium

We’re experiencing performance degradation for manage.kony.com. This should not affect any runtime environments. Engineering is looking into the incident.

[2020-11-23 23:40 UTC] Resolved Issue identified and performance restored.

Cloud SSL Certificate Updates

Maintenance window: November 14, 2020 08:01 UTC to November 15, 2020 00:01 UTC
Impacted Cloud services:
  • Cloud SSL certificates for Identity services (.auth.konycloud.com), Engagement services (.messaging.konycloud.com), App services (.konycloud.com), and Sync services (.sync.konycloud.com)

    • ⚠️ Note: If you have not pinned Kony certificates in your application, no application updates will be necessary. Customers that have pinned SSL certificates will need to download the new certificates, rebuild the applications, including both the old and new certificates, and publish the updated binaries to the various app stores. Your applications should be published before Kony updates the certificates on the cloud servers or customers will no longer be able to connect. New certificates can be found on the Kony Cloud Certificate Preview page. The new certificates can also be downloaded by executing the following commands:

      • Identity: openssl s_client -showcerts -connect konycertificatepreview.auth.konycloud.com:443

      • Engagement: openssl s_client -showcerts -connect konycertificatepreview.messaging.konycloud.com:7443

      • App: openssl s_client -showcerts -connect konycertificatepreview.konycloud.com:8443

      • Sync: openssl s_client -showcerts -connect konycertificatepreview.sync.konycloud.com:9443

    • Customers who have pinned the public key instead of the full certificate (which we strongly recommend and was made available in V8 SP4) may not be required to update their applications. The updated certificates will have the same public keys as the existing certificates.

      • If necessary, you can submit your applications for expedited approval (e.g., Apple has an expedited approval process for critical bugs, or in this case, pinned certificates).


        Impact Level : high

        Customer applications that have pinned SSL certificates will need to be updated as described above prior to this maintenance window. Customer applications that have not pinned SSL certificates will not be affected and will experience no service disruptions during this maintenance window.

        Please refer to our documentation for how to pin the public key of a certificate (which we strongly recommend and was made available in V8 SP4) or how to pin an SSL certificate in your apps (deprecated).

        [2020-11-14] 17:45 UTC] Resolved Infrastructure certificates rotation has completed. We have verified the SSL certs on all affected multi-tenant services in all regions.

        Identity maintenance

        Maintenance window: November 14, 2020 00:01 to 04:00
        The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
        Impacted Cloud services:
        • Identity

          • Fixed issue where revoke URL is not getting auto-generated for OKTA identity service

          • Added grant type ‘refresh_token’ support to OAuth identity provider


        Impact Level : minor

        No downtime is expected for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.

        Reporting Services - Significant performance degradation and unavailability

        Incident window: October 25, 2020 00:01 to ongoing
        Impacted Cloud services:
        • Reporting Services


          Impact Level : high

          Reporting services performance is significantly degraded as analytics ingestion is encountering issues.

          We are working to recover the services and will provide an ETA as soon as possible.

          Data from the 19th onward may not be available yet. No analytics data was lost during the incident window and should be reflected in newly generated reports.

          [2020-10-29 00:20 UTC] We are currently recovering the reporting system and have approximately 750M messages to process. We are able to ingest about 150,000 messages/minute, but this includes new data in addition to the backlog. At present we estimate about six more days before we might catch up to normal ingestion latency.

          [2020-11-09 16:00 UTC] We are approximately 1 day behind in processing queued messages, with the backlog down to under 70M messages.

          [2020-11-11 19:45 UTC] Resolved. All queued messages have been processed.

          Multi-Tenant Integration Server Hotfix

          Maintenance window: September 21, 2020 00:01 to 04:00
          The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
          Impacted Cloud services:
          • Integration

            • Improperly escaped queries that were causing SQL execptions within Fabric’s MSSQL calls have been corrected.

            • ⚠️ Any existing Clouds containing dedicated (i.e., single-tenant) Kony Integration Server runtime environments will not be affected during the maintenance window (i.e., will not be automatically upgraded). If you wish to upgrade, please open a support case, specifying your Cloud(s), desired version (V8 SP4 FP3 HF7), and desired maintenance window (day, time, and timezone) when we can apply the upgrade. Existing Clouds containing shared (i.e., multi-tenant) Kony Integration Server runtime environments (e.g., AppPlatform Gold & Platinum tiers (excluding Platinum Plus), free Fabric services) will be automatically upgraded during the maintenance window.


          Impact Level : minor

          Minor downtime is possible for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.

          Identity Services Hotfix

          Maintenance window: September 7, 2020 00:01 to 04:00
          The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
          Impacted Cloud services:
          • Identity

            • With MFA enabled, the claims token generated by MFA enabled Identity services mat not work for subsequent service calls. Service calls are failing with a “Not a trusted token error” message. In the case of (custom and MFA) providers, when refresh tokens (generated with MFA) are used, the Identity system was not copying the user_id from the previous claims token to the newly generated claims token. Applications that were not referencing the user_profile, but rather the token for user attributes, might fail.

            • The Quantum Identity team identified a corner case where a token is getting refreshed but the system is not restoring the profile attributes from the older claims token to the newly generated claims token. This happens only when the user is active throughout the idle timeout duration. The best practice is to fetch certain attributes from the user profile. This fix will replicate profile attributes to the newly generated claims token.


          Impact Level : minor

          Minor downtime is possible for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.

          Quantum V9 SP1 Release

          Maintenance window: August 24, 2020 00:01 to 04:00
          The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
          Impacted Cloud services:
          • Fabric Integration Server

            • New File Storage Adapter is added. Cloud customers can create applications with Quantum Fabric’s new file storage mechanism.

            • Personally Identifiable Information (PII) data like User ID and IP will be encoded in analytics for client requests that originate from GDPR countries. A new option is added to Integration Server that enables encoding PII data for all requests and prevents logging PII data to the Integration Server console logs.

            • Workflow audit history UX is enhanced to display the primary key(s) of the linked objects to improve traceability of workflow instances

            • Workflow instance ID and X-Kony-RequestID have been added to the server logs, which can be used to trace Fabric service calls that are invoked from Workflow

            • A new interface is provided in Service Manager to honor the relevant pre/post processors when Object Services are invoked from custom code

            • Details in the Service Monitor are enhanced to identify the parent service

          • Fabric Integration Server & Cloud Management Console

            • A new timer task is added to Fabric Workflow. Using timer tasks, users can configure a fixed delay or a delay based on an expression between tasks.

            • A new adapter is added to overwrite the rules that are defined in client application services

            • Users can now create upgrade policies for child apps in EAS

          • Cloud Management Console

            • User experience for designing Workflows is enhanced

            • Users can now version a Fabric application that includes Engagement artifacts in the application

          • Identity

            • OAuth Provider Identity Service has added the ability to customize or completely remove the UI for managing the permissions for users

          • Engagement Server

            • Users can now send a voice SMS using Nexmo and Twilio

            • Users can now create segments based on web channels


          Impact Level : minor

          Minor downtime is possible for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.

          Identity, Workspace, Management Console, and Integration Server Release

          Maintenance window: July 13, 2020 00:01 to 04:00
          The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
          Impacted Cloud services:
          • Identity

            • A new timer task is added to Fabric’s workflow. Using timer tasks, users can configure a fixed delay or a delay based on expressions between tasks in the workflow.

          • Workspace

            • A new timer task is added to Fabric’s workflow. Using timer tasks, users can configure a fixed delay or a delay based on expressions between tasks in the workflow.

          • Management Console

            • A new timer task is added to Fabric’s workflow. Using timer tasks, users can configure a fixed delay or a delay based on expressions between tasks in the workflow.

          • Integration Server

            • A new timer task is added to Fabric’s workflow. Using timer tasks, users can configure a fixed delay or a delay based on expressions between tasks in the workflow.

            • Workflow Audit history instance details has been enhanced with the capability to Manually Retry a Failed task in the workflow. Admin users can view the details of the error of the failed task and from there do a Read-only Retry of that task. Upon successful execution of that task, the workflow will resume and proceed to execute the next task.

            • ⚠️ Any existing Clouds containing Kony Integration Server runtime environments will not be affected during the maintenance window (i.e., will not be automatically upgraded). If you wish to upgrade, please open a support case, specifying your Cloud(s), desired version (V8 SP4 FP2), and desired maintenance window (day, time, and timezone) when we can apply the upgrade


          Impact Level : minor

          No downtime is expected for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.

          Identity Services Maintenance

          Maintenance window: June 8, 2020 00:01 to 04:00
          No downtime is expected for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.
          Impacted Cloud services:
          • Identity

            • Applied fix to clean up the observers on every SAML login request flow

            • Fixed the heap memory from increasing over a period of time

            • Applied fix to handle concurrency issues in SAML login request flow

            • Fixed the issue where metadata was getting mixed up between threads during login


          Impact Level : minor

          The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.