Changes / Help Scout / Docs site not loading
Help Scout: Critical incident: Docs site not loading
Summary
Help Scout’s Docs Sites failed to load in a critical outage starting 2025-12-20 21:24 UTC. Sites were loading again by 2025-12-20 21:59 UTC, and the incident was resolved at 2025-12-20 22:43 UTC, lasting 1 h 19 min.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
Before: not present
After: Docs site not loading
Before: not present
After: critical
Before: not present
After: resolved
Before: not present
After: 2025-12-20 21:24 UTC
Before: not present
After: 2025-12-20 22:43 UTC
Before: not present
After: Docs Sites
Before: not present
After: We are currently investigating an issue that is causing Docs sites to not load. We will update here as soon as we have more information to share.
Before: not present
After: Docs sites are back to loading, and our team is monitoring things at this time. We will update again when we're sure things are all resolved.
Before: not present
After: Docs is back to fully operational.
First version of this incident archived by Rewindex. View the live incident.
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Critical incident: Docs site not loading (this change) Help Scout’s Docs Sites failed to load in a critical outage starting 2025-12-20 21:24 UTC. Sites were loading again by 2025-12-20 21:59 UTC, and the incident was resolved at 2025-12-20 22:43 UTC, lasting 1 h 19 min. | Major incident |
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