KnowledgeOwl experienced a critical incident on November 18, 2025 affecting Knowledge Bases and Web Application, lasting 6h 48m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 18, 2025, 08:45 PM UTC
We’re currently experiencing an outage and KnowledgeOwl is unavailable for some or all customers. Our team is actively investigating the issue and working to restore service as quickly as possible. At this time, you may see errors when trying to access your knowledge bases or the KnowledgeOwl app. We’ll share updates on this page as soon as we have more information.
- monitoring Nov 18, 2025, 09:11 PM UTC
We temporarily placed KnowledgeOwl into maintenance mode to support a safe and stable recovery. Services are now coming back online, and most customers should begin seeing normal access return. We’re continuing to bring systems up carefully and will monitor performance closely throughout the process. If you notice anything unexpected, please reach out. Thank you for your patience while we ensure everything returns to full health.
- monitoring Nov 18, 2025, 10:05 PM UTC
KnowledgeOwl is back online and functioning normally. We’re keeping the incident open for now while we continue to monitor system performance closely. We’ll move this to Resolved once we’re confident everything is fully stable. Thank you for your patience today!
- resolved Nov 19, 2025, 03:33 AM UTC
This incident is now resolved. KnowledgeOwl is fully operational, and systems have been stable during our monitoring period. Thank you for your patience and understanding throughout today’s disruption. If you notice anything unexpected, please don’t hesitate to reach out. 🦉💛
- postmortem Nov 21, 2025, 03:40 AM UTC
**What happened** A recent security-related library upgrade introduced unforeseen CPU inefficiencies at the same time we saw a significant increase in legitimate traffic. The combination temporarily overwhelmed our resources before the system could scale as expected. **What we are doing about it** We are actively working to stabilize performance and reduce the likelihood of this happening again, including short-term mitigations while we address the underlying CPU issues. **Our apologies** Thank you for your patience and understanding, and as always, if you notice anything unexpected, please reach out. Our apologies again for the disruption!