Keycafe incident
Service Interruption Due to Upstream Network Issue
Keycafe experienced a critical incident on November 18, 2025 affecting API and Website and 1 more component, lasting 3h 9m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 18, 2025, 12:15 PM UTC
We’re currently experiencing service interruptions due to an issue with a major third-party network provider affecting parts of the internet. Our systems remain operational, but connectivity and load times may be impacted for some customers. We’re monitoring the situation closely and will provide updates as the provider restores normal functionality.
- identified Nov 18, 2025, 02:04 PM UTC
We are awaiting confirmation from our provider that normal network functionality has been restored and will update you when we know more. As a temporary workaround, disabling your Smartbox's Internet connection (unplug the Ethernet cable, disable your wireless router, etc...) without restarting it should allow Offline Mode to function normally.
- monitoring Nov 18, 2025, 02:43 PM UTC
We are seeing signs of recovery from our provider and are continuing to monitor.
- resolved Nov 18, 2025, 03:24 PM UTC
Our provider believes they have restored normal network functionality. We will continue to monitor to ensure stability.
- postmortem Nov 25, 2025, 10:02 PM UTC
Our engineering team identified the cause and released a fix that will enable offline mode to function properly in the event of another Cloudflare outage. You can read the full details [here](https://www.keycafe.com/blog/keycafe-outage-nov-2025).