# PandaDoc: Critical incident: Document can't be created from the templates

**Summary:** PandaDoc reported a critical outage preventing users from creating documents from templates, starting at 2022-10-28 15:26 UTC and resolved at 2022-10-28 17:55 UTC, lasting 2 h 29 min. The vendor confirmed document creation was restored but did not state a cause or describe the fix. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2022-10-28 15:26 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/yl61lzkv83p4](https://stspg.io/yl61lzkv83p4)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/5w8zmhl2xj2c@033f97a5c21e
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Document can't be created from the templates
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2022-10-28 15:26 UTC
```

**5. Added: Resolved time**

```diff
+ 2022-10-28 17:55 UTC
```

**6. Added: Affected components**

```diff
+ Application, Sending and Opening Documents, Sending documents, Web application
```

**7. Added: Update** (investigating) · 2022-10-28 15:26 UTC

```diff
+ We are currently investigating this issue.
```

**8. Added: Update** (investigating) · 2022-10-28 15:46 UTC

```diff
+ Thank you for your patience! Our development team continues investigating the issue.  Check back here for updates and we will get this back on track as soon as possible.
```

**9. Added: Update** (investigating) · 2022-10-28 16:07 UTC

```diff
+ Our development team is looking into the issue at the moment.  We do appreciate your patience! Stay tuned.
```

**10. Added: Update** (investigating) · 2022-10-28 16:27 UTC

```diff
+ The investigation is being performed on our end. We will keep you posted on any updates received!
```

**11. Added: Update** (identified) · 2022-10-28 16:47 UTC

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

**12. Added: Update** (monitoring) · 2022-10-28 17:29 UTC

```diff
+ We have resolved the issue and PandaDoc users should now be able to create 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.
```

**13. Added: Update** (resolved) · 2022-10-28 17:55 UTC

```diff
+ We're all set! Users can now create documents. 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 |
| --- | --- | --- |
| 2022-10-28 15:26 UTC | Critical incident: Document can't be created from the templates (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/i342fe8524cd2de · Markdown: https://rewindex.com/change/i342fe8524cd2de.md · JSON: https://rewindex.com/api/v1/changes/i342fe8524cd2de · Generated 2026-10-18T03:21:52.525Z