# 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, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-12-20 21:24 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/dhtjxsz8mr0y](https://stspg.io/dhtjxsz8mr0y)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)
- Versions: before (none: first archived) → after incident\_version:330/r2z2gpgc96r9@0bb6310fd93e
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Docs site not loading
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-12-20 21:24 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-12-20 22:43 UTC
```

**6. Added: Affected components**

```diff
+ Docs Sites
```

**7. Added: Update** (investigating) · 2025-12-20 21:24 UTC

```diff
+ 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.
```

**8. Added: Update** (monitoring) · 2025-12-20 21:59 UTC

```diff
+ 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.
```

**9. Added: Update** (resolved) · 2025-12-20 22:43 UTC

```diff
+ Docs is back to fully operational.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-12-20 21:24 UTC | Critical incident: Docs site not loading (this change) | outage |

All Help Scout changes: [timeline](https://rewindex.com/company/help-scout/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/i517c5f79f693bb · Markdown: https://rewindex.com/change/i517c5f79f693bb.md · JSON: https://rewindex.com/api/v1/changes/i517c5f79f693bb · Generated 2026-10-18T02:28:38.199Z