# Help Scout: Major incident: Connections Issues

**Summary:** Help Scout reported a major degradation causing slow page loads and timeouts in the web app, with Email Processing and mailbox counts, folders, reports, and search results listed as affected. It started at 2026-02-26 12:21 UTC and was resolved at 2026-02-26 12:29 UTC (reported duration: 7 min); performance was stable, with continued monitoring planned. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-02-26 12:21 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/1gdrr393fmbq](https://stspg.io/1gdrr393fmbq)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)
- Versions: before (none: first archived) → after incident\_version:330/myyydhx83f74@12e906c64a29
- 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
+ 2026-02-26 12:21 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-02-26 12:29 UTC
```

**6. Added: Affected components**

```diff
+ Email Processing, Mailbox counts, folders, reports, search results, Web App
```

**7. Added: Update** (investigating) · 2026-02-26 12:21 UTC

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

**8. Added: Update** (resolved) · 2026-02-26 12:29 UTC

```diff
+ Our team has identified and 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 |
| --- | --- | --- |
| 2026-02-26 12:21 UTC | Major incident: Connections Issues (this change) | degradation |

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._


---
Canonical: https://rewindex.com/change/i11f90ab74c60b0 · Markdown: https://rewindex.com/change/i11f90ab74c60b0.md · JSON: https://rewindex.com/api/v1/changes/i11f90ab74c60b0 · Generated 2026-10-18T03:33:54.259Z