# FullStory: Major incident: Slow or failure to load Fullstory

**Summary:** FullStory reported a major degradation causing slow loading or failure to load, affecting its web application and web/native mobile data capture. The incident started at 2025-03-18 20:29 UTC and was resolved at 2025-03-19 00:09 UTC, lasting 3 h 39 min. FullStory rolled back recent changes and implemented a fix; the underlying cause remained under investigation. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2025-03-18 20:29 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/41fmh6w6v8zx](https://stspg.io/41fmh6w6v8zx)
- [Company: FullStory](https://rewindex.com/company/fullstory.md)
- Versions: before (none: first archived) → after incident\_version:51/jg9t12yrk4nj@0d303f905a73
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Slow or failure to load Fullstory
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-03-18 20:29 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-03-19 00:09 UTC
```

**6. Added: Affected components**

```diff
+ Data Capture - Native Mobile, Data Capture - Native Mobile Capture, Data Capture - Web, Data Capture - Web Capture, Fullstory Web Application
```

**7. Added: Update** (investigating) · 2025-03-18 20:29 UTC

```diff
+ At 4:19pm ET, we noticed users experiencing slow loading or failure to load Fullstory. We are rolling back recent changes and continuing to investigate and fully resolve this issue.
```

**8. Added: Update** (investigating) · 2025-03-18 21:13 UTC

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

**9. Added: Update** (monitoring) · 2025-03-18 22:09 UTC

```diff
+ At 4:11 PM EDT, we detected an issue that resulted in degraded performance on Fullstory. The service has been restored, and we are actively investigating the root cause. We will provide further updates as our investigation progresses. If you encounter any additional issues or have questions, please contact support@fullstory.com.
```

**10. Added: Update** (resolved) · 2025-03-19 00:09 UTC

```diff
+ We have implemented a fix that has resolved the issue and our team is still actively investigating the underlying cause to prevent future occurrences. Please reach out to support@fullstory.com if you experience any further issues.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-03-18 20:29 UTC | Major incident: Slow or failure to load Fullstory (this change) | degradation |

All FullStory changes: [timeline](https://rewindex.com/company/fullstory/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/ib8b1ddfa8ba96a · Markdown: https://rewindex.com/change/ib8b1ddfa8ba96a.md · JSON: https://rewindex.com/api/v1/changes/ib8b1ddfa8ba96a · Generated 2026-10-18T01:30:09.867Z