# Pendo: Major incident: Latency issue in US region impacting login, guide delivery and event data processing

**Summary:** Pendo reported a major US-region disruption affecting login, web and mobile guide delivery, and event data processing, starting 2026-09-14 16:14 UTC and resolved at 2026-09-14 20:05 UTC (3 h 50 min). Pendo deployed a fix and reported services restored at 16:22 UTC with no data loss, though event processing could still be slightly delayed. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-09-14 16:14 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/fhjgsg7f7wy1](https://stspg.io/fhjgsg7f7wy1)
- [Company: Pendo](https://rewindex.com/company/pendo.md)
- Versions: before (none: first archived) → after incident\_version:56/x3x5kkyyzp04@7dbdf8fe0e83
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Latency issue in US region impacting login, guide delivery and event data processing
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-14 16:14 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-14 20:05 UTC
```

**6. Added: Affected components**

```diff
+ Analytics - Data Processing, Guide Deliverability, Mobile Analytics, Mobile Guides, Pendo UI, US environment (app.pendo.io) - Analytics - Data Processing, US environment (app.pendo.io) - Guide Deliverability, US environment (app.pendo.io) - Mobile Analytics, US environment (app.pendo.io) - Mobile Guides, US environment (app.pendo.io) - Pendo UI
```

**7. Added: Update** (monitoring) · 2026-09-14 16:14 UTC

```diff
+ We have deployed a fix for a disruption affecting login, guide delivery latency (web and mobile), and event data processing latency in our US environment. Our team is actively monitoring to confirm the behavior is fully resolved and will provide a further update once that's confirmed.
```

**8. Added: Update** (monitoring) · 2026-09-14 16:18 UTC

```diff
+ We are continuing to monitor for any further issues.
```

**9. Added: Update** (monitoring) · 2026-09-14 16:22 UTC

```diff
+ Guide deliverability, data processing, and logins have been restored. There was no loss of data. There may be a small delay in event processing.
```

**10. Added: Update** (resolved) · 2026-09-14 20:05 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-14 16:14 UTC | Major incident: Latency issue in US region impacting login, guide delivery and event data processing (this change) | degradation |

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/i22dd9c56f41259 · Markdown: https://rewindex.com/change/i22dd9c56f41259.md · JSON: https://rewindex.com/api/v1/changes/i22dd9c56f41259 · Generated 2026-10-18T02:29:16.052Z