# Pendo: Critical incident: Guides using segments are non-operational in Production and Staging Environments

**Summary:** Pendo reported a critical outage affecting guides using segments in Production and Staging Environments, including Visual Design Studio failures and nonfunctional Resource Center Guide Modules. The incident started at 2026-02-05 01:20 UTC and was resolved at 2026-02-05 04:45 UTC; Pendo reported full restoration and no guide content lost. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-02-05 01:20 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/5m1crlw9h9vk](https://stspg.io/5m1crlw9h9vk)
- [Company: Pendo](https://rewindex.com/company/pendo.md)
- Versions: before (none: first archived) → after incident\_version:56/p8clpjx2ym06@f57079ddbbf3
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Guides using segments are non-operational in Production and Staging Environments
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-02-05 01:20 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-02-05 04:45 UTC
```

**6. Added: Affected components**

```diff
+ AU environment (app.au.pendo.io) - Guide Deliverability, AU environment (app.au.pendo.io) - Guide Designer, AU environment (app.au.pendo.io) - Mobile Guides, EU environment (app.eu.pendo.io) - Guide Deliverability, EU environment (app.eu.pendo.io) - Guide Designer, EU environment (app.eu.pendo.io) - Mobile Guides, Guide Deliverability, Guide Designer, JPN environment (app.jpn.pendo.io) - Guide Deliverability, JPN environment (app.jpn.pendo.io) - Guide Designer, JPN environment (app.jpn.pendo.io) - Mobile Analytics, Mobile Analytics, Mobile Guides, US1 environment (us1.app.pendo.io) - Guide Deliverability, US1 environment (us1.app.pendo.io) - Guide Designer, US1 environment (us1.app.pendo.io) - Mobile Guides, US environment (app.pendo.io) - Guide Deliverability, US environment (app.pendo.io) - Guide Designer, US environment (app.pendo.io) - Mobile Guides
```

**7. Added: Update** (investigating) · 2026-02-04 21:48 UTC

```diff
+ Our team is currently investigating an issue impacting guides created in the Visual Design Studio. Some users may be unable to launch existing guides in the UI, and blank steps may appear in the designer.  Guides that are affected will also be unavailable in Production and Staging environments. When launching the Visual Design Studio, the experience may time out or fail entirely, and all guide steps may be missing, with related errors appearing in the browser console.
```

**8. Added: Update** (investigating) · 2026-02-04 23:30 UTC

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

**9. Added: Update** (identified) · 2026-02-04 23:40 UTC

```diff
+ We have identified the issue and are actively testing a fix to both rendering guides in production and staging as well as restore user access to the Visual Design Studio.
```

**10. Added: Update** (identified) · 2026-02-05 00:13 UTC

```diff
+ Our team is currently in the final stages of validating our fix and are hopeful to have resolution shortly.
```

**11. Added: Update** (identified) · 2026-02-05 00:44 UTC

```diff
+ We are continuing to validate our final testing and will have an update as soon as possible.
```

**12. Added: Update** (identified) · 2026-02-05 01:20 UTC

```diff
+ The majority of impacted guides have been restored to their expected state with the Visual Designer Studio loading and functioning.  However, a small subset of guides (about 2%) remains impacted, and guides within Resource Center Guide Modules are still experiencing issues. Our team is actively working on these remaining guides as well as resolving the Resource Center Guide Module issue. We’ll continue to provide updates as progress is made.
```

**13. Added: Update** (identified) · 2026-02-05 01:54 UTC

```diff
+ Guide deliverability and functionality have been fully restored with the exception of Resource Center Guide Modules. All other guides are loading and functioning as expected across environments. We are continuing to work on an issue impacting Resource Center Guide Modules, which remain nonfunctional at this time. Our team is actively addressing this and will provide further updates as progress is made.
```

**14. Added: Update** (identified) · 2026-02-05 02:17 UTC

```diff
+ Guide functionality and deliverability have been restored, with the exception of accessing Resource Center Guide Modules. As part of the restoration process, impacted guides were temporarily moved to a Draft state. Our team is actively working to return these guides to their previous status where applicable. No guide content was lost. We are continuing to work on resolving the Resource Center Guide Module issue and will provide further updates as progress is made.
```

**15. Added: Update** (resolved) · 2026-02-05 04:45 UTC

```diff
+ Guide functionality and deliverability have been fully restored. All guides that were temporarily moved to a Draft state have now been returned to their previous status. We believe Resource Center Guide Modules were not impacted in Production or Staging environments. An issue impacting the ability to edit some guides within RC Guide Modules while in Draft state was identified and is being addressed separately. Some guides may appear to still be in a Draft state due to browser caching. Logging out and back into Pendo will refresh the UI and reflect the correct guide status. This incident is now resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-02-05 01:20 UTC | Critical incident: Guides using segments are non-operational in Production and Staging Environments (this change) | outage |

All Pendo changes: [timeline](https://rewindex.com/company/pendo/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/if5030e814431ae · Markdown: https://rewindex.com/change/if5030e814431ae.md · JSON: https://rewindex.com/api/v1/changes/if5030e814431ae · Generated 2026-10-18T02:29:25.000Z