PAB | Error Reporting Phish using Gmail Phish Alert Button

Update timeline

1. investigating Aug 21, 2026, 08:52 AM UTC

   We have received reports that the Gmail Phish Alert Button shows the error "[reportPhishAttempt()] An internal error has occurred. Please try again." when reporting phish. We are investigating this issue and will update this page when we have more information.

2. identified Aug 21, 2026, 12:03 PM UTC

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

3. monitoring Aug 21, 2026, 01:08 PM UTC

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

4. resolved Aug 21, 2026, 02:57 PM UTC

   This incident has been resolved.

5. postmortem Aug 26, 2026, 03:55 PM UTC

   On Friday, August 21, 2026, from approximately 05:20 to 12:55 \(UTC\), some customers experienced intermittent failures when using the Gmail Phish Alert Button add-in to report suspicious emails, receiving the "An internal error has occurred" message instead of a successful report confirmation. The issue affected customers across all regions, with the highest error volumes concentrated in the EU-West and US-East service regions. This issue was caused by a disruption in a caching service on Google's Apps Script platform, which the add-in relies on to store per-user session configuration. The service began intermittently returning empty results on read while still accepting new writes, causing affected report submissions to fail. KnowBe4 engaged Google directly and filed a formal bug report between approximately 12:19 and 12:39 \(UTC\). Error volume declined sharply shortly after as the vendor-side condition cleared, and the Gmail Phish Alert Button returned to normal performance by approximately 12:55 \(UTC\). To prevent this type of issue in the future, we are continuing to work with Google to track the resolution of the underlying caching defect. No data loss occurred as a result of this issue.