# 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, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-05-07 13:28 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/42zbp5s636qv](https://stspg.io/42zbp5s636qv)
- [Company: Pendo](https://rewindex.com/company/pendo.md)
- Versions: before (none: first archived) → after incident\_version:56/2qm1vbwynndf@590f06ac41c5
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Pendo application and CNAME guide delivery outage in EU region
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-05-07 13:28 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-05-07 16:33 UTC
```

**6. Added: Affected components**

```diff
+ Guide Deliverability, Guides - Guide Deliverability, Pendo UI
```

**7. Added: Update** (monitoring) · 2025-05-07 13:28 UTC

```diff
+ 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.
```

**8. Added: Update** (resolved) · 2025-05-07 16:33 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-05-07 13:28 UTC | Major incident: Pendo application and CNAME guide delivery outage in EU region (this change) | outage |

All Pendo changes: [timeline](https://rewindex.com/company/pendo/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i0459773eec3acd · Markdown: https://rewindex.com/change/i0459773eec3acd.md · JSON: https://rewindex.com/api/v1/changes/i0459773eec3acd · Generated 2026-10-18T02:31:31.541Z