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Kony Cloud status
Current status and incident report

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.

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.