# Pendo: Critical incident: Guide Delivery Outage - US1 Region

**Summary:** Pendo reported a critical guide delivery outage in the US1 environment (us1.app.pendo.io): guides were not loading for end users. The incident ran from 2026-05-19 16:50 UTC to 2026-05-19 19:06 UTC, lasting 2 h 16 min. Mitigation changes partially restored service; guides were loading normally by 17:33 UTC, with full resolution confirmed at 19:06 UTC. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-05-19 16:50 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/vysqc2dkhmd2](https://stspg.io/vysqc2dkhmd2)
- [Company: Pendo](https://rewindex.com/company/pendo.md)
- Versions: before (none: first archived) → after incident\_version:56/829vdsqt3f4q@447dffdea905
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Guide Delivery Outage - US1 Region
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-05-19 16:50 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-05-19 19:06 UTC
```

**6. Added: Affected components**

```diff
+ Guide Deliverability, US1 environment (us1.app.pendo.io) - Guide Deliverability
```

**7. Added: Update** (investigating) · 2026-05-19 16:50 UTC

```diff
+ We are currently investigating an issue affecting guide delivery in the US1 region. Guides are not loading for end users in this environment. Our team is actively working on a resolution.
```

**8. Added: Update** (investigating) · 2026-05-19 17:27 UTC

```diff
+ We have implemented some changes to mitigate the issue with partial restoration, but are still working to fully resolve and identify the root cause of the issue.
```

**9. Added: Update** (monitoring) · 2026-05-19 17:33 UTC

```diff
+ Guide delivery in the US1 region has been restore and guides are now loading normally. We are continuing to monitor the situation.
```

**10. Added: Update** (resolved) · 2026-05-19 19:06 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-05-19 16:50 UTC | Critical incident: Guide Delivery Outage - US1 Region (this change) | outage |

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/i30873a6452f686 · Markdown: https://rewindex.com/change/i30873a6452f686.md · JSON: https://rewindex.com/api/v1/changes/i30873a6452f686 · Generated 2026-10-18T02:29:20.278Z