# PandaDoc: Critical incident: Document can not be downloaded as PDF files

**Summary:** PandaDoc reported a critical outage preventing documents from being downloaded as PDF files, affecting Uploading documents and US & Global - Uploading and downloading documents. It started at 2024-05-16 18:39 UTC and was resolved at 2024-05-16 19:57 UTC, lasting 1 h 18 min; PandaDoc confirmed normal operation but provided no specific cause or fix details. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2024-05-16 18:39 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/dc8j80nbl2xd](https://stspg.io/dc8j80nbl2xd)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/blb51qqlhvs9@e52303819038
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Document can not be downloaded as PDF files
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2024-05-16 18:39 UTC
```

**5. Added: Resolved time**

```diff
+ 2024-05-16 19:57 UTC
```

**6. Added: Affected components**

```diff
+ Uploading documents, US & Global - Uploading and downloading documents
```

**7. Added: Update** (investigating) · 2024-05-16 18:39 UTC

```diff
+ We are actively investigating the ongoing issue.  Please check back here for updates, and we appreciate your patience while we get this resolved.
```

**8. Added: Update** (identified) · 2024-05-16 19:05 UTC

```diff
+ We’ve identified the issue and are already working on a fix.  We appreciate your patience and will post updates here as soon as possible. Stay tuned!
```

**9. Added: Update** (monitoring) · 2024-05-16 19:46 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.
```

**10. Added: Update** (resolved) · 2024-05-16 19:57 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 |
| --- | --- | --- |
| 2024-05-16 18:39 UTC | Critical incident: Document can not be downloaded as PDF files (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._


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Canonical: https://rewindex.com/change/ia6ca36421d45a3 · Markdown: https://rewindex.com/change/ia6ca36421d45a3.md · JSON: https://rewindex.com/api/v1/changes/ia6ca36421d45a3 · Generated 2026-10-18T03:33:55.753Z