Meta/Facebook Channel Authentication - Intermittent Connection Issues

Update timeline

1. identified Sep 26, 2025, 04:34 PM UTC

   We are currently investigating intermittent authentication issues affecting Meta (Facebook and Instagram) channel connections in Khoros Care. Impacted customers may experience periodic disconnections of their Meta social channels, requiring manual reconnection to restore message flow. Our teams are mobilized to implement a comprehensive solution. While we work on a permanent fix, affected channels can be reconnected manually to restore functionality. We understand the critical nature of social channel connectivity for your operations and apologize for any inconvenience

2. identified Sep 27, 2025, 12:06 AM UTC

   We are continuing to investigate the intermittent connection issues affecting Meta channel authentication in Khoros Care, which may require manual reconnection to restore functionality. Our team is working diligently to implement a comprehensive solution, and we appreciate your patience during this time.

3. identified Sep 29, 2025, 05:21 AM UTC

   We are continuing to investigate the Meta (Facebook/Instagram) authentication disruptions in Khoros Care. Our teams are dligently working towards a permanent resolution.

4. identified Sep 30, 2025, 03:46 AM UTC

   We are continuing to work towards a long term solution for the intermittent authentication issues impacting Meta (Facebook and Instagram) channel connections in Khoros Care. We appreciate your patience as we work towards a resolution.

5. identified Oct 03, 2025, 04:38 AM UTC

   Our Development team has implemented additional logging and monitoring for the Meta channel authentication issues. We are closely tracking error activity and continuing to work on a long-term solution to ensure stable and reliable performance.

6. identified Oct 03, 2025, 11:54 PM UTC

   We have been closely monitoring the authentication issues affecting Meta (Facebook and Instagram) channel connections in Khoros Care. At this time, we have observed no further instances of the issue. We will continue monitoring this diligently on our end. Please let us know if any further issues are observed on your end, as this will help our development team to address the issue with a robust permanent solution. Thank you for your assistance and patience in this matter.

7. monitoring Oct 06, 2025, 10:41 PM UTC

   We are continuing to monitor intermittent authentication issues impacting Meta (Facebook and Instagram) channel connections in Khoros Care. We appreciate your patience as our engineering team works toward a comprehensive solution. Thank you for your assistance and patience in this matter.

8. identified Oct 06, 2025, 10:58 PM UTC

   The issue has been identified and a fix is being implemented.

9. identified Oct 08, 2025, 03:34 AM UTC

   After implementing additional logging, we haven't observed the issue in the last 4 days. We are currently monitoring backend logs for recurrence to validate and finalize the identified long-term solution.

10. identified Oct 10, 2025, 03:59 AM UTC

    Our Development team is investigating the root cause and working towards the next steps. Please notify us if you experience any further issues so we can look into them. We appreciate your patience and understanding as we work to ensure a stable experience.

11. monitoring Oct 22, 2025, 05:44 AM UTC

    The issue has been fixed now and we are monitoring the results.

12. resolved Oct 24, 2025, 12:38 PM UTC

    This incident has been resolved.