Knack Support, all apps are down, whats happened?
My apps are also down
I have created a support ticket
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Yep half of my live apps are down, showing 0 files in the builder! Very worrying!
Some of our Apps are down as well - although some are working. For the ones that arenāt working we canāt get into the Builder either.
I believe this affected most of the EU. I had the same issue around about 9:30 am and raised a ticket. Apps started coming back online late morning. As you see from below this was a recognised outage, which is now resolved.
They are down again this morning. Yesterday this cost us thousands of pounds, and today looks to be the same issue. It took 7 hours yesterday to fix it which in my opinion is unecceptable.
Are we going to see the same today, 7 hours to fix properly. Im fumingā¦
Whats worse is support are asleep!!!
We have the same issues of Knack Apps working on and off this morning and very slow (when they work at all). Looks like the issue yesterday wasnāt properly fixed.
Builder and live app slow or down since this morning . I sent a ticket. Iām in US, not in EU.
This is now going on over 4 hours for us. We are in the US. Really need additional information on what is going on. The status page is not very helpful. Commenting here because there really is no other way to communicate.
Hi everyone,
We understand the frustration caused by the ongoing performance issues affecting your apps in the EU and US regions. Our engineering team is fully focused on resolving this problem and working around the clock to restore your appsā performance.
For real-time updates on the status of our systems, please visit our status page at status.knack.com.
Our support team is currently managing a high volume of inquiries, so please bear with us as we work to address both the technical issue and individual concerns as quickly as possible.
Thank you for your patience. We will provide another update on our status page as soon as we have more information to share.
I think you need to be directly notifying admins when there is an outage not posting on a forum about it. Finding out the app is down / not working from our customers and needing to search a forum post or ambiguous status page to find out whatās going on is embarrassing. Especially after the price increase being the last update these customers got from us.
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Thank you for your candid feedback, Kris. I hear your concern about discovering issues through customers rather than proactive communication outside of our status page. Iāll escalate your recommendation for direct admin notifications to my team.
Lesā¦we really need some type of estimate of when the issue will be resolved, understanding that it is not a firm committment or deadline. When managing client expectations as well as internal workflows, it is critical for admins/owners to have an understanding of some type of timeframe or the scope of the issue. This allows us to make good internal business decisions to manage operations and/or communicate transparently with clients. We have been down since 6am CST this morning. It has completely disrupted our business.
The status page gives no real useful information. We canāt access the builder or app so no way to create an emergency ticket and really no way to communicate. If you donāt have a timeline or resolution expectation after 6 hours, it is very concerning. So basically we are forced to just keep trying to load the app periodically and hope it finally works. If you can share additonal information directly please email me. Transparency is key in these types of situations.
Joe
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Hi Joe,
Thank you for sharing your feedback and concerns. I unfortunately will not have any additional information to provide you than what is shared on our status page. However, if you want updates specific to this ongoing issue, I recommend subscribing to email notifications by clicking the āSubscribeā button to the right of the latest update. You can also subscribe to all updates with the button highlighted below:
As of right now, we cannot provide an estimate of when the issue will be resolved, but our engineering team is actively working on a solution at the moment. They will continue to monitor the servers as well.
If you have any questions outside of this information, please still feel free to reach out to our support team as they will be happy to help as soon as they possibly can. Here is our support ticket form: Create Support Ticket
Just to be clear, we donāt need to raise a support ticket to make sure you know our customers instances are down, yeah? You guys can see which instances are not responding and who canāt access their appsā¦ right?
Correct, you do not need to let our team know that your app(s) are down. However, if you have any questions that are not answered by our status updates, feel free to reach out to our support team.
When this happens, and luckily itās not often, it has a massive affect on ourselves and our customers, and confidence suffers which is hard won. I have been a āknackā person for nigh on 10 years now and spend every day using the system. May I respectfully ask that you let us know the cause of these issues and wether or not they are on-offs or something that can happen again. It would help massively rather than the usual āITS FIXED, THANKSā ā¦ I LOVE KNACK, but wish sometimes you would perhaps be a bit more expansive with your information.
Thanks,
Andrew STEELE (UK- 10 years knack development).
Hi Andrew,
Thank you for your feedback. I agree with you, and I will also pass along your suggestion and comments here to the broader team as well as the other suggestion shared in this thread.