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Kony Cloud status
Current status and incident report

February 25, 2016

Incident window: February 25, 2016 12:00 UTC to February 25, 2016 20:30 UTC
Impacted Cloud services:
  • Management services


Impact Level : minor

PROD SCEP issue has now been resolved. For reasons unknown, when we updated the CERTs on the SCEP server, EMM would not respect the new boxes without a restart. It took some time to triage this. All EMM systems have since been bounced with no outage, but new iOS device enrollments were blocked.

February 25, 2016

Incident window: February 25, 2016 12:00 UTC to February 25, 2016 20:30 UTC
Impacted Cloud services:
  • Management services


Impact Level : minor

We are currently experiencing issues with device enrollment for EMM. SCEP servers are failing. Triage in process…

February 22, 2016 (postponed until February 29th)

Maintenance window: February 22, 2016 00:01 UTC to February 22, 2016 04:00 UTC
Impacted Cloud services:

Impact Level : minor

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window.

Unable to upload using wrap and sign option

Incident window: February 19, 2016 11:23 UTC
Impacted Cloud services:
  • Management services


Impact Level : high

An issue was identified with “Wrap and Sign” for Android that was dependent on a fix being released by Dexguard. The necessary fix from Dexguard has now been released and we are working to provide a hotfix to correct the original issue as soon as possible.

February 15, 2016 (postponed until February 29th)

Maintenance window: February 15, 2016 00:01 UTC to February 15, 2016 04:00 UTC
Impacted Cloud services:

Impact Level : minor

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window.

API and Login Performance

Incident window: February 13, 2016 08:30 UTC to February 22, 2016 12:45 UTC
Impacted Cloud services:
  • Login performance

  • API interactions


Impact Level : high

We have located and fixed the issue causing the vast publish failures over the last 2 weeks. Our infrastructure uses a log parsing server to consume, filter, and hold near realtime logs. Some time back we moved the infrastructure components to an asynchronous model to post logs to this service. Generally, the response times on the synchronous calls are quite low, but on occasion the number and quantity of log records pushed to the service would cause some latency in that API. That jitter was the main reason to move to an asynchronous model. In debugging the publish issue, we ultimately discovered that one code path was still posting directly to the logging service and, as noted above, at random intervals there could be an unexpected latency in the synchronous API used to do that post. The result is that we would see an intermittent ‘pause’ of up to 30 seconds when calling the log ingestion api. The internal timeout was 10 seconds, and this latency caused publish activity to halt. We did extend, as a workaround, the timeout to 15, and then 20 seconds. Those changes eased, but did not eliminate the failures seen by customers. As this was happening in only one code point, it took some time to ‘divide-by-two’ and get down to the internal function call that was causing the excessive wait. Also, 99% of calls in our testing environment ( and in production ) would not show the latency, making locating this anomaly somewhat challenging to find. On Wednesday, the 17th of Feb at 3:47PM GMT, we pushed an emergency change to production to disable the ‘happy path’ logging that was going directly to the logging service. Error logging was left enabled in order to maintain visibility to internal errors in the subject API. Note that we were not, and are not, seeing issues in that service. Latency issues caused the caller to abandon the request, even though the service was completing successfully, but slowly. The change to disable the logging in the normal flow had an immediate effect. The result of the change is that 99% of these calls are now completing in under 400ms. There are a few outliers taking up to 2000 ms. We have since observed no latency issues in the API. On the 22nd of Feb at 12:45 GMT we pushed a more permanent change to the component to use the asynchronous logging facility and have closed out our internal issue.

February 4, 2016

Maintenance window: February 04, 2016 00:01 UTC to February 04, 2016 04:00 UTC
Impacted Cloud services:
  • Identity services

    • Fix for Kony SDK refresh token not refreshing OAuth session


Impact Level : minor

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window.

January 30, 2016

Maintenance window: January 30, 2016 05:01 UTC to January 30, 2016 09:00 UTC
During this maintenance window, product functionality will not be impacted except as noted below. Deployed applications, Messaging campaigns, and mobile device management activities will continue to function normally. Customer access to the management consoles for these activities will not be available. We strongly suggest that you do not perform any application deployments or make configuration changes in the hours leading up to the maintenance window in order to reduce any risk to your environment. While your applications and services will continue to run, you will not have the ability to manage them during this maintenance window.
Impacted Cloud services:
  • Cloud Management Console

    • Security upgrades will be performed.

    • The ability to access the Cloud Management Console will not be available. However, your runtime environments and services will still be operational. There is no disruption to your end-user apps and the deployed runtime services and APIs they use. This outage is limited to the management console and is not expected to last the entirety of the maintenance window.

    • While the Cloud Management Console is unavailable you will not be able to perform the following:

    • Access the administration consoles for your Kony products.

    • Perform MobileFabric service deployments.

  • Kony Studio

    • You will be unable to log in using your Kony Cloud credentials. Logins using Studio license files will not be impacted.

    • You will be unable to perform application deployments to Kony Cloud.

  • Kony Visualizer

    • You will be unable to log in using your Kony Cloud credentials.

    • You will be unable to publish projects and/or share prototypes to Kony Cloud.

  • Analytics & Reporting services

    • Database capacity is being expanded.

    • During the maintenance window, reporting services will not be available, but analytics data will still be captured.

  • Developer portal

    • You will be unable to access the site while the maintenance is being performed.


Impact Level : high

We anticipate an outage for the Cloud Management Console within the maintenance window. Every effort will be made to minimize the duration of the outage. We estimate approximately 1-2 hours for the outage.

January 30, 2016

Maintenance window: January 30, 2016 00:01 UTC to January 30, 2016 04:00 UTC
(This maintenance was originally planned for January 23)
Impacted Cloud services:
  • Sync services

    • Due to a configuration change in some open-source packages, we are required to make infrastructure changes to support application deployment and scaling events.

    • If you already have custom code on your Sync server, you can republish to it to apply this fix yourself.

    • If you would like to schedule a different time for this fix to be applied, please open a support ticket using the Cloud Management Portal for each affected Cloud communicated to your organization via email.


Impact Level : minor

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window. We anticipate any downtime lasting approximately ten minutes; this duration would be approximately the amount of time required to deploy an application.