# FullStory: Major incident: Guides & Surveys content delivery degraded

**Summary:** FullStory reported major Guides & Surveys degradation in its NA data center: guides, tours, surveys, and smart tips could display incorrectly, with interaction data delayed. The incident ran from 2026-06-11 13:58 UTC to 2026-06-11 17:08 UTC (3 h 10 min). Resource exhaustion caused the issue; delivery returned to normal, and additional safeguards are being implemented. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-06-11 13:58 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/zl0bdhptz6bc](https://stspg.io/zl0bdhptz6bc)
- [Company: FullStory](https://rewindex.com/company/fullstory.md)
- Versions: before (none: first archived) → after incident\_version:51/bsc7tgrdljmk@79a62368a9a7
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Guides & Surveys content delivery degraded
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-06-11 13:58 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-06-11 17:08 UTC
```

**6. Added: Affected components**

```diff
+ Guides and Surveys, NA1 Data Center - Guides and Surveys
```

**7. Added: Update** (monitoring) · 2026-06-11 13:58 UTC

```diff
+ Beginning at approximately 04:00 CEST (22:00 EDT Jun 10), end users on sites where Guides & Surveys is installed may have experienced guides, tours, surveys, and smart tips not displaying correctly, and interaction data was delayed. This only is impacting customers in our NA data center. This issue was caused by resource exhaustion in the service responsible for delivering and recording end-user activity, not in the FullStory application itself. The FullStory app, Guides & Surveys editor, and theme/targeting configuration were not affected. No data was lost. Content delivery may have been delayed, and whether queued interactions are replayed will depend on whether the end user's session re-qualifies against targeting rules. We have identified the root cause of this issue, implemented a fix, and are actively monitoring the service. We will provide a further update once the service has been fully restored.
```

**8. Added: Update** (resolved) · 2026-06-11 17:08 UTC

```diff
+ This incident has been resolved. Guides, tours, surveys, and smart tips are now delivering normally for end users in the NA data center. We apologize for the disruption and are implementing additional safeguards to prevent recurrence.  If you are still experiencing issues, please contact support at support@fullstory.com.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-06-11 13:58 UTC | Major incident: Guides & Surveys content delivery degraded (this change) | degradation |

All FullStory changes: [timeline](https://rewindex.com/company/fullstory/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/i7b9f3c037e3ecb · Markdown: https://rewindex.com/change/i7b9f3c037e3ecb.md · JSON: https://rewindex.com/api/v1/changes/i7b9f3c037e3ecb · Generated 2026-10-18T02:31:40.434Z