# Help Scout: Major incident: Connections Issues

**Summary:** Help Scout reported a major connection incident affecting Beacon, Docs Sites and Web App, with slow page loads and timeouts reported in the web app. It started at 2025-12-11 12:06 UTC, lasted 59 min, and was resolved at 2025-12-11 13:06 UTC; performance was stable, but the identified root cause was not disclosed. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-12-11 12:06 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/d0yt7y2p59cg](https://stspg.io/d0yt7y2p59cg)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)
- Versions: before (none: first archived) → after incident\_version:330/kmd031b5fm16@a1bbf604a747
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Connections Issues
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-12-11 12:06 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-12-11 13:06 UTC
```

**6. Added: Affected components**

```diff
+ Beacon, Docs Sites, Web App
```

**7. Added: Update** (investigating) · 2025-12-11 12:06 UTC

```diff
+ We're currently investigating reports of slow page loads and timeouts when trying to access the web app. We’ll share an update as soon as we have more information.
```

**8. Added: Update** (identified) · 2025-12-11 12:43 UTC

```diff
+ The team has identified the root cause, and we're working on a fix, but it may take a bit longer before we can bring all services back online. We'll post an update when we've got more news to share.
```

**9. Added: Update** (resolved) · 2025-12-11 13:06 UTC

```diff
+ Our team has resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this!
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-12-11 12:06 UTC | Major incident: Connections Issues (this change) | outage |

All Help Scout changes: [timeline](https://rewindex.com/company/help-scout/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/i064a19f8d2102c · Markdown: https://rewindex.com/change/i064a19f8d2102c.md · JSON: https://rewindex.com/api/v1/changes/i064a19f8d2102c · Generated 2026-10-18T02:29:15.225Z