# PandaDoc: Critical incident: Can't create documents

**Summary:** PandaDoc reported a critical outage preventing document creation, affecting Creating and editing documents and US & Global - Creating and editing documents. It started at 2023-12-20 11:50 UTC and was resolved at 2023-12-20 12:06 UTC; the computed duration was 15 min. PandaDoc reported implementing a fix and confirmed normal operation. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2023-12-20 11:50 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/njh86b73bhtb](https://stspg.io/njh86b73bhtb)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/nkhpgdp0x6jx@3172b7c127a2
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Can't create documents
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2023-12-20 11:50 UTC
```

**5. Added: Resolved time**

```diff
+ 2023-12-20 12:06 UTC
```

**6. Added: Affected components**

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

**7. Added: Update** (identified) · 2023-12-20 11:50 UTC

```diff
+ The issue has been identified and a fix is being implemented.
```

**8. Added: Update** (monitoring) · 2023-12-20 12:02 UTC

```diff
+ We have resolved the issue and PandaDoc users should now be able to use the application normally. We're still monitoring the application performance and will post a final “ALL SET” message once we’ve confirmed the issue is fully resolved.
```

**9. Added: Update** (resolved) · 2023-12-20 12:06 UTC

```diff
+ We're all set! PandaDoc is working properly and the incident has been fully resolved. 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 |
| --- | --- | --- |
| 2023-12-20 11:50 UTC | Critical incident: Can't create 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._


---
Canonical: https://rewindex.com/change/i743306f5c67161 · Markdown: https://rewindex.com/change/i743306f5c67161.md · JSON: https://rewindex.com/api/v1/changes/i743306f5c67161 · Generated 2026-10-18T03:32:32.158Z