Olark Outage History

Started Oct 22, 2026, 06:51 PM UTC· resolved Oct 22, 2026, 07:52 PM UTC

1. investigating Oct 22, 2026, 06:51 PM UTC

   We're currently investigating reports of delays in message delivery. We'll update here as we know more.

2. monitoring Oct 22, 2026, 06:59 PM UTC

   A fix has been implemented and we're monitoring the results.

3. resolved Oct 22, 2026, 07:52 PM UTC

   This incident has been resolved.

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Started Aug 05, 2026, 09:02 PM UTC· resolved Aug 05, 2026, 11:00 PM UTC

1. investigating Aug 05, 2026, 09:02 PM UTC

   We've detected an issue with bot responses and are investigating. We'll update here as we know more.

2. investigating Aug 05, 2026, 09:10 PM UTC

   We are continuing to investigate this issue.

3. identified Aug 05, 2026, 09:57 PM UTC

   We've identified the cause of the issue and are implementing a fix now.

4. monitoring Aug 05, 2026, 10:03 PM UTC

   System have recovered. We're monitoring closely but are confident that chat and bot services are now behaving as expected.

5. resolved Aug 05, 2026, 11:00 PM UTC

   This incident has been resolved.

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Started May 16, 2026, 11:31 AM UTC· resolved May 16, 2026, 04:09 PM UTC

1. investigating May 16, 2026, 11:31 AM UTC

   We've detected an issue and are working to resolve this quickly regarding users being unable to login to https://chat.olark.com. We'll have an update within the hour.

2. investigating May 16, 2026, 11:33 AM UTC

   We are continuing to investigate this issue.

3. monitoring May 16, 2026, 03:43 PM UTC

   An upstream provider made a change that caused authentication to fail on our classic chat console (chat.olark.com). We have made a change that circumvents the problem and you should now be able to log in.

4. resolved May 16, 2026, 04:09 PM UTC

   The issue regarding users being unable to login to https://chat.olark.com has been resolved.

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Started Apr 22, 2026, 01:57 PM UTC· resolved Apr 22, 2026, 05:47 PM UTC

1. investigating Apr 22, 2026, 01:57 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Apr 22, 2026, 02:25 PM UTC

   We're aware of reports that the Olark Agent interface isn't loading at https://app.olark.com — some users are able to continue chatting by navigating directly to https://chat.olark.com in the meantime until the issue is fully resolved.

3. investigating Apr 22, 2026, 04:31 PM UTC

   We are continuing to investigate this issue. Please try https://chat.olark.com in the meantime.

4. monitoring Apr 22, 2026, 04:45 PM UTC

   We have identified the problem and issued a fix. Please reload your session. We will continue to monitor.

5. resolved Apr 22, 2026, 05:47 PM UTC

   This incident has been resolved.

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Started Mar 26, 2026, 06:23 PM UTC· resolved Mar 26, 2026, 07:47 PM UTC

1. investigating Mar 26, 2026, 06:23 PM UTC

   We're currently investigating reports that chatbots and Ai are failing to reply to chats as expected. We'll update here as we know more.

2. monitoring Mar 26, 2026, 07:36 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Mar 26, 2026, 07:47 PM UTC

   This incident has been resolved.

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Started Mar 09, 2026, 02:02 PM UTC· resolved Mar 09, 2026, 05:10 PM UTC

1. investigating Mar 09, 2026, 02:02 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Mar 09, 2026, 02:16 PM UTC

   We've detected issues with chatboxes loading and message delivery delays. We're investigating the cause and will update here as soon as we know more.

3. identified Mar 09, 2026, 03:26 PM UTC

   We believe the cause of chatboxes loading intermittently and delayed message delivery is related to an upstream service provider outage. We're continuing to monitor and will update here as we get more information.

4. monitoring Mar 09, 2026, 04:44 PM UTC

   Systems have recovered and we're seeing normal traffic resume. We'll continue monitoring closely.

5. resolved Mar 09, 2026, 05:10 PM UTC

   This incident has been resolved.

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Started Feb 25, 2026, 10:23 PM UTC· resolved Feb 25, 2026, 10:33 PM UTC

1. investigating Feb 25, 2026, 10:23 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. identified Feb 25, 2026, 10:28 PM UTC

   We've detected an issue loading app.olark.com. We're implementing a fix now and will update as soon as we have an update.

3. resolved Feb 25, 2026, 10:33 PM UTC

   We've recovered from the incident and app.olark.com is now loading as normal.

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Started Feb 19, 2026, 06:24 PM UTC· resolved Feb 19, 2026, 10:09 PM UTC

1. investigating Feb 19, 2026, 06:24 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Feb 19, 2026, 06:26 PM UTC

   We're investigating reports that visitor messages are not appearing the agent console.

3. identified Feb 19, 2026, 06:31 PM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Feb 19, 2026, 07:45 PM UTC

   A fix has been implemented and we are monitoring the results.

5. identified Feb 19, 2026, 08:24 PM UTC

   Our monitoring has detected that we may be experiencing issues with visitor message delivery. We're taking further mitigation steps and will update as things progress.

6. monitoring Feb 19, 2026, 08:51 PM UTC

   A fix has been implemented and we are monitoring the results.

7. resolved Feb 19, 2026, 10:09 PM UTC

   This incident has been resolved.

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Started Feb 19, 2026, 03:23 PM UTC· resolved Feb 19, 2026, 05:16 PM UTC

1. investigating Feb 19, 2026, 03:23 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. identified Feb 19, 2026, 04:00 PM UTC

   We've identified the cause of messages but appearing in the agent console and are implementing a fix now.

3. monitoring Feb 19, 2026, 04:11 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Feb 19, 2026, 05:16 PM UTC

   This incident has been resolved.

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Started Feb 12, 2026, 03:29 PM UTC· resolved Feb 12, 2026, 06:03 PM UTC

1. identified Feb 12, 2026, 03:29 PM UTC

   Bot performance may be degraded due to a provider outage. Bots may fail to provide stock answers in response to visitor questions at this time.

2. resolved Feb 12, 2026, 06:03 PM UTC

   This incident has been resolved.

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Started Feb 09, 2026, 04:18 PM UTC· resolved Feb 09, 2026, 07:47 PM UTC

1. investigating Feb 09, 2026, 04:18 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Feb 09, 2026, 04:19 PM UTC

   We're investigating reports of agents not seeing messages in the agent experience. We'll update here as soon as we know more.

3. monitoring Feb 09, 2026, 04:31 PM UTC

   Message delivery is stable. We're monitoring closely.

4. identified Feb 09, 2026, 05:19 PM UTC

   We're seeing additional reports of issues with messages not appearing in the agent console. We're implementing a fix now and will update here as we know more.

5. monitoring Feb 09, 2026, 06:19 PM UTC

   A fix has been implemented and we're monitoring closely.

6. resolved Feb 09, 2026, 07:47 PM UTC

   This incident has been resolved.

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Started Nov 12, 2025, 04:00 PM UTC· resolved Nov 12, 2025, 04:00 PM UTC

1. resolved Nov 12, 2025, 04:00 PM UTC

   At approximately 8:10 AM Pacific Time, we identified unauthorized activity within our email service. Scammers gained access to our outbound email system and sent phishing messages with the subject line “Important Security Enhancement.” These emails were not sent by Olark and are not related to any legitimate Olark communications. We have taken immediate action to secure our email systems and block the unauthorized messages. Our investigation confirms that no customer data or account information was accessed, exposed, or misused. The issue was limited to the sending of fraudulent emails. If you received one of these messages, please do not click any links or download attachments. You can safely delete the email. For any concerns or to verify an Olark communication, contact us directly at [email protected].

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Started Oct 30, 2025, 12:53 AM UTC· resolved Oct 30, 2025, 04:01 AM UTC

1. investigating Oct 30, 2025, 12:53 AM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Oct 30, 2025, 01:13 AM UTC

   We've detected an issue with message delivery and loading transcripts and are working to identify the cause of the issue. We'll update here as soon as we know more.

3. monitoring Oct 30, 2025, 01:28 AM UTC

   We've taken mitigation steps and systems are recovering. We'll continue to monitor closely and update here if things change.

4. resolved Oct 30, 2025, 04:01 AM UTC

   This incident has been resolved.

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Started Oct 27, 2025, 06:38 PM UTC· resolved Oct 27, 2025, 08:30 PM UTC

1. identified Oct 27, 2025, 06:38 PM UTC

   We've detected and are working to resolve issues with message delivery. We'll update here as soon as we know more.

2. monitoring Oct 27, 2025, 06:49 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Oct 27, 2025, 06:49 PM UTC

   We are continuing to monitor for any further issues.

4. resolved Oct 27, 2025, 08:30 PM UTC

   This incident has been resolved.

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Started Oct 16, 2025, 07:27 PM UTC· resolved Oct 16, 2025, 08:57 PM UTC

1. investigating Oct 16, 2025, 07:27 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Oct 16, 2025, 07:36 PM UTC

   We are continuing to investigate this issue.

3. monitoring Oct 16, 2025, 08:15 PM UTC

   Systems are recovering and we're continuing to monitor closely.

4. resolved Oct 16, 2025, 08:57 PM UTC

   This incident has been resolved.

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Started Oct 10, 2025, 10:26 PM UTC· resolved Oct 10, 2025, 11:27 PM UTC

1. investigating Oct 10, 2025, 10:26 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Oct 10, 2025, 10:28 PM UTC

   We're investigating issues with message delivery and bot responses. We'll update here as soon as we know more.

3. identified Oct 10, 2025, 11:06 PM UTC

   We've identified the cause of the issue and are working on resolution.

4. monitoring Oct 10, 2025, 11:16 PM UTC

   Systems have recovered and users are free to resume chatting as normal. We'll continue to monitor closely.

5. resolved Oct 10, 2025, 11:27 PM UTC

   This incident has been resolved.

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Started Sep 19, 2025, 05:12 AM UTC· resolved Sep 19, 2025, 02:36 PM UTC

1. investigating Sep 19, 2025, 05:12 AM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Sep 19, 2025, 05:33 AM UTC

   We're investigating alerts that may indicate messages are not being delivered. We'll update here as we know more.

3. identified Sep 19, 2025, 06:00 AM UTC

   We've identified the cause of the message delivery issues and mitigations are being put in place. Systems are returning to normal. We'll continue to update here.

4. identified Sep 19, 2025, 06:01 AM UTC

   We are continuing to work on a fix for this issue.

5. monitoring Sep 19, 2025, 07:18 AM UTC

   Systems have returned to normal but we're continuing to monitor closely.

6. resolved Sep 19, 2025, 02:36 PM UTC

   This incident has been resolved.

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Started Jul 17, 2025, 06:50 PM UTC· resolved Jul 17, 2025, 08:53 PM UTC

1. investigating Jul 17, 2025, 06:50 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Jul 17, 2025, 06:55 PM UTC

   We're investigating reports that some chatboxes aren't loading on websites. We'll update here as soon as we know more.

3. monitoring Jul 17, 2025, 07:00 PM UTC

   Systems have recovered and we're monitoring closely.

4. resolved Jul 17, 2025, 08:53 PM UTC

   This incident has been resolved.

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Started Jul 08, 2025, 04:28 PM UTC· resolved Jul 08, 2025, 07:35 PM UTC

1. investigating Jul 08, 2025, 04:28 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. monitoring Jul 08, 2025, 05:04 PM UTC

   A fix has been implemented and services have returned to normal. We'll continue to monitor closely.

3. resolved Jul 08, 2025, 07:35 PM UTC

   This incident has been resolved.

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Started Jul 02, 2025, 04:10 PM UTC· resolved Jul 02, 2025, 06:51 PM UTC

1. investigating Jul 02, 2025, 04:10 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. identified Jul 02, 2025, 04:12 PM UTC

   We've detected and are working on a fix for slow message delivery.

3. monitoring Jul 02, 2025, 04:36 PM UTC

   A fix has been implemented and services have returned to normal. We'll continue to monitor closely.

4. resolved Jul 02, 2025, 06:51 PM UTC

   This incident has been resolved.

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Started Jun 23, 2025, 06:45 PM UTC· resolved Jul 02, 2025, 06:51 PM UTC

1. investigating Jun 23, 2025, 06:45 PM UTC

   We're currently investigating reports of lag and slowness in chats on app.olark.com. We'll update here as we know more.

2. identified Jun 23, 2025, 08:51 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Jun 24, 2025, 04:26 AM UTC

   Systems are returning to normal - we're monitoring recovery closely and will continue to update here.

4. identified Jun 24, 2025, 03:09 PM UTC

   Mitigations put in place yesterday have not sustained improvement - agents are seeing laggy performance today. We're taking additional measures and will update here as things change.

5. monitoring Jun 25, 2025, 09:29 PM UTC

   Performance has returned to normal, our team is actively monitoring for any further capacity improvements.

6. resolved Jul 02, 2025, 06:51 PM UTC

   This incident has been resolved.

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Started Jun 02, 2025, 04:23 PM UTC· resolved Jun 20, 2025, 04:25 AM UTC

1. investigating Jun 02, 2025, 04:23 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating Jun 02, 2025, 06:00 PM UTC

   We're continuing to investigate elevated levels of disconnects from Olark Classic (chat.olark.com). We'll update here as we know more.

3. investigating Jun 02, 2025, 09:59 PM UTC

   We're continuing to investigate agent disconnects from Olark Classic. Affected teams that would like to utilize our newer agent experience (which is built on a separate platform and not affected by the disconnects issue we're seeing in Olark Classic) are encouraged to have an admin reach out to our support team ([email protected]) and we'll facilitate.

4. investigating Jun 09, 2025, 04:52 PM UTC

   We're continuing to investigate agent disconnects from Olark Classic. Affected teams that would like to utilize our newer agent experience (which is built on a separate platform and not affected by the disconnects issue we're seeing in Olark Classic) are encouraged to have an admin reach out to our support team ([email protected]) and we'll facilitate.

5. investigating Jun 12, 2025, 06:24 PM UTC

   We are experiencing network issues that are preventing users from logging in. We're investigating with our provider now and will update as soon as we have more information.

6. identified Jun 12, 2025, 07:09 PM UTC

   Unfortunately, we're being affected by the Google Cloud, Cloudflare, and other systems outages. We'll update here as soon as we have more information.

7. monitoring Jun 12, 2025, 09:07 PM UTC

   Google Cloud's outage is beginning to recover and we're seeing Olark services return to normal. We'll continue to monitor closely

8. resolved Jun 20, 2025, 04:25 AM UTC

   We've been monitoring a fix for the disconnects issue for several days and are now confident that the issue is has been fully resolved.

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Started May 12, 2025, 03:03 PM UTC· resolved May 27, 2025, 02:38 PM UTC

1. investigating May 12, 2025, 03:03 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. investigating May 12, 2025, 03:15 PM UTC

   We're investigating reports of agents being disconnected from chat unexpectedly. We'll update here as we have additional information.

3. investigating May 12, 2025, 04:13 PM UTC

   We're continuing to investigate reports of agents being disconnected from Classic chat (chat.olark.com) unexpectedly.

4. investigating May 12, 2025, 05:38 PM UTC

   We are continuing to investigate this issue.

5. identified May 12, 2025, 06:09 PM UTC

   We believe we've identified the cause of the Olark Classic agent disconnects and are implementing a fix.

6. identified May 12, 2025, 07:05 PM UTC

   We're continuing to work on a fix for the cause of the Olark Classic agent disconnects.

7. identified May 12, 2025, 09:57 PM UTC

   We're continuing to work on a fix for the Classic Olark (chat.olark.com) agent disconnects issue. We'll keep updating here.

8. identified May 12, 2025, 11:00 PM UTC

   We are continuing to work on a fix for this issue.

9. identified May 13, 2025, 02:48 PM UTC

   We are continuing to work on a resolution for the unexpected agent disconnects in Olark Classic.

10. identified May 13, 2025, 10:30 PM UTC

    We've deployed a fix for the periodic agent disconnects in Olark Classic and are monitoring the result closely.

11. identified May 14, 2025, 03:50 PM UTC

    Changes we implemented yesterday appear to have slowed the instance of disconnection but we are still seeing unexpected disconnections from Olark Classic. Resolution of this issue continues to be our top priority. In the meantime, any teams that would like to utilize our newer agent experience (which is built on a separate platform and not affected by the disconnects issue we're seeing in Olark Classic) are encouraged to have an admin reach out to our support team ([email protected]) and we'll facilitate.

12. monitoring May 14, 2025, 09:20 PM UTC

    Further updates have been deployed and users should see Olark Classic begin to return to normal. We're continuing to monitor closely.

13. identified May 15, 2025, 05:58 PM UTC

    Unfortunately, we're seeing an elevated rate of unexpected agent disconnects in Olark Classic. We're continuing to work on a resolution for is as our highest priority. In the meantime, any teams that would like to utilize our newer agent experience (which is built on a separate platform and not affected by the disconnects issue we're seeing in Olark Classic) are encouraged to have an admin reach out to our support team ([email protected]) and we'll facilitate.

14. identified May 21, 2025, 12:23 AM UTC

    We're continuing work on permanent resolution for this issue. Our scheduled maintenance window has closed but we expect heightened disconnects to continue for another 30-40 minutes. We'll update here when work is complete.

15. monitoring May 21, 2025, 12:44 AM UTC

    We've completed our work and are continuing to monitor closely.

16. resolved May 27, 2025, 02:38 PM UTC

    This incident has been resolved.

17. postmortem May 29, 2025, 09:39 PM UTC

    Beginning Friday, May 9th, we detected elevated disconnects affecting our Classic \(legacy\) agent console. Agents reported unexpected disconnections from the Classic \([chat.olark.com](http://chat.olark.com)\) agent console while logged in. Agents could reconnect by refreshing the page. These disconnections only affected our Classic \(legacy\) app; our modern app was not affected by this issue. After initial investigations, our engineering team decided to improve disconnection retry logic in the Classic agent console; this unfortunately exacerbated the problem for those agents and we rolled back those changes. In an effort to avoid taking Olark Classic completely offline for a full maintenance window, our engineering team began rebooting and clearing state in individual systems incrementally. This helped, but disconnect rates remained elevated. Ultimately, we ended up re-provisioning and upgrading the cluster where our Classic console runs to forcibly clear all possible network state, and to eliminate the potential of underlying Google Cloud network issues that could cause these interruptions. After the cluster upgrade completed, we saw network interruptions slowly return to normal levels. Final mitigations were in place by the afternoon of Friday, May 23rd, and we monitored the rate of disconnects closely over the holiday weekend. By Tuesday morning, May 27, we were confident that systems were fully stable and marked the incident resolved. Our engineering team has placed new monitoring in place to detect similar issues in the future, and we have a runbook to re-provision the relevant systems if this occurs again. Additionally, our customer service team is actively working with legacy customers \(who are still using our Classic agent console\) to smoothly migrate to our new app for an improved agent experience.

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Started May 09, 2025, 03:31 PM UTC· resolved May 10, 2025, 03:44 AM UTC

1. investigating May 09, 2025, 03:31 PM UTC

   We're investigating reports of agent disconnects and trouble re-connecting. We believe this to be related to network provider instability and will update here as soon as we know more.

2. investigating May 09, 2025, 09:38 PM UTC

   We're continuing to investigate the cause of today's agent connection issues. We'll update here as we know more.

3. monitoring May 09, 2025, 10:36 PM UTC

   We believe we've recovered from the instability issues but are continuing to monitor closely.

4. resolved May 10, 2025, 03:44 AM UTC

   This incident has been resolved.

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Started May 05, 2025, 09:41 PM UTC· resolved May 05, 2025, 11:11 PM UTC

1. investigating May 05, 2025, 09:41 PM UTC

   We've detected an issue and are working to resolve this quickly. We'll have an update within the hour.

2. monitoring May 05, 2025, 10:06 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved May 05, 2025, 11:11 PM UTC

   This incident has been resolved.

Read the full incident report →