# Heap: Critical incident: Session Replays Not Loading

**Summary:** Heap’s Session Replay experienced a critical outage preventing replays from loading, starting at 2025-07-18 17:11 UTC and lasting 1 h 59 min until resolution at 2025-07-18 19:10 UTC. Heap deployed a fix at 18:58 UTC and confirmed all session replays were loading and functioning as expected. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-07-18 17:11 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/676msj7xtm1b](https://stspg.io/676msj7xtm1b)
- [Company: Heap](https://rewindex.com/company/heap.md)
- Versions: before (none: first archived) → after incident\_version:52/05315nc17yq4@ecd5f2aaeaa7
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Session Replays Not Loading
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-07-18 17:11 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-07-18 19:10 UTC
```

**6. Added: Affected components**

```diff
+ Session Replay
```

**7. Added: Update** (investigating) · 2025-07-18 17:11 UTC

```diff
+ We've identified an issue preventing session replays from loading correctly and are actively investigating the cause. Our team is working to resolve this as quickly as possible. We appreciate your patience.
```

**8. Added: Update** (identified) · 2025-07-18 17:28 UTC

```diff
+ Update: Fix for Session Replays Underway We've identified the root cause of the session replay loading issues and our team is actively implementing a fix. We're working quickly to restore full functionality. We'll provide another update once the fix is deployed and replays are loading as expected.
```

**9. Added: Update** (monitoring) · 2025-07-18 18:58 UTC

```diff
+ The fix for the session replay loading issues has been deployed. We are now actively monitoring the system to confirm full resolution and stable performance. We expect to confirm full restoration shortly.
```

**10. Added: Update** (resolved) · 2025-07-18 19:10 UTC

```diff
+ Resolved: Session Replays Fully Restored We're happy to report that the issues preventing session replays from loading have been fully resolved. Our monitoring confirms that all session replays are now loading and functioning as expected. Thank you for your patience and understanding while we worked to resolve this.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-07-18 17:11 UTC | Critical incident: Session Replays Not Loading (this change) | outage |

All Heap changes: [timeline](https://rewindex.com/company/heap/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/if4d753d82986ef · Markdown: https://rewindex.com/change/if4d753d82986ef.md · JSON: https://rewindex.com/api/v1/changes/if4d753d82986ef · Generated 2026-10-18T02:28:04.717Z