# Help Scout: Connections Issues

- Impact (vendor’s label): major
- Status: resolved
- Started: 2025-12-11 12:06 UTC · Resolved: 2025-12-11 13:06 UTC · Duration: 1.0 h
- Updates: 3 · Affected components: Docs Sites, Web App, Beacon
- [Vendor status page: https://stspg.io/d0yt7y2p59cg](https://stspg.io/d0yt7y2p59cg)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)

## Summary

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, sol)_
## Timeline of updates

- **investigating** 2025-12-11 12:06 UTC: 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** 2025-12-11 12:43 UTC: 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** 2025-12-11 13:06 UTC: 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

- 2025-12-11 12:06 UTC: [Major incident: Connections Issues](https://rewindex.com/change/i064a19f8d2102c.md)


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Canonical: https://rewindex.com/company/help-scout/incidents/kmd031b5fm16 · Markdown: https://rewindex.com/company/help-scout/incidents/kmd031b5fm16.md · JSON: https://rewindex.com/api/v1/companies/help-scout/incidents/kmd031b5fm16 · Generated 2026-10-18T12:21:48.201Z