# Hex: Major incident: Issues using 3.11 custom images

**Summary:** Hex reported a major Kernels incident affecting 3.11 custom images: projects could acquire a kernel but could not query data sources. It started at 2025-11-07 15:07 UTC and was resolved at 2025-11-07 19:28 UTC, lasting 4 h 21 min; Hex identified the issue and reported implementing a fix. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-11-07 15:07 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/942nz6jg2jw0](https://stspg.io/942nz6jg2jw0)
- [Company: Hex](https://rewindex.com/company/hex.md)
- Versions: before (none: first archived) → after incident\_version:67/kd3msfkd50vp@68cbd0d6cb0b
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Issues using 3.11 custom images
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-11-07 15:07 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-11-07 19:28 UTC
```

**6. Added: Affected components**

```diff
+ Kernels
```

**7. Added: Update** (investigating) · 2025-11-07 15:07 UTC

```diff
+ We are currently investigating an issue using 3.11 custom images. It is expected that projects using customer images are able to acquire a kernel, but are not able to query data sources.
```

**8. Added: Update** (identified) · 2025-11-07 15:26 UTC

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

**9. Added: Update** (identified) · 2025-11-07 16:40 UTC

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

**10. Added: Update** (resolved) · 2025-11-07 19:28 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-11-07 15:07 UTC | Major incident: Issues using 3.11 custom images (this change) | outage |

All Hex changes: [timeline](https://rewindex.com/company/hex/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/i0add5755bd14fa · Markdown: https://rewindex.com/change/i0add5755bd14fa.md · JSON: https://rewindex.com/api/v1/changes/i0add5755bd14fa · Generated 2026-10-18T02:28:10.045Z