User logins fails with 504 timeout

Update timeline

1. investigating Mar 17, 2026, 03:11 PM UTC

   We are currently investigating a production outage causing intermittent 504 timeout errors when users attempt to login

2. investigating Mar 17, 2026, 03:16 PM UTC

   We are investigating reports of users being unexpectedly logged out, seeing 500 errors, or being unable to log in to Khoros Care. Some customers are also reporting loss of access to chats and other core workflows.

3. identified Mar 17, 2026, 04:11 PM UTC

   We have identified an issue with the database entering failover loop, applied mitigation and are observing the system for errors.

4. investigating Mar 18, 2026, 02:19 AM UTC

   We are observing some errors in the system and are continuing to find and investigate the root cause.

5. monitoring Mar 19, 2026, 12:19 AM UTC

   The issue has been resolved, service has remained stable since recovery, and we are continuing follow-up work to reduce the risk of recurrence. We apologize for the disruption and will continue to monitor closely.

6. resolved Mar 20, 2026, 12:10 AM UTC

   We have observed no further issues through our monitoring. The login issues have been resolved.