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Kony Cloud status
Current status and incident report

Cloud Services - Increased error rates

Incident window: April 29, 2019 10:16 PM - 10:43 PM UTC
Impacted Cloud services:
  • Fabric Services

  • Multi-tenant services


Impact Level : high

[22:16 UTC] We have detected an increase in latency and error rates on the responses from our cloud services. Our cloud hosting provider is currently investigating issues with the content delivery network that Kony leverages. See the AWS status page for the very latest information : https://status.aws.amazon.com/

[22:59 UTC] Resolved Between 22:16 and 22:43 UTC our cloud hosting provider has identified increased error rates for requests served by edge locations in South East Asia. The issue has been resolved. Performance and error rates have improved back to expected levels.

Cloud SSL Certificate Update for Engagement services in all regions except Oregon

Maintenance window: May 9, 2019 00:01 to 04:00 UTC
Impacted Cloud services:
  • Cloud SSL certificate for Engagement services (*.messaging.konycloud.com) in all regions except Oregon, which expires on May 9, 2019 at 12:00 PM UTC. We will be rotating starting on May 9, between 00:01 and 04:00 UTC.

  • ⚠️ Note: If you are not using Engagement services in a non-Oregon region and have not pinned the Engagement Kony certificate (*.messaging.konycloud.com) in your application, no application updates will be necessary. Customers that have pinned this SSL certificate will need to download the new certificate, rebuild their application(s), including both the old and new certificates, and publish the updated binaries to the various app stores. Your application(s) should be published before Kony updates the certificates on the Cloud servers or customers will no longer be able to connect. A new certificate can be found on the Kony Cloud Certificate Preview page. The new certificate can also be downloaded by executing the following command:

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

  • Customers who have pinned the public key instead of the full certificate may not be required to update their applications as we would try to preserve the same public key for the new certificate(s) as the old certificate(s).

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

You can also refer to Kony Base Camp for more general information regarding how to enable SSL pinning in your apps.

Note that SSL certificates for other Kony Cloud services (e.g., Identity, Fabric, Sync) expire on November 21, 2019. You can verify by inspecting the certificates, which are available on the Certificate Preview site. We will send a reminder in advance of the next rotation for these certificates so you can prepare.

V8 SP4 FP2 Release

Maintenance window: April 29, 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:
  • Cloud Management Console

    • Use existing modal support within Visualizer for Identity/Integration/Object services

    • Redesign of the Console landing page (Dashboard tab is removed and data is reordered in the Apps landing page)

    • Enhancements to Enterprise App Store publish functionality and UX

    • Rules Support (rich MVEL support) for the pre/post processor for Integration services

    • Introduce ability to order parameters in the input/output in Integration Operations

    • Mongo DB adapter enhancements to support Connection URI while connecting to Mongo backend

    • Test service response improvements to render faster UX

    • Audit log enhancements

    • Defect fixes

  • Workspace

    • Support for the Cloud Management Console changes listed above

  • Developer Portal

    • Stabilization and defect fixes

    • Internal code refactoring

  • Engagement

    • Android payload changes to support backward compatibility of FCM with older client apps

    • Minor bug fixes

  • Identity

    • Add support for clone of User Repository type identity services

    • Add support for Export of Users to CSV for User Repository type identity services

    • Remove ability to link Kony User Repository identity service when it is not being used and marked as deprecated

  • Integration Server

    • Defect fixes and stabilization

    • The new version will be available on April 29 for customers who are interested in upgrading their Clouds

    • ⚠️ 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.

Workspace services - Oregon region is unavailable

Incident window: April 24, 2019 14:55 to 15:30 UTC
Impacted Cloud services:
  • Workspace services in Oregon

    • E.g., Ability to perform application publish, loading time of apps in Cloud management console


Impact Level : high

Workspace services performance in Oregon is unavailable. Workspace services in other regions are not impacted. We are investigating and continuing to monitor closely.

[2019-04-24 16:03 UTC] Resolved. Workspace services in Oregon was unavailable between 14:55 and 15:30 UTC. Since then, availability and performance has been restored to normal operating levels. We are continuing to monitor closely.

Workspace services - Oregon region is unavailable

Incident window: April 22, 2019 16:02 to 16:52 UTC
Impacted Cloud services:
  • Workspace services in Oregon

    • E.g., Ability to perform application publish, loading time of apps in Cloud management console


Impact Level : high

Workspace services performance in Oregon is unavailable. We are investigating and continuing to monitor closely.

[2019-04-22 17:19 UTC] Resolved. We identified a runtime error and have replaced all affected nodes. Workspace services in Oregon was unavailable between 16:02 and 16:52 UTC. Since then, availability and performance has been restored to normal operating levels. We are continuing to monitor closely.

Kony IQ and Management Services Releases

Maintenance window: April 22, 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

    • Add support for new Visualizer actions

    • Improve Bot training

    • Add Chat UI enhancements

    • Additional defect fixes and stabilization

  • Management services


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.

⚠️ 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.

Note that the Kony IQ release is postponed to April 29, 2019 (same maintenance window timing). No downtime is expected before, during, or after the release.

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.