Changes / Pendo / Pendo application and CNAME guide delivery outage in EU region
Pendo: Major incident: Pendo application and CNAME guide delivery outage in EU region
Summary
Pendo reported a major EU application and CNAME guide delivery outage, starting 2025-05-07 13:28 UTC and resolved 2025-05-07 16:33 UTC; recorded duration was 3 h 4 min. Pendo attributed application crashes affecting all EU customers to an update; application service returned by 13:00 UTC, CNAME guides were unavailable for approximately 30 minutes, and data collection was unaffected.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
Before: not present
After: Pendo application and CNAME guide delivery outage in EU region
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After: major
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After: resolved
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After: 2025-05-07 13:28 UTC
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After: 2025-05-07 16:33 UTC
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After: Guide Deliverability, Guides - Guide Deliverability, Pendo UI
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After: At 12:02 UTC (14:02 CET / 8:02 ET), Pendo released an update to our EU region that caused the app to crash for all customers in that region. Around 12:30 UTC, our application crashed for users in the EU region and service was restored by 13:00 UTC.
There was no impact to data collection. However, for our customers using our CNAME product in the EU region, there was a guides outage for approximately 30 minutes. Those services have been restored as of 13:00 UTC and we are currently monitoring behavior.
Before: not present
After: This incident has been resolved.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Pendo application and CNAME guide delivery outage in EU region (this change) Pendo reported a major EU application and CNAME guide delivery outage, starting 2025-05-07 13:28 UTC and resolved 2025-05-07 16:33 UTC; recorded duration was 3 h 4 min. Pendo attributed application crashes affecting all EU customers to an update; application service returned by 13:00 UTC, CNAME guides were unavailable for approximately 30 minutes, and data collection was unaffected. | Major incident |