KnowBe4 Outage History

On Tuesday, July 21, 2025, from approximately 6:45 p.m. to Wednesday, July 22, 2025, at approximately 2:30 a.m. \(UTC\), some US customers experienced slow loading times and access issues with the PhishER console. These issues were caused by an update to the PhishER console. This update required customers to reauthenticate while logging in to PhishER, but it caused unexpected error handling for failed authentication attempts. To resolve this issue, we reverted the update, and the PhishER console loading times returned to normal performance by July 22 at approximately 2:30 a.m. \(UTC\). To prevent this type of issue in the future, we have improved error handling for when authentication requests fail and our deployment workflow for similar future updates. No data loss occurred as a result of this issue.

On Monday, July 7, 2025, from approximately 4:59 p.m. to 6:56 p.m. \(UTC\), some US customers experienced delays for training notification and simulated phishing test email delivery. These issues were caused by unusually high email delivery activity. To resolve this issue, we increased the number of emails that can be sent concurrently and dedicated additional resources to the process. Email delivery returned to normal performance by 6:56 p.m. \(UTC\). To prevent this type of issue in the future, we have implemented additional monitoring processes for email delivery so we can better anticipate periods of unusually high email activity and adjust the process resources as needed. No data loss occurred as a result of this issue.

On Thursday, July 3, 2025, from approximately 7:37 a.m. until 10:34 a.m. \(UTC\), users experienced errors when accessing content in the KSAT Learner Experience \(LX\) and ModStore. This issue occurred after we deployed an update to the ModStore that did not automatically remove some old data. Then, requests from users who had both sets of data were denied. Once we reverted the update, the LX returned to normal performance by July 3, 2025, at 10:34 a.m. \(UTC\). To prevent this type of issue in the future, we are improving our code before redeploying to ensure that the old data is removed by default. No data loss occurred as a result of this issue.

On Tuesday, July 1, 2025, from approximately 5:50 p.m. until 7:46 p.m. \(UTC\), the US instance of the KSAT console experienced delays in sending phishing emails and training enrollment notifications. This incident was caused by an unusually high number of requests, which backed up the queue. To resolve this issue, we increased the number of simultaneous requests that can be made to the database. This change allowed the backed-up queue of requests to be processed, and KSAT was able to return to normal performance by 7:46 p.m. \(UTC\). No data loss occurred as a result of this issue.

On Friday, June 27, 2025, from approximately 10:25 a.m. to 12:07 p.m. \(UTC\), some UK customers experienced errors when trying to access Prevent, Defend, and Protect product features This issue was caused by an unusually high level of database activity. This traffic caused the database queue to reach capacity and further requests to time out. To resolve this issue, we reduced the number of simultaneous requests to the database so the queue could be processed more efficiently, and the Prevent, Defend, and Protect product features returned to normal performance by 12:07 p.m. \(UTC\). To prevent this type of issue in the future, we have improved our workflow to better accommodate periods of high database activity. No data loss occurred as a result of this issue.

On Thursday, June 26, 2025, from approximately 3:50 p.m. to approximately 9:40 p.m. \(UTC\), some US customers experienced errors when trying to log in to the KSAT console. These issues were caused by an earlier update that aimed to improve processing speeds for user syncing. This update did not cause any issues until June 26, when high user sync traffic caused a temporary console slowdown and login errors. The issues were resolved automatically as the sync jobs were completed and traffic returned to normal levels. The KSAT console returned to normal performance by 9:40 p.m. \(UTC\). To prevent this type of issue in the future, we have updated our code to sync users in batches during periods of unusually high traffic. No data loss occurred as a result of this issue.

On Tuesday, June 24, 2025, from approximately 5:49 p.m. to 7:23 p.m. \(UTC\), some customers experienced errors when viewing their **Recent Emails** page in the Defend console. This issue was caused by database updates to improve performance. These updates caused unexpected database resyncs to occur, which led to temporary errors for email searches. The issue resolved itself automatically when the updates were completed, and the Defend console database returned to normal performance by 7:23 p.m. \(UTC\). To prevent this type of issue in the future, we have verified expected database resync behavior with our database provider. Using that information, we have implemented workflow improvements to maintain search feature availability during similar updates. No data loss occurred as a result of this issue.