# 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, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-07-29 15:48 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/p9t3xpq7dsk9](https://stspg.io/p9t3xpq7dsk9)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)
- Versions: before (none: first archived) → after incident\_version:330/ckj1qfjpb09j@9ac48cbc226b
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Web App Performance Issues
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-07-29 15:48 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-07-29 17:07 UTC
```

**6. Added: Affected components**

```diff
+ Beacon, Email Processing, Web App
```

**7. Added: Update** (investigating) · 2025-07-29 15:48 UTC

```diff
+ 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!
```

**8. Added: Update** (monitoring) · 2025-07-29 16:25 UTC

```diff
+ 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.
```

**9. Added: Update** (resolved) · 2025-07-29 17:07 UTC

```diff
+ 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!
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-07-29 15:48 UTC | Major incident: Web App Performance Issues (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/i8873aa2aec7287 · Markdown: https://rewindex.com/change/i8873aa2aec7287.md · JSON: https://rewindex.com/api/v1/changes/i8873aa2aec7287 · Generated 2026-10-18T03:32:07.523Z