Is Olark Live Chat Down Right Now? Check if there is a current outage ongoing.

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 (support@olark.com) and we'll facilitate.

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

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

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 (support@olark.com) and we'll facilitate.

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

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

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.

This incident has been resolved.

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

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.

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 (support@olark.com) and we'll facilitate.

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

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 (support@olark.com) and we'll facilitate.

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

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

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

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

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

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

We are continuing to investigate this issue.

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

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

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

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will be making updates to Olark Classic infrastructure during this window. We expect agents that are logged in to be disconnected. We'll update here as soon as the work is complete.

This incident has been resolved.

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

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

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.

This incident has been resolved.

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

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

This incident has been resolved.

A fix has been implemented and we're back to normal message delivery times. Agents can resume using the service as normal. We'll continue to monitor closely and post updates here.

We're investigating reports of delayed message delivery and will update here as soon as we know more.

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

This incident has been resolved.

A fix has been implemented and systems have returned to normal. Agents are free to log in and use the service. We'll continue to monitor closely.

We've identified the cause of the issue with message delivery and working to implement a fix.

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

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

This incident has been resolved.

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

We've identified an issue with message delivery and are working to implement a fix. We'll update here as soon as we know more.

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

This incident has been resolved.

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

We're experiencing degraded performance from an AI provider that may be affecting the performance of Olark bots. We'll continue to monitor and provide updates as we have them.

This incident has been resolved.

A fix has been implemented and app.olark.com is loading properly. Agents can resume chatting as normal. We'll continue to monitor closely.

We've identified the cause of app.olark.com not loading and are implementing a fix.

We're investigating app.olark.com not loading properly. We'll update here as soon as we know more.

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

This incident has been resolved.

A fix has been implemented and chats are being routed properly. We'll continue to monitor closely.

We've identified the source of the chat routing issues and are working to implement a resolution.

We're investigating issues with chat routing. We'll update here as we know more.

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

This incident has been resolved.

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

We detected some issues with agent presence and have taken steps to resolve. We'll update here as we know more.

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

This incident has been resolved.

We've resolved the agent presence issue and will continue to monitor closely. Agents should be able to resume chat as normal.

We've identified the source of the issue and are working to correct it.

We're investigating reports of issues with agent presence. We'll update here as we know more.

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

This incident has been resolved.

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

On Sunday November 24 from approximately 19:12 PST until 19:38 PST, and again on Monday November 25th from 08:23 PST until 09:57 PST, Olark experienced a partial outage that affected some agents’ online/offline status. During these windows, some agents’ status was set to offline involuntarily, and some agents received incoming chats while their status was set to away. ‌ **What happened:** Our team was initially alerted by our internal monitoring systems of an issue with one of our event queuing nodes on Sunday around 19:00 PST. Shortly thereafter, customers began reporting issues with agent status. Initial investigation resulted in steps being taken by our team to restart the queuing node, and systems began to recover quickly. By 19:38 PST systems had fully returned to normal operation.  ‌ On Monday November 25, around 08:20 PST, we received new reports of agent status problems for some agents, and we began additional investigation. Initially this issue looked like a state mismatch due to caching in internal systems and we took steps to resolve that issue. However internal tests showed that the presence issue persisted for some agents after those resolutions. Additional steps were taken to once again restart the queuing node that caused the issues the previous day, resolving the status issue and returning systems to normal operation by 09:57 PST. ‌ **Why this happened:** Our event queuing system is integral to the proper functioning of Olark. From our initial investigation, a single node in our event queuing cluster lost network connectivity, and required a hard reboot on Sunday night. Although this queuing system is designed for redundancy, this node did not disconnect cleanly from the cluster. When the node came back up after the first restart, all systems were verified to be working correctly in our testing and monitoring. Once it became clear Monday morning that there was still some remaining cluster state to resolve, we performed a managed restart of the node, which did additional work to force traffic to be redistributed properly to the other nodes. We concluded that the original restart left some cluster state unresolved, which was the cause of the issues on Monday morning. ‌ **How are we preventing this in the future:** Our goal is to detect this kind of cluster state issue for immediate correction in the future. We already have significant monitoring at the infrastructure level, queue level, and application level. However, as a result of this incident, we are immediately this week: \(1\) adding new end-to-end regression tests for this specific application failure, and \(2\) asking our on-call engineers and support team to be extra vigilant over this Thanksgiving holiday week and increase frequency of manual human supervision of our systems. We have already increased the alert level for existing automated monitors, and we have also added new diagnostic tools for our on-call engineers to detect this specific issue. ‌ Beyond those immediate monitoring and correction steps, we aim to prevent these issues from happening in the first place. If one node exits our event queuing cluster, remaining nodes should "heal" the cluster and immediately pick up the work without customer impact. Since healing did not occur correctly in this case, the highest priority for our engineering team is isolating a solution to ensure all disconnects and reconnects are clean. We have made this work a top priority for our engineering team to ensure we continue to have stability for this core component of our infrastructure.

This incident has been resolved. We're working on a full investigation of the issue and causes and will publish a post-incident writeup here once complete.

We've implemented a fix for the issue with agent presence and chats being assigned when agents were set to away. Systems have recovered and agents should be free to log in and use the service as normal. We'll continue to monitor closely and update here if there are changes.

We're continuing to investigate issues with agent presence and message delivery when agents are set to away. We'll update here as soon as we have more information.

We're investigating issues with agent being set to away unexpectedly and receiving messages when set to away. We'll update here as soon as we know more.

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

This incident has been resolved.

We've implemented a fix for the issue we were seeing with message delivery and systems have returned to normal. We're continuing to monitor closely.

We're investigating reports of issues with message delivery. We'll update here as soon as we know more.

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

On Sunday October 20th at approximately 4:10pm PST, Olark experienced a significant system outage that was not fully resolved until Monday morning approximately 10:15am PST. During this time, the majority of chats were affected and messages were not delivered or stored. We know Olark plays a critical role for your team and business, and we are deeply sorry for the impact this had on your operations earlier this week. We want to provide you an explanation of what happened, why, and the steps our team is taking to ensure this doesn't happen again. **What happened:** Our team was first alerted to potential issues late afternoon on Sunday October 20th \(4:10pm PST\) after one of our event queuing nodes was rebooted on our service provider. After our engineers performed an initial investigation, our system showed that the node had rebooted successfully, and we did not turn up any other signals in our system showing service impact. Early the following Monday morning, our team was alerted again at approximately 7:00am PST, began investigating further with the help of customer-reported symptoms, and identified a drop in event throughput. We were then able to see specific events in the system were being queued but not processed; further investigation revealed that our message queuing cluster appeared to be in a "running" state but was not actually storing or processing the events it received. After restarting the cluster, we determined that the internal cluster state was corrupted and still could not store or process events, due to a rare bug in the cluster software where a single node reboot would result in a corrupted cluster state on disk. Once we identified this root cause, we were able to finally resolve it by recreating all of our event queues and rebooting the entire cluster and all clients. By prioritizing real-time systems first, we were able to restore chat functionality around 9:30am, with the rest of the system recovering over the next half hour or so. **Why this happened**: Due to low weekend event levels, our engineers unfortunately did not detect the abnormal drop in event throughput during the alert on Sunday late afternoon. This is an oversight on our part, and we take full responsibility. Additionally, root-causing and resolution was slow, due to this being a rare bug in the event queuing cluster that we have not observed in any prior reboots. When this bug happens, the cluster reports being fully functional, and clients experience queuing as fully functional despite not being stored, so root-causing from symptoms unfortunately took additional time. In the past, we have relied on queue backup alerts; in this case the cluster was processing these events, but not populating the queues correctly and thus did not trigger our typical monitoring. **How we are preventing this in the future**: Our highest priority is ensuring that our systems remain as stable as possible for our customers, and to that end, ensuring that our system alerts engineers to severe symptoms like this, without relying on cluster monitoring and queue backups. Our engineering team has identified better event-throughput metrics and end-to-end testing that will allow us to detect such a situation immediately in the future. We have also taken steps to improve our internal procedures for getting weekend alerts to full resolution.

We're continuing to monitor closely and are confident that service has been restored. We'll update with a full post-incident recap here soon.

We've implemented a fix and are seeing messages delivered successfully. We'll continue to monitor closely and update here.

We've identified the cause of agent and visitor messages failing to be delivered and are implementing a fix.

We're continuing to investigate the cause of messages not being delivered between agents and visitors. We'll continue to update here.

We're investigating reports that visitor and agent messages aren't being delivered. We'll update here as soon as we know more.

We are currently investigating this issue.

This incident has been resolved.

Users of our Classic chat console (chat.olark.com) may experience a brief disconnection. Anyone that experiences this should see their connection restored quickly and be able to resume chat right away.

This incident has been resolved.

We experienced an issue specific to our new agent console (app.olark.com). A fix was put in place and we've now recovered - we'll continue to monitor closely and post updates here.

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

We're released a final fix for the issue related to the unread messages badge showing incorrectly.

We've released a fix and conversations are now appearing in the correct inbox. Please note that the notification number for "My Inbox" may not be updating correctly and you may see a higher number than you should. We're working on correcting this and will update here once that is done.

We've released a fix and inboxes are back to normal. We'll continue to monitor closely.

We've identified an issue with conversations appearing in the wrong folders and are implementing a fix. We'll update here as soon as it's been released.

This incident has been resolved.

A fix has been implemented and systems are returning to normal. We'll continue to monitor closely.

We're investigating issues with the new agent app (app.olark.com) and chatbots. We'll update here as soon as we know more

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

This incident has been resolved.

We detected an issue with message delivery performance. We have taken action to address the problem and we are currently monitoring.

This incident has been resolved.

We've identified an issue that may be causing some performance issues with Olark bots. We're working to rectify the issue now and will continue to update here.

This incident has been resolved.

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

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

This incident has been resolved.

We've identified and taken steps to mitigate the cause of the issues we were seeing. We'll continue to monitor closely.

We are continuing to investigate this issue.

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

We have identified and resolved a scaling issue with the chatbox servers.

We are seeing the olark chatbox not consistently loading on some sites. We are investigating the issue.

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

This incident has been resolved

We continue to see performance issues, including slow loading of visitor, agent, and chat information in our new Olark agent console (app.olark.com). These issues are related to an upstream service provider. We're working with the service provider to mitigate and we will continue to update here as information becomes available.

This incident has been resolved.

Performance issues have been mitigated and we're continuing to monitor message delivery times.

We're seeing some improvement in message and visitor information delays. We're continuing to investigate the issue and will update here as we have more information.

We are continuing to investigate issues with delays loading visitors and chats. We'll update here as we know more.

We're investigating reports of delays in showing visitors and messages in chat. We'll update here as we know more.

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

This incident has been resolved.

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

We've identified the cause of the issue and are implementing a fix. We'll update as soon as we've recovered.

We're investigating reports that bots are slow to respond. Live chat service appears to be unaffected at this time. We'll update here as we know more.

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

This incident has been resolved.

A fix has been implemented and we're monitoring the results. Agents should be able to resume chat as normal.

We're continuing to investigate delayed message delivery and data not loading in the Beta Olark Agent Console (app.olark.com).

We're investigating reports of delayed message delivery. We'll update here as soon as we know more.

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

This incident has been resolved.

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

We've identified the cause of slow message delivery in our new agent app (app.olark.com) and are working on a fix now. In the meantime, the issue can be improved by refreshing your browser and we recommend you do so if you're using app.olark.com. We'll update here as soon as we have more information to share.

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

This incident has been resolved.

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

We're seeing delayed messages again but have identified the cause and are working on resolution now. We'll update as soon as we have more information to share.

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

We're investigating reports that chat messages are delayed and there are issues loading transcripts. We'll update here as we know more.

This incident has been resolved.

We've identified the cause and implemented a fix. Chat behavior is back to normal but we'll continue to monitor closely.

We're investigating reports of message delivery issues. We'll update here as soon as we know more.

This incident has been resolved.

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

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

We're investigating reports of chatboxes loading intermittently. We'll update here as soon as we know more.

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

Olark chatboxes and agent console are back in service.

We've identified the cause of the issues and are working on resolution. We'll continue to update here as we have more information to report.

We're investigating reports that Olark services are down. We'll update here as soon as we know more.

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

After applying the necessary changes and monitoring its effects on our systems, we are considering this incident resolved.

Our CDN provider was having service issues which caused the chatboxes to not be able to load configuration. We have mitigated the issue internally and are currently monitoring while our system recover.

We are continuing to investigate this issue.

We are seeing elevated error rates when loading chatboxes. We're currently investigating the issue.

This incident has been resolved.

It looks like the DNS issues have resolved and you should be able to load olark.com pages again. We'll continue to monitor closely and update here.

We are currently experiencing DNS resolution issues on olark.com as a result of an upstream provider. Some geographical zones are experiencing trouble connecting to our servers. We are actively monitoring and will update when we have additional information.

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

This incident has been resolved.

We are currently looking into a Denial of Service (DoS) attack to our systems and our team is working to mitigate disruptions to our systems.

We are continuing to investigate this issue.

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

Our DNS provider has resolved this issue and olark.com should be back to loading properly, world wide.

We've identified a DNS provider issue that's causing olark.com not to load in some geolocations, including South America. We're working with our DNS provider while they work to resolve the issue. We'll update here as soon as we have additional information.

We're investigating reports that olark.com is not loading in some geolocations. We'll update here as soon as we know more.

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

This incident has been resolved - all pages are loading properly.

We are continuing to investigate this issue.

We're investigate an issue that's causing some pages in Olark dashboards to appear broken. We'll update here as soon as we know more.

This incident has been resolved.

We've implemented a fix that should resolve messages being duplicated and agents being stuck online in the agent console. Chat should be back to normal but we'll continue to monitor closely, just to be sure.

Some users are still experiencing this issue. We're working to clear this up now and will update here when we're sure this has been resolved.

We received some reports that agents were disconnected from the agent console and some messages were duplicated. We've determined the issue was related to a deploy and should be resolved. Users still having trouble connecting to the agent console should log out, refresh their browser, and log in again.

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

Beginning approximately 5pm Pacific on Friday, 10/21, users who attempted to log in to the agent console at chat.olark.com and the Beta agent app at app.olark.com were shown a security warning indicating that our SSL Certificate had an invalid date. At approximately 5:45pm Pacific on Saturday, 10/22, we identified that a misconfiguration when installing a new certificate was the root cause, corrected the issue, and users were able to log in to chat.olark.com as expected. The Beta agent app certificate configuration was corrected on Monday, 10/24, at approximately 7:30am Pacific, and users were again able to log in to app.olark.com as expected.

This incident has been resolved.

A fix has been implemented and all transcripts are now available. We'll continue to monitor to ensure everything behaves as expected.

We've taken measures to allow transcripts to load and resolve issues with chats in the Beta app. Transcripts dated 2019 and earlier will temporarily be unavailable while we implement a permanent fix for the issue.

Looks like we're continuing to encounter issues with transcripts and messages in the Beta app. We're working on it and will update here as soon as we know more.

We've identified an issue that is causing transcripts to load slowly or not at all and is affecting message delivery in the Beta agent app. We've taken steps to mitigate the issue and things appear to be recovering now.

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

This incident has been resolved.

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

We are currently investigating reports that transcripts are not loading and chats are interrupted in the Beta agent app. We'll update here as soon as we know more.

This incident has been resolved.

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

We're investigating reports of transcripts not load and slowness in our Beta agent console. We'll update here as soon as we know more.

This incident has been resolved.

We are continuing to investigate this issue.

We're investigating issues with transcripts and dashboard data loading, as well as slow messaging in our beta agent console. We'll update here as soon as we know more.

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

This incident has been resolved

Today at around 15:30 UTC we started experiencing high latency on our internal systems which manifested itself as olark.com and some chat functions being slow or unresponsive. This event lasted approximately for 50 minutes and we are now recovered after increasing capacity on an affected system. We are continuing to monitor this event.

This incident has been resolved.

Bots should now be back to functioning as expected. We'll continue to monitor closely but are confident that the issue is resolved.

We've detected an issue with our automation bots and are investigating. We'll update here as we have more details.

This incident has been resolved.

Our testing indicates that the fix has stopped transcripts from being sent multiple times to integrations. We'll continue to monitor closely.

We were alerted this morning that customers with integrations were seeing transcripts resent to those integrations multiple times. We've taken steps to mitigate the issue and are monitoring the fix.

This incident has been resolved.

A fix has been implemented and we're monitoring

We are currently investigating this issue.

From approx. 4:57am UTC to 8:24am UTC (7/26/22 9:57pm PDT to 7/27/22 1:24am PDT,) olark.com was intermittently offline due to an attempted distributed denial of service attack. During periods when the site was offline, Olark users were unable to log in and access Olark services. Unfortunately, our outage systems failed to update statuspage with the service status during this incident. We're posting this incident manually for transparency and updating our processes to ensure that statuspage is as reflective of our service status, in real-time, as possible.