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Help Scout: Connections Issues
Help Scout reported a major connection incident affecting Beacon, Docs Sites and Web App, with slow page loads and timeouts reported in the web app. It started at 2025-12-11 12:06 UTC, lasted 59 min, and was resolved at 2025-12-11 13:06 UTC; performance was stable, but the identified root cause was not disclosed.
Machine-written from the archived incident (Sol). Check the timeline before relying on it.
Affected components: Docs SitesWeb AppBeacon
Timeline of updates
- investigating
We're currently investigating reports of slow page loads and timeouts when trying to access the web app. We’ll share an update as soon as we have more information.
- identified
The team has identified the root cause, and we're working on a fix, but it may take a bit longer before we can bring all services back online. We'll post an update when we've got more news to share.
- resolved
Our team has resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this!
Rewindex changes for this incident
- Major incident: Connections Issues 2025-12-11 12:06 UTC
Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Help Scout profile · Recent Help Scout incidents · Markdown · JSON