# PandaDoc: Critical incident: Can't create, view and edit documents

**Summary:** PandaDoc reported a critical outage preventing document creation, viewing and editing, with API, integrations and other US & Global components affected. It started at 2023-12-21 12:58 UTC and was resolved at 2023-12-21 19:00 UTC, lasting 6 h 1 min; PandaDoc reported normal application use restored during monitoring but disclosed no cause or specific fix. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2023-12-21 12:58 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/ncy5yd076jw1](https://stspg.io/ncy5yd076jw1)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/0y1m67kbvmfk@82d43274a138
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Can't create, view and edit documents
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2023-12-21 12:58 UTC
```

**5. Added: Resolved time**

```diff
+ 2023-12-21 19:00 UTC
```

**6. Added: Affected components**

```diff
+ API, Creating and editing documents, CRMs & Integrations, Public (recipient) view, Sending documents, Uploading documents, US & Global - API, US & Global - Creating and editing documents, US & Global - CRMs & Integrations, US & Global - Public (recipient) view, US & Global - Sending and opening documents, US & Global - Uploading and downloading documents, US & Global - Web application, US & Global - Webhooks, Web application, Webhooks
```

**7. Added: Update** (investigating) · 2023-12-21 12:58 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) · 2023-12-21 13:05 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** (identified) · 2023-12-21 13:25 UTC

```diff
+ We are continuing to work on a fix for this issue.
```

**10. Added: Update** (identified) · 2023-12-21 14:10 UTC

```diff
+ We are continuing to work on a fix for this issue. We appreciate your patience and will post updates here as soon as possible. Stay tuned!
```

**11. Added: Update** (identified) · 2023-12-21 15:22 UTC

```diff
+ We are continuing to work on a fix for this issue.
```

**12. Added: Update** (monitoring) · 2023-12-21 15:28 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.
```

**13. Added: Update** (monitoring) · 2023-12-21 15:40 UTC

```diff
+ Lower performance can be faced with document delivery and creating documents using CRM & Integrations. Our team continues monitoring the app for any further issues.
```

**14. Added: Update** (identified) · 2023-12-21 16:18 UTC

```diff
+ The performance of the app is decreased. We are currently working on a fix.  We appreciate your patience and will post updates here as soon as possible.
```

**15. Added: Update** (monitoring) · 2023-12-21 17:14 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.
```

**16. Added: Update** (monitoring) · 2023-12-21 18:26 UTC

```diff
+ We are continuing to monitor for any further issues.
```

**17. Added: Update** (resolved) · 2023-12-21 19:00 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 |
| --- | --- | --- |
| 2023-12-21 12:58 UTC | Critical incident: Can't create, view and edit documents (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._


---
Canonical: https://rewindex.com/change/iad38b14f64b6b6 · Markdown: https://rewindex.com/change/iad38b14f64b6b6.md · JSON: https://rewindex.com/api/v1/changes/iad38b14f64b6b6 · Generated 2026-10-18T03:32:21.719Z