# PandaDoc: Major incident: Some users experience issues with creation and viewing of documents

**Summary:** PandaDoc reported a major incident affecting document creation and viewing, with creating/editing, sending and uploading components listed for US & Global. It started at 2026-08-20 17:03 UTC and was resolved at 2026-08-20 21:42 UTC, lasting 4 h 38 min. PandaDoc reported mitigation at 17:20 UTC with no further degradation; no root cause was stated. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-08-20 17:03 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/z6t6m8ml5p5c](https://stspg.io/z6t6m8ml5p5c)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/l3hkd4wvyxyd@9b041df8c352
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Some users experience issues with creation and viewing of documents
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-08-20 17:03 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-08-20 21:42 UTC
```

**6. Added: Affected components**

```diff
+ Creating and editing documents, Sending documents, Uploading documents, US & Global - Creating and editing documents, US & Global - Sending documents, US & Global - Uploading documents
```

**7. Added: Update** (investigating) · 2026-08-20 17:03 UTC

```diff
+ We are actively investigating the ongoing issue. Please check back here for updates, and we appreciate your patience while we get this resolved.
```

**8. Added: Update** (investigating) · 2026-08-20 17:20 UTC

```diff
+ We've mitigated the issue affecting document creation and viewing, and are no longer seeing degradation.  We continue to work on identify the root cause. We'll provide a further update as we learn more.
```

**9. Added: Update** (resolved) · 2026-08-20 21:42 UTC

```diff
+ We're all set! PandaDoc is working properly and the incident has been fully resolved. If you continue to experience issues with this, please contact our Support team (https://support.pandadoc.com/en/articles/9715061-how-to-contact-pandadoc-support).
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-08-20 17:03 UTC | Major incident: Some users experience issues with creation and viewing of documents (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/i52aa7308d446e4 · Markdown: https://rewindex.com/change/i52aa7308d446e4.md · JSON: https://rewindex.com/api/v1/changes/i52aa7308d446e4 · Generated 2026-10-18T01:30:40.196Z