On Friday, August 21, 2026, from approximately 05:20 to 12:55 (UTC), some customers experienced intermittent failures when using the Gmail Phish Alert Button add-in to report suspicious emails, receiving the "An internal error has occurred" message instead of a successful report confirmation. The issue affected customers across all regions, with the highest error volumes concentrated in the EU-West and US-East service regions.

This issue was caused by a disruption in a caching service on Google's Apps Script platform, which the add-in relies on to store per-user session configuration. The service began intermittently returning empty results on read while still accepting new writes, causing affected report submissions to fail. KnowBe4 engaged Google directly and filed a formal bug report between approximately 12:19 and 12:39 (UTC). Error volume declined sharply shortly after as the vendor-side condition cleared, and the Gmail Phish Alert Button returned to normal performance by approximately 12:55 (UTC).

To prevent this type of issue in the future, we are continuing to work with Google to track the resolution of the underlying caching defect. No data loss occurred as a result of this issue.