# Gorgias: Major incident: Store website and URLs sync failures

**Summary:** Gorgias reported a major outage affecting Knowledge content syncing from Store website and URLs sources for many stores; existing content was unaffected. It started 2026-07-15 10:18 UTC and lasted 2 days 3 h, resolving 2026-07-17 13:27 UTC after Gorgias deployed a fix for Store website sync issues. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-07-15 10:18 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/l4b26jggcw52](https://stspg.io/l4b26jggcw52)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/ll55ntldnhgq@d96b38a06092
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Store website and URLs sync failures
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-07-15 10:18 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-07-17 13:27 UTC
```

**6. Added: Affected components**

```diff
+ Helpdesk - Web App, Web App
```

**7. Added: Update** (investigating) · 2026-07-15 10:18 UTC

```diff
+ Syncing content from the Store website and URLs sources in Knowledge is failing for many stores. We are investigating the issue.   Existing content is not affected.
```

**8. Added: Update** (identified) · 2026-07-16 11:13 UTC

```diff
+ Syncing content from the Store website and URLs sources in Knowledge is failing for many stores. We are investigating the issue.   Existing content is not affected.
```

**9. Added: Update** (monitoring) · 2026-07-17 12:01 UTC

```diff
+ We deployed a fix to solve the Store website sync issues. We are monitoring the situation.
```

**10. Added: Update** (resolved) · 2026-07-17 13:27 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-07-15 10:18 UTC | Major incident: Store website and URLs sync failures (this change) | outage |

All Gorgias changes: [timeline](https://rewindex.com/company/gorgias/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/i12aacdfa6d642f · Markdown: https://rewindex.com/change/i12aacdfa6d642f.md · JSON: https://rewindex.com/api/v1/changes/i12aacdfa6d642f · Generated 2026-10-18T03:31:45.939Z