# Pendo: Major incident: Investigating Issues with Guides and Resource Center

**Summary:** A major incident affected Guide statuses and access/editing of Resource Center Guide Modules across AU, EU, JPN, US1 and US environments. It ran from 2026-02-05 12:21 UTC to 2026-02-08 14:57 UTC (3 days 2 h); Pendo rolled out a fix and confirmed resolution after monitoring and reviewing guide statuses. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-02-05 12:21 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/fqdg4yflpg1g](https://stspg.io/fqdg4yflpg1g)
- [Company: Pendo](https://rewindex.com/company/pendo.md)
- Versions: before (none: first archived) → after incident\_version:56/65qprr4qbg2p@fc5fa9e367cc
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Investigating Issues with Guides and Resource Center
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-02-05 12:21 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-02-08 14:57 UTC
```

**6. Added: Affected components**

```diff
+ AU environment (app.au.pendo.io) - Pendo UI, AU environment (app.au.pendo.io) - Resource Center, EU environment (app.eu.pendo.io) - Pendo UI, EU environment (app.eu.pendo.io) - Resource Center, JPN environment (app.jpn.pendo.io) - Pendo UI, JPN environment (app.jpn.pendo.io) - Resource Center, Pendo UI, Resource Center, US1 environment (us1.app.pendo.io) - Pendo UI, US1 environment (us1.app.pendo.io) - Resource Center, US environment (app.pendo.io) - Pendo UI, US environment (app.pendo.io) - Resource Center
```

**7. Added: Update** (investigating) · 2026-02-05 12:21 UTC

```diff
+ We are investigating a potential issue affecting Guides and the Resource Center. Some users may notice unexpected behavior with Guide statuses (Draft, Staging, Production) and may be unable to view or edit the Resource Center modules. We are working to understand the scope and impact and will share updates as we learn more.
```

**8. Added: Update** (investigating) · 2026-02-05 13:25 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (investigating) · 2026-02-05 14:04 UTC

```diff
+ Our teams are in deep-dive mode and still investigating.
```

**10. Added: Update** (investigating) · 2026-02-05 14:43 UTC

```diff
+ We are continuing to investigate this issue.
```

**11. Added: Update** (investigating) · 2026-02-05 16:00 UTC

```diff
+ Our investigation into the root cause of this issue is ongoing.
```

**12. Added: Update** (investigating) · 2026-02-05 17:21 UTC

```diff
+ Our team is still actively investigating and is drawing closer to remediation.
```

**13. Added: Update** (investigating) · 2026-02-05 19:01 UTC

```diff
+ We are continuing to work through resolving and remediating this issue.
```

**14. Added: Update** (investigating) · 2026-02-05 21:42 UTC

```diff
+ Our investigation is still ongoing.
```

**15. Added: Update** (monitoring) · 2026-02-05 23:35 UTC

```diff
+ We have rolled out a fix for an issue impacting Resource Center Guide Modules where guide module changes could not be accessed via the VDS or edited. As part of this fix, we did not automatically apply Resource Center state changes made after February 4 at 4:00 PM, to avoid making assumptions about intended configurations. Customers who updated Resource Center states after this time will need to re-publish their Resource Center from Draft to Production to ensure their desired configuration is reflected. We will continue to monitor the situation. Additionally, as an extra precaution our team will be conducting a full review of guide statuses to ensure all guides reflect their intended state and content. We do not expect further impact, but will provide updates if anything unexpected is identified. We will continue to monitor closely and provide updates if needed.
```

**16. Added: Update** (resolved) · 2026-02-08 14:57 UTC

```diff
+ After monitoring guide and resource center behavior and conducting a review of all guide statuses, we consider this issue fully resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-02-05 12:21 UTC | Major incident: Investigating Issues with Guides and Resource Center (this change) | outage |

All Pendo changes: [timeline](https://rewindex.com/company/pendo/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/i8448a8154c5f80 · Markdown: https://rewindex.com/change/i8448a8154c5f80.md · JSON: https://rewindex.com/api/v1/changes/i8448a8154c5f80 · Generated 2026-10-18T02:31:41.963Z