# PandaDoc: Critical incident: Unable to work on the documents

**Summary:** PandaDoc reported a critical outage preventing users from working with documents, affecting the application and document sending/opening. It started at 2023-02-08 11:46 UTC and was resolved at 2023-02-08 12:49 UTC, lasting 1 h 2 min. The vendor reported document access restored at 12:33 UTC and monitored performance before closing the incident. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2023-02-08 11:46 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/z69mj5h8fpmp](https://stspg.io/z69mj5h8fpmp)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/wknzr3w8xpgc@fe40126260f6
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Unable to work on the documents
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2023-02-08 11:46 UTC
```

**5. Added: Resolved time**

```diff
+ 2023-02-08 12:49 UTC
```

**6. Added: Affected components**

```diff
+ Application, Sending and Opening Documents, Sending documents, Web application
```

**7. Added: Update** (investigating) · 2023-02-08 11:46 UTC

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

**8. Added: Update** (investigating) · 2023-02-08 12:12 UTC

```diff
+ Thank you for your patience! Our development team is already hard at work solving this issue and determining next steps. Check back here for updates and we will get this back on track as soon as possible.
```

**9. Added: Update** (monitoring) · 2023-02-08 12:33 UTC

```diff
+ We have resolved the issue and PandaDoc users should now be able to work with the documents.  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) · 2023-02-08 12:49 UTC

```diff
+ We're all set! If you continue to experience any issues with the platform, please reach out to us at support@pandadoc.com.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2023-02-08 11:46 UTC | Critical incident: Unable to work on the 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/icf45d280a98886 · Markdown: https://rewindex.com/change/icf45d280a98886.md · JSON: https://rewindex.com/api/v1/changes/icf45d280a98886 · Generated 2026-10-18T02:31:27.116Z