KnowledgeOwl Outage History

Started Apr 27, 2026, 02:22 PM UTC· resolved Apr 27, 2026, 06:52 PM UTC

1. investigating Apr 27, 2026, 02:22 PM UTC

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

2. identified Apr 27, 2026, 02:39 PM UTC

   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.

3. identified Apr 27, 2026, 02:48 PM UTC

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

4. identified Apr 27, 2026, 03:46 PM UTC

   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.

5. identified Apr 27, 2026, 04:48 PM UTC

   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.

6. monitoring Apr 27, 2026, 05:49 PM UTC

   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.

7. resolved Apr 27, 2026, 06:52 PM UTC

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

8. postmortem Apr 27, 2026, 07:22 PM UTC

   **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.

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Started Apr 22, 2026, 03:15 PM UTC· resolved Apr 22, 2026, 06:41 PM UTC

1. investigating Apr 22, 2026, 03:15 PM UTC

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

2. identified Apr 22, 2026, 03:22 PM UTC

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

3. monitoring Apr 22, 2026, 04:10 PM UTC

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

4. resolved Apr 22, 2026, 06:41 PM UTC

   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!

5. postmortem Apr 23, 2026, 07:44 PM UTC

   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.

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Started Apr 01, 2026, 08:40 PM UTC· resolved Apr 01, 2026, 10:39 PM UTC

1. investigating Apr 01, 2026, 08:40 PM UTC

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

2. identified Apr 01, 2026, 09:21 PM UTC

   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.

3. resolved Apr 01, 2026, 10:39 PM UTC

   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.

4. postmortem Apr 01, 2026, 11:06 PM UTC

   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.

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Started Jan 29, 2026, 05:47 PM UTC· resolved Jan 29, 2026, 08:00 PM UTC

1. investigating Jan 29, 2026, 05:47 PM UTC

   We are currently investigating the situation to find the cause of the intermittent issues we're seeing.

2. monitoring Jan 29, 2026, 06:28 PM UTC

   A fix was implemented, and we have been monitoring results. The issues have been stabilized for 30 minutes, and we will continue to watch closely for any changes.

3. resolved Jan 29, 2026, 08:00 PM 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 degraded performance. If you notice anything unexpected, please don’t hesitate to reach out. 🦉💛

4. postmortem Jan 29, 2026, 08:00 PM UTC

   A database cluster node experienced degraded performance, temporarily impacting overall app performance until automatic failover mechanisms restored normal operations.

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Started Nov 18, 2025, 08:45 PM UTC· resolved Nov 19, 2025, 03:33 AM UTC

1. 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.

2. 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.

3. 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!

4. 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. 🦉💛

5. 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!

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Started Jul 25, 2025, 11:12 PM UTC· resolved Jul 25, 2025, 11:22 PM UTC

1. monitoring Jul 25, 2025, 11:12 PM UTC

   We fixed an issue that was causing error message on knowledge bases and the KO application. It is looking to be resolved but we will continue monitoring before we mark it as resolved. Sorry for the trouble folks!

2. resolved Jul 25, 2025, 11:22 PM UTC

   We’ve identified the root cause (an internal error) and have taken steps to ensure it won’t happen again. Have a great weekend and we’ll do our best to stay out of your inbox!

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Started Feb 14, 2025, 01:53 AM UTC· resolved Feb 14, 2025, 02:24 AM UTC

1. investigating Feb 14, 2025, 01:53 AM UTC

   We are currently experiencing an outage affecting knowledge bases. Our team is actively investigating the issue and working on a resolution. We will provide updates as soon as we have more information. Thank you for your patience!

2. investigating Feb 14, 2025, 02:08 AM UTC

   We are continuing to investigate this issue.

3. monitoring Feb 14, 2025, 02:12 AM UTC

   A fix has been implemented and knowledge bases are back up. We are monitoring.

4. resolved Feb 14, 2025, 02:24 AM UTC

   This incident has been resolved. Thank you again for your patience!

Read the full incident report →