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Kony Cloud status
Current status and incident report

Cloud Management Console Release

Maintenance window: April 15, 2019 04:00 to 08:00 UTC
Impacted Cloud services:
  • Cloud Management Console

    • Fix connection errors occurring during RDBMS integration service and Object Service configurations

    • Fix “failed to fetch operations” error when attempting to connect to MSSQL stored procedure


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.

Management Services - inability to release iOS and Android apps using EMM

Incident window: April 8, 2019 11:00 UTC to April 10, 2019 01:56 UTC
Impacted Cloud services:
  • Management services


Impact Level : high

We are investigating.

[2019-04-09 21:57 UTC] Resolved. We have identified and addressed the underlying issue (rolling out a fix to all regions by April 9 21:24 UTC) and will be continuing to monitor the service closely. If you were experiencing issues releasing iOS apps using EMM since the onset of this incident, you can retry at this time. If you encounter any further issues, please open a support case.

[2019-04-10 13:23 UTC] After addressing the iOS issue, the same issue was discovered for Android releases. We addressed the issue for Android apps in all regions by April 10 01:56 UTC and are continuing to monitor the service closely. Again, if you encounter any further issues, please open a support case.

[2019-04-10 23:41 UTC] We have reviewed this incident and determined the underlying cause to be due to mistakes in the execution of standard operating procedures, which allowed a packaging issue to be introduced in the most recent Management services hotfix deployment on April 8th. The build server had its operating system recently upgraded, which accidentally removed a critical dependency from the packaged build that would be used to convert the files to the correct format at the time of deployment. Initial testing was performed using the on-premises installer that would be analogous to the build intended to be deployed to Kony Cloud; however, the on-premises installer would differ slightly in that it performed the necessary file conversion as part of the installation process and thereby had circumvented and masked the issue. Initial testing yielded successful results for the new build. When the new build was later deployed to Kony Cloud testing environments for next steps of verification, the team detected the files issue and traced it back to the missing dependency, but attributed it to incorrect machine permissions in the test environments and determined that the the missing dependency was low risk and would be able to be manually introduced and executed instead of rejecting the build entirely and requiring it to be rebuilt and redeployed. The workaround that was executed in the testing environment to install the missing dependency and convert the files was not repeated at the time of the production deployment on April 8th as it was believed to be a permissions-related issue that was isolated to the testing environments. Following the April 8th deployment, when we noticed an increase in iOS build errors and were able to trace them back to the same issue encountered in the test environments, we were able to address the issue in production on April 9th. We subsequently noticed that the same issue also extended to Android builds, which we were able to address in production on April 10th. As a result of this incident and following our analysis, we have identified several corrective actions that we will be working toward to mitigate the occurrence of similar incidents in the future. We apologize for the impact this incident has caused to our customers and partners and we are committed to doing everything we can to learn from this event and improve.

⚠️ It is worth noting that Management services MDM, MAM, and MCM will be reaching end of life on September 30, 2019. Moving forward, Kony will be focusing on Enterprise App Store (EAS). If you are currently using MDM, MAM, or MCM features, please review our end of life announcement to understand how this will impact your services and support.

Management Services Hotfix

Maintenance window: April 8, 2019 00:01 to 04:00 UTC
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:
  • Management services

    • Changes to support migration from Google Cloud Messaging (GCM) to Firebase Cloud Messaging (FCM) as GCM APIs will be removed on 2019-04-11

    • Enterprise Store (a.k.a. Launchpad) update is not required


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.

Kony IQ and Engagement Services Releases

Maintenance window: March 18, 2019 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:
  • Kony IQ

    • Chat bot stabilization and enhancements

  • Engagement

    • Improved email validation during user creation

    • Improved UI flow for ad hoc push to avoid submission of same request multiple times


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.

[2019-03-18 15:53 UTC] The Engagement services release was not deployed to the Oregon region, which has been postponed to 2019-03-25 between 07:01 and 11:00 UTC. The Engagement services release was deployed to all other regions. Kony IQ was deployed to all regions.

V8 SP4 FP1 Release

Maintenance window: March 4, 2019 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:
  • Kony IQ

    • Defect fixes and stabilization

  • Cloud Management Console

    • Fix logs of misc event in test API coming in single line for Object and Orchestration service

    • Fix to show missing pagination controls for object service performance detail report

    • Fix republish button not working in Snapshots page in Publish flow

    • Fix creation of user under default userstore fails when non “Members” group is present in the backend

    • Update Starter Windows Download link in Fabric Dashboard page

    • Fix inability to enter test header values for SAP object service

    • Fix UX - Apps Landing page to properly show search results

    • Fix DataPanel Project services tree in Visualizer not being updated immediately after doing and operation in full page Fabric Console

    • Fix publish failures while opening Manage AppStore popup

    • Fix to store claims token in session storage and use it during test login

    • Improve UI/UX for automated email and the registration process

    • Additional defect fixes and stabilization

  • Workspace

    • Support for Cloud Management Console changes

  • Identity

    • Defect fixes and stabilization

  • Analytics

    • Add parent service group to child services messages and reports

  • Integration Server

    • New version available on February 25 for customers who are interested in upgrading their Clouds

    • Defect fixes and stabilization

    • 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 FP1), 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.

[2019-02-22 13:09 UTC] The original maintenance window of February 25, 2019 00:01 to 04:00 (local to each region’s timezone) has been postponed until further notice, though the new version of Kony Integration Server will still be available on February 25 for customers who are interested in upgrading (noting again that no Clouds will be automatically upgraded at that time; customers should open a support case as described above to schedule Cloud upgrades). We will update the new maintenance window on this page as soon as we are able to do so and will aim to provide at least 72 hours advance notice between our update and the start of the new maintenance window in order to give organizations time to review and prepare.

[2019-02-28 14:18 UTC] The remaining V8 SP4 FP1 maintenance beyond making the new version of Kony Integration Server available on February 25 for customers who were interested in upgrading their Clouds (i.e., Clouds not automatically upgraded on February 25) has been rescheduled to March 4, 2019 between 00:01 and 04:00 (timezone local to the region in which your Clouds are hosted). A new fix pack for Kony IQ will also be included in the updates.

Identity Services - Oregon unavailability

Incident window: February 21, 2019 22:50 UTC to February 22, 2019 01:50 UTC
Impacted Cloud services:
  • Identity Services in Oregon


Impact Level : high

Identity service in Oregon is unavailable. We are investigating.

[2019-02-21 22:15 UTC] We observed a significant increase in the number of requests for Identity services in the Oregon region starting at 22:03 UTC, but are currently able to handle the load within existing capacity.

[2019-02-21 22:50 UTC] We have observed a significant increase in the number of requests for what appears to be a DDoS attack and are actively looking for ways to block bad actor traffic.

[2019-02-22 01:20 UTC] We have scaled out new systems to handle incoming load traffic resulting for the system availability to slightly recover. We are still investigating and closely monitoring this incident.

[2019-02-22 01:50 UTC] Resolved. Scaling out new systems to handle incoming load traffic has been successful. Identity response time to customers has returned back to normal.

Engagement Services - Unavailable across all regions

Incident window: February 7, 2019 13:10 to 18:50 UTC
Impacted Cloud services:
  • Engagement services - all regions


Impact Level : high

[20:41 UTC] Engagement services in all regions were unavailable between February 7, 2019 13:10 to 18:50 UTC. An emergency fix had been applied earlier to mitigate the issue while we continued our review. Between 18:25 UTC and 18:50 UTC, a permanent fix has been applied and we are in the process of reverting any customer data changes that happened between 13:10 to 18:50 UTC. We expect that process to be completed in the next hour.

[21:00 UTC] Resolved. We have completed reverting customer data changes.

Cloud Management Console - intermittent timeouts

Incident window: February 4, 2019 07:00 UTC to February 5, 2019 03:10 UTC
Impacted Cloud services:
  • Cloud Management Console

    • E.g., retrieval of apps from workspace services, saving a service, publishing an app


Impact Level : high

During our V8 SP4 release, upgrades were performed on infrastructure load balancers used by the Cloud management console. The maintenance inadvertently reset any custom timeout values that had been previously applied to these load balancers back to a default timeout period, which has led to some customers experiencing issues (e.g., retrieving apps from workspace services, saving a service, publishing an app). Only those customers who have a larger number of apps/services that would necessitate a longer timeout would have been affected. Note that this incident is not affecting service availability in customer runtime environments, including published applications / services. We are applying updates to the affected infrastructure and will share an update once all custom timeout values have been propagated and affected service operations have been restored.

[2019-02-04 17:50 UTC] Custom timeout values for the affected infrastructure load balancers have been restored for the following regions: Oregon, Sydney, Tokyo. Remaining regions that are in progress: Virginia (most have been completed), São Paulo, Ireland, Frankfurt, Singapore.

[2019-02-04 19:14 UTC] Custom timeout values for infrastructure load balancers have been restored for the Virginia region. São Paulo, Ireland, Frankfurt, & Singapore are still in progress.

[2019-02-04 19:31 UTC] Custom timeout values for infrastructure load balancers have been restored for the Singapore region. São Paulo, Ireland, & Frankfurt are still in progress.

[2019-02-04 19:40 UTC] Custom timeout values for infrastructure load balancers have been restored for the São Paulo region. Ireland & Frankfurt are still in progress.

[2019-02-04 20:49 UTC] Custom timeout values for infrastructure load balancers have been restored for the Frankfurt region. Ireland is still in progress.

[2019-02-04 21:49 UTC] Custom timeout values for infrastructure load balancers have been restored for the remaining region, Ireland. However, we are detecting app/service save issues still occurring in the Virginia region and are investigating.

[2019-02-05 03:10 UTC] Resolved. During the deployment across the main infrastructure and the other seven regions that were involved in the Fabric V8 SP4 deployment, there was a firewall rule that did not show in initial health and deployment checks, but did interfere with certain system communications when saving some projects in the Cloud management console. The firewall issue was resolved and systems are operating normally.

V8 SP4 Release

Maintenance window: February 4, 2019 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 Console

    • Add support for Mock JSON as a new adapter type for integration services

    • Add support for Audit logs for Fabric User Activity

    • Add support for SAP JCO adapter as a new adapter for integration services

    • Add support for pre-processor for Orchestration Services

    • Add ability to test Orchestration Services

    • Add Orchestration services support for Concurrent Looping

    • Add ability to add sample data for Storage Service

    • Add support for reconfiguring schema name in Relational Database connector

    • Add ability to pin your favorite Apps for Quick Access

    • Add ability to export list of users

  • Server

    • Add support to configure custom SSL certs for community clouds

    • Add API support for scheduling Jobs to get details, update, delete, get list

    • Extended Support for ODATA methods including substringof, tolower, toupper, startswith, and endswith

    • Enhance Delete Operation in Object and Integration services to include filter based deletions

    • Add ability to service monitor feature to send alerts via email if performance of a service degrades in terms of percentage of errors, or count of errors, or response time to a custom set of users. Different thresholds can be set for sending warning and critical alert emails and admins can choose the list of users and frequency for sending alerts

    • Enhance performance of trace logs and add ability to auto delete logs older than certain time and manually delete logs based on time

    • Enhance Logs UI in admin console

    • ⚠️ 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), and desired maintenance window(s) when we can apply the upgrade

  • Kony Enterprise App Store

    • With V8SP4 Kony is releasing a new simplified Enterprise App Store (EAS) Service built directly into Kony Fabric runtime server

    • Native app binary publish from Visualizer into EAS (iOS & Android)

    • Access EAS via mobile/tablet device web browser

    • Use built-in user repository or connect to existing enterprise user repository

  • Identity

    • Enhance support for identity reconfiguration to allow reusing same identity service with config changes across different clouds

    • Enhance built-in user store by adding new feature for access levels

    • Enhance custom identity service by providing a hook that would be invoked after identity session creation

  • Offline Objects & SDK

    • Add support for building Windows 10 apps

    • Enhance support for Web channel

    • Add support for delete/update by criteria

    • Add support for application level sync

    • Add new API to get list of records pending upload

    • Improve download performance based on criteria

    • Add new API to track status of binary downloads

    • Ability to add field level metadata in Objects in object service. The metadata can then be accessed from client app from object model via custom functions registered with generated models to run various custom logic like encryption, conversion

  • Analytics

    • Add support for getting performance data of services for component services for orchestration and object services

    • Add support for import/custom reports and custom dashboards to be able to reuse custom reports across accounts

    • New out of the box reports built for offline objects

  • AppFactory

    • Schedule Kony Fabric builds and migrations from one environment to the next using AppFactory Scheduling

    • Customize what test you run and the order they are run from AppFactory using the custom testing settings

    • Control the version of Appium your team uses to test apps

    • Improve Device Farm efficiency using custom build mode by up to 50%

    • Build your Apps in the Cloud straight from Visualizer

  • Engagement

    • Provide support for PWA notifications

    • Provide support to stop and re-run existing campaigns

    • Provide support for on-premises purge and archive scripts

    • Provide support for the creation of users with French Characters in their names

    • Provide support for the creation of message template with a title

    • Provide support for the use of the APNS token to send push messages

    • Provide support for OS type based segmentation for Push Notifications

    • Introduce enhancements to support higher throughput of Push messages including support for HTTP/2 of Apple Push Notification Service (APNS)


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.

[2019-01-18] Add release summary for Kony Enterprise App Store.

[2019-02-04] Please note that we extended the maintenance window until 17:00 UTC. We apologize for the inconvenience and any disruptions.