# PandaDoc: Major incident: Issues with PandaDoc document creation, completion and download

**Summary:** PandaDoc reported a major outage affecting document creation, completion and download from 2023-03-20 17:15 UTC to 2023-03-20 18:20 UTC, lasting 1 h 4 min. PandaDoc said these functions were restored at 17:52 UTC and monitored performance before marking the incident resolved; no cause was stated. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2023-03-20 17:15 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/mg5rn04lklnc](https://stspg.io/mg5rn04lklnc)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/s4c6xdqv5dsf@4c0627562a78
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Issues with PandaDoc document creation, completion and download
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2023-03-20 17:15 UTC
```

**5. Added: Resolved time**

```diff
+ 2023-03-20 18:20 UTC
```

**6. Added: Affected components**

```diff
+ Application, Uploading and downloading documents, Uploading documents, Web application
```

**7. Added: Update** (investigating) · 2023-03-20 17:15 UTC

```diff
+ We are actively investigating issues with PandaDoc document creation, completion, and download. Please check back here for updates, and we appreciate your patience while we get this resolved.
```

**8. Added: Update** (investigating) · 2023-03-20 17:16 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (investigating) · 2023-03-20 17:33 UTC

```diff
+ Our dev is actively working on resolving the issue. We do really apologize for the inconvenience caused and we appreciate your patience while we get this resolved.
```

**10. Added: Update** (identified) · 2023-03-20 17:37 UTC

```diff
+ We’ve identified the issue and are already working on a fix. We appreciate your patience and will post updates here as soon as possible. Stay tuned!
```

**11. Added: Update** (monitoring) · 2023-03-20 17:52 UTC

```diff
+ We have resolved the issue and PandaDoc users should now be able to download, create, and complete documents. We're still monitoring the application performance and will post a final “ALL SET” message once we’ve confirmed the issue is fully resolved.
```

**12. Added: Update** (resolved) · 2023-03-20 18:20 UTC

```diff
+ We're all set! If you continue to experience any issues with this, please reach out to us at support@pandadoc.com.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2023-03-20 17:15 UTC | Major incident: Issues with PandaDoc document creation, completion and download (this change) | outage |

All PandaDoc changes: [timeline](https://rewindex.com/company/pandadoc/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/i237d404844183a · Markdown: https://rewindex.com/change/i237d404844183a.md · JSON: https://rewindex.com/api/v1/changes/i237d404844183a · Generated 2026-10-18T03:28:49.671Z