# Hex: Critical incident: Some users are having issues accessing Hex or loading projects

**Summary:** Some users could not access Hex or load projects during a critical Main site incident that started at 2025-09-25 18:05 UTC and lasted 32 min, resolving at 2025-09-25 18:37 UTC. Hex reported implementing a fix at 18:27 UTC; no cause was stated. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-09-25 18:05 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/h6my9zc445nj](https://stspg.io/h6my9zc445nj)
- [Company: Hex](https://rewindex.com/company/hex.md)
- Versions: before (none: first archived) → after incident\_version:67/zcrhxj3fqg72@012259bb11fe
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Some users are having issues accessing Hex or loading projects
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-09-25 18:05 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-09-25 18:37 UTC
```

**6. Added: Affected components**

```diff
+ Main site
```

**7. Added: Update** (investigating) · 2025-09-25 18:05 UTC

```diff
+ We are currently investigating this issue.
```

**8. Added: Update** (investigating) · 2025-09-25 18:18 UTC

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

**9. Added: Update** (monitoring) · 2025-09-25 18:27 UTC

```diff
+ A fix has been implemented and systems are now operation, we will continue to monitor.
```

**10. Added: Update** (resolved) · 2025-09-25 18:37 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-09-25 18:05 UTC | Critical incident: Some users are having issues accessing Hex or loading projects (this change) | outage |

All Hex changes: [timeline](https://rewindex.com/company/hex/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/iadf141dc8e49e0 · Markdown: https://rewindex.com/change/iadf141dc8e49e0.md · JSON: https://rewindex.com/api/v1/changes/iadf141dc8e49e0 · Generated 2026-10-18T02:29:34.496Z