# HeyGen: Major incident: Video Agent GET /v3/video-agents/{session_id} 404s on all new sessions

**Summary:** _summary pending_
- Kind: Major incident · Label: major (vendor)
- Changed: 2026-09-09 19:25 UTC · Detected: 2026-10-19 17:33 UTC
- [Source: https://status.heygen.com/incidents/01M23T30QPMKXVS460S0WHGC7V](https://status.heygen.com/incidents/01M23T30QPMKXVS460S0WHGC7V)
- [Company: HeyGen](https://rewindex.com/company/heygen.md)
- Versions: before (none: first archived) → after incident\_version:712/01M23T30QPMKXVS460S0WHGC7V@dd14ad4afc43
- Change 1 of 1 for this incident

Incident page (full timeline): [Video Agent GET /v3/video-agents/{session\_id} 404s on all new sessions](https://rewindex.com/company/heygen/incidents/01M23T30QPMKXVS460S0WHGC7V.md)
## What changed

**1. Added: Title**

```diff
+ Video Agent GET /v3/video-agents/{session_id} 404s on all new sessions
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-09 19:25 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-09 23:03 UTC
```

**6. Added: Update** (identified) · 2026-09-09 19:25 UTC

```diff
+ Root cause identified. A fix is rolling out shortly. Some users may also see permission errors on new videos in the dashboard — we're confirming whether that's related.
```

**7. Added: Update** (resolved) · 2026-09-09 23:03 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-09 19:25 UTC | Major incident: Video Agent GET /v3/video-agents/{session\_id} 404s on all new sessions (this change) | major |

All HeyGen changes: [timeline](https://rewindex.com/company/heygen/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/idf297a828cb157 · Markdown: https://rewindex.com/change/idf297a828cb157.md · JSON: https://rewindex.com/api/v1/changes/idf297a828cb157 · Generated 2026-10-20T00:00:50.787Z