KSAT Dashboard and Account Settings not Loading

Update timeline

1. identified Oct 07, 2025, 07:10 PM UTC

   Our development team has identified an issue preventing the Dashboard and Account Settings in KSAT from loading and are working on implementing a fix. We'll continue to post on our status page with any new information or updates.

2. monitoring Oct 07, 2025, 07:55 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Oct 07, 2025, 08:56 PM UTC

   This incident has been resolved.

4. postmortem Dec 10, 2025, 08:22 PM UTC

   **Date of Incident:** October 7th, 2025 **Duration:** 6:34 PM UTC to 7:23 PM UTC **What Happened:**On October 7th, some customers experienced difficulties when trying to load the Dashboard and Account Settings on our platform. This occurred after we introduced a new feature designed to enhance the admin experience. During this time, sections of the Dashboard were missing, and the Account Settings pages displayed empty data. Additionally, users might have seen an error message prompting them to refresh the page. **Impact:**For 49 minutes, users faced challenges accessing certain parts of our platform. During this time, 29 customers reached out to our support team. Importantly, there was no loss of data throughout this period. **Resolution:**The issue quickly resolved itself after the deployment process for the new feature was completed in all of our server instances. Once the necessary server instances were up to date, the platform returned to normal operations, and all functionalities were restored. **Preventive Measures:**To prevent similar issues in the future, we are taking proactive steps: * Implementing stricter controls during updates that involve changes to our data structure. * Enhancing our testing procedures to ensure all new features are thoroughly reviewed under various scenarios. * Improving our update protocols to ensure changes are seamlessly integrated without affecting user access.