# Help Scout: Major incident: Docs Errors

**Summary:** Help Scout reported a major incident affecting Docs Sites and Web App: Docs sites failed to load, with intermittent loading issues continuing after an initial recovery. The incident started at 2026-07-14 12:17 UTC and was resolved at 2026-07-14 19:00 UTC, lasting 6 h 43 min; Help Scout confirmed Docs was fully operational. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-07-14 12:17 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/dpvhpmwnvvl7](https://stspg.io/dpvhpmwnvvl7)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)
- Versions: before (none: first archived) → after incident\_version:330/n5qh4s8bycsz@c4e356fff84c
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Docs Errors
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-07-14 12:17 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-07-14 19:00 UTC
```

**6. Added: Affected components**

```diff
+ Docs Sites, Web App
```

**7. Added: Update** (investigating) · 2026-07-14 12:17 UTC

```diff
+ We are currently investigating an issue that is causing Help Scout Docs sites to not load. We will update here as soon as we have more information to share.
```

**8. Added: Update** (monitoring) · 2026-07-14 12:29 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** (identified) · 2026-07-14 14:23 UTC

```diff
+ Some Docs sites are still experiencing intermittent loading issues, and our team is actively working on a fix. We'll post an update as soon as we have more to share.
```

**10. Added: Update** (monitoring) · 2026-07-14 15:44 UTC

```diff
+ Docs sites are once again back to loading, and our team is monitoring things at this time. We will provide another updat when things are fully resolved.
```

**11. Added: Update** (resolved) · 2026-07-14 19:00 UTC

```diff
+ Help Scout Docs is fully operational - we’re closing this out. Thank you for your patience while we worked on this one!
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-07-14 12:17 UTC | Major incident: Docs Errors (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/i66b4a2a5a6847e · Markdown: https://rewindex.com/change/i66b4a2a5a6847e.md · JSON: https://rewindex.com/api/v1/changes/i66b4a2a5a6847e · Generated 2026-10-18T02:31:34.875Z