Is KORE down?

There is an outage affecting multiple clients using Salesforce integrated Kore pages. We are actively investigating the root cause and the quickest path to resolution. We will provide updates as soon as more information becomes available.

We have identified that the issue is affecting a subset of our Saleforce integrated clients that have "Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows" active. We are currently determining next steps to resolve the resulting connectivity issue.

We have identified the issue is isolated to certain organizations that use the standard KORE Connected App to authenticate between Salesforce and the KORE platform (Standalone and Dynamics 365 clients are not impacted). A recent change to Salesforce's security requirements has introduced an authentication method (PKCE) that is not yet supported by the current KORE platform integration. As a result, users may be unable to authenticate or access KORE functionality through Salesforce. We recognize the impact this has on your team and are treating the issue as a top priority. We are pursuing three resolution paths in parallel: 1. Salesforce configuration update We are working directly with Salesforce to determine whether the newly enforced setting can be adjusted on the existing KORE Connected App. 2. Emergency KORE platform patch Our engineering team is preparing a compatibility update so that the KORE platform can support the updated authentication requirements. 3. Client-specific Connected App workaround For clients who need functionality restored immediately, we can support the creation of a dedicated Connected App within your Salesforce environment. This requires coordination with your Salesforce administrator, with Two Circles supporting the configuration and transition. We will provide further updates as soon as we have confirmed progress. If your team requires access before Monday, please let us know and we will coordinate directly with your Salesforce administrator to implement the client-specific Connected App workaround. We apologize for the disruption and appreciate your patience while we work to restore full functionality.

Our engineering team has made progress on the emergency platform patch. A fix has now been deployed that restores functionality for a subset of affected Salesforce users. Users with an existing, valid authentication session should begin to regain access to KORE functionality through Salesforce. During validation, we identified an additional scenario that may continue to affect some users. Users who need to reauthorize the KORE platform, or whose Salesforce authentication token needs to be renewed through the platform’s automated background process, may still be unable to authenticate. Our engineering team is actively working on a further patch to address this remaining scenario and restore full functionality for all affected users. We continue to treat this as a top-priority incident and will provide another update as soon as the additional fix has been deployed and validated. We apologize for the continued disruption and appreciate your patience.

The additional platform patch was deployed this evening, and the remaining authentication issues should now be resolved. Our team is continuing to monitor the environment closely. Should your organization or any of your users experience further issues, please notify your Client Lead and open a support ticket with our team so we can investigate promptly. We apologize for the inconvenience and disruption this incident has caused, and we appreciate your patience while our team worked to restore full functionality.