Prekid servisa KnowBe4 13. октобар

Console Login Issues

1. Rešeno · 14:29

   ## **Summary** On October 13, 2026, from approximately 14:19 to 15:05 \(UTC\), customers in all regions were unable to log in to the KnowBe4 Security Awareness Training \(SAT\) console, the KnowBe4 Learner Experience, and the PhishER console through KnowBe4 SAT. SAML and password logins returned errors, and the KnowBe4 SAT console didn't appear in the KnowBe4 platform. Some background processes, including user synchronization and training emails, also failed during this time. The incident was caused by a production release that conflicted with another change in our code. We reverted the release, and logins recovered across regions between 14:59 and 15:05 \(UTC\). No data loss occurred as a result of this issue. ## **Root Cause** A code deployment removed a startup configuration value to speed up application startup time. A separate component, added to our code after the original change was tested, didn’t account for that changed value. As a result, every attempt to save a user record raised an error, including the update that records sign-in attempts. ## **Customer Impact** Customers across all regions couldn't log in to the KSAT console via SAML or password. They were also unable to access the Learner Experience, and couldn’t access the PhishER console through the KnowBe4 SAT console. New user creation, user synchronization, and training emails failed during this time but were automatically retried after the deployment was reverted. ## **Mitigation and Remediation** We found that the deployment removed a configuration value that another component still required. This was mitigated by reverting the release, and we confirmed recovery across all regions through direct checks and automated tests. We also reverted the original change in our source code and prepared a corrected version that includes a compatibility fix, so the original improvement can be reintroduced safely. ## **Preventative Measures** We're adding additional code verifications and testing for deployments.

2. Rešeno · 16:15

   This incident has been resolved.

3. Nadgledanje · 15:07

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

4. Istražuje se · 15:03

   We are currently investigating an issue affecting console login. We will provide more updates here when available.