Is KnowledgeOwl down?

We are currently investigating reports of 504 errors and slow load times.

We are temporarily putting KnowledgeOwl into maintenance mode in order to let the system recover. We will be bringing everything back on line as quickly as possible.

All services are currently in maintenance mode. This includes knowledge bases, the application, files, and the API.

We are still in emergency maintenance mode as we sort out the underlying issues that were causing the 504 errors. We are so sorry and are trying to get you all back online as quickly as possible. As one of our customers said, it is the Mondayest Monday.

Our team is actively investigating and has attempted several mitigations, none of which have resolved the issue. We'll continue posting hourly updates, or sooner if the situation changes.

A fix has been implemented and we are monitoring the results. All systems should be back online. We will continue to monitor over the next hour before marking this as resolved, and we will share a postmortem once our review is complete.

The fix is holding and this incident is now resolved. We'll share a post-mortem later this week. Thanks for your patience today.

**What happened** We successfully completed a critical transition away from a legacy dependency; however, the deployment introduced a dormant performance regression. This issue remained hidden during low-traffic periods, only impacting database health once subjected to the full weight of production loads. **How we resolved it** Our monitoring systems detected the issue and alerted our team. Our engineering team placed all services into maintenance mode during investigation and troubleshooting. Once a successful fix was in place, all services were brought back online. **What we're doing to prevent this** We are evaluating improvements to our testing process to better simulate real-world traffic conditions before deploying infrastructure changes. We apologize for the downtime and appreciate everyone’s support, kind words, and patience during and after the incident.

We're investigating reports of 504 gateway timeouts and other slowness accessing knowledge bases and the KnowledgeOwl application.

We've identified the issue and are working to implement a fix.

We've rolled out a fix for the issue and we're monitoring performance.

Our fix seems to be working and we haven't seen any further issues. We'll share a post-mortem tomorrow. Thank you for your patience today!

Thank you for your patience through yesterday’s incident. We know performance impacts to our app and your live knowledge bases are never pleasant, and we appreciate your patience and grace while we worked through things. Here’s a brief postmortem of what happened and our steps to remediate: An unexpected spike in traffic led to intermittent 504 errors. To maintain core system availability, we temporarily restricted computationally heavy operations while scaling our infrastructure. Once that was complete, we returned back to normal operations. We’ve noticed no significant spikes or errors since then.

We are investigating reports of files being marked as unsafe by Microsoft Defender SmartScreen. We are working on a fix.

This issue is limited to Microsoft Edge. Someone flagged a file uploaded to a KnowledgeOwl trial account as phishing, which has since been resolved with AWS (the file and trial account were deleted). However, Microsoft Edge is now flagging all files uploaded to KnowledgeOwl as unsafe. We've submitted a report to Microsoft requesting a review. In the meantime, Edge users can help by reporting the site as safe.

This incident has been resolved. Microsoft has reviewed and unflagged our file library. Files uploaded to KnowledgeOwl should no longer be marked as unsafe in Microsoft Edge. If you are still experiencing issues, please contact support.

Microsoft Edge users experienced security warnings when accessing knowledge base files due to a SmartScreen flag on our file hosting domain. No data was compromised. We have deployed additional safeguards to prevent recurrence.