Changes / Help Scout / Web App Performance Issues
Help Scout: Major incident: Web App Performance Issues
Summary
Help Scout reported a major incident affecting attachment uploads/downloads, Beacon Live Chats and Contact Forms, and inbound email delivery. It started at 2025-07-29 15:48 UTC and was resolved at 2025-07-29 17:07 UTC, lasting 1 h 18 min; attachment and Beacon errors cleared, and all inbound emails were received.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
Before: not present
After: Web App Performance Issues
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2025-07-29 15:48 UTC
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After: 2025-07-29 17:07 UTC
Before: not present
After: Beacon, Email Processing, Web App
Before: not present
After: We're investigating a problem with our app, which is causing issues with downloading & uploading attachments, Beacon (unable to create Live Chats or submit Contact Forms), and delayed inbound emails. We'll post more information here as we have it. Thank you for your patience!
Before: not present
After: We are no longer seeing issues with downloading & uploading attachments or Beacon Live Chats and Contact Forms. Delayed inbound emails are also starting to come through. We will provide updates as we continue to monitor this issue.
Before: not present
After: We are no longer seeing errors with attachments or Beacon, and all inbound emails have been successfully received. If you continue to experience any issues, please reach out to our team and let us know.
Apologies for the inconvenience today, and thank you for your patience!
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Web App Performance Issues (this change) Help Scout reported a major incident affecting attachment uploads/downloads, Beacon Live Chats and Contact Forms, and inbound email delivery. It started at 2025-07-29 15:48 UTC and was resolved at 2025-07-29 17:07 UTC, lasting 1 h 18 min; attachment and Beacon errors cleared, and all inbound emails were received. | Major incident |
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