# Help Scout: Connection Issues

- Impact (vendor’s label): critical
- Status: resolved
- Started: 2018-07-31 17:51 UTC · Resolved: 2018-07-31 18:07 UTC · Duration: 16 min
- Updates: 1
- [Vendor status page: https://status.helpscout.com/incidents/f29lsknxcyl7](https://status.helpscout.com/incidents/f29lsknxcyl7)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)

## Timeline of updates

- **resolved** 2018-07-31 18:07 UTC: Web-app performance is back to normal, and all services are stable at the moment. Folder counts, workflows, and search are still catching-up, but should be good to go in a few minutes. What happened? As far as we can tell, there was an upstream issue with our hosting provider that caused a database failover and restart. We don’t understand why it happened and are working with our hosting provider to understand the root cause, but none of our systems showed any abnormal behavior. Sorry for the trouble today.

_From the vendor’s published history: only the final update text is available for incidents before Rewindex began polling this page._


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Canonical: https://rewindex.com/company/help-scout/incidents/f29lsknxcyl7 · Markdown: https://rewindex.com/company/help-scout/incidents/f29lsknxcyl7.md · JSON: https://rewindex.com/api/v1/companies/help-scout/incidents/f29lsknxcyl7 · Generated 2026-10-18T11:31:13.243Z