# Help Scout: Docs site not loading

- Impact (vendor’s label): critical
- Status: resolved
- Started: 2025-12-20 21:24 UTC · Resolved: 2025-12-20 22:43 UTC · Duration: 1.3 h
- Updates: 3 · Affected components: Docs Sites
- [Vendor status page: https://stspg.io/dhtjxsz8mr0y](https://stspg.io/dhtjxsz8mr0y)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)

## Summary

Help Scout’s Docs Sites failed to load in a critical outage starting 2025-12-20 21:24 UTC. Sites were loading again by 2025-12-20 21:59 UTC, and the incident was resolved at 2025-12-20 22:43 UTC, lasting 1 h 19 min. _(machine-written, sol)_
## Timeline of updates

- **investigating** 2025-12-20 21:24 UTC: We are currently investigating an issue that is causing Docs sites to not load. We will update here as soon as we have more information to share.
- **monitoring** 2025-12-20 21:59 UTC: Docs sites are back to loading, and our team is monitoring things at this time. We will update again when we're sure things are all resolved.
- **resolved** 2025-12-20 22:43 UTC: Docs is back to fully operational.

## Rewindex changes for this incident

- 2025-12-20 21:24 UTC: [Critical incident: Docs site not loading](https://rewindex.com/change/i517c5f79f693bb.md)


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Canonical: https://rewindex.com/company/help-scout/incidents/r2z2gpgc96r9 · Markdown: https://rewindex.com/company/help-scout/incidents/r2z2gpgc96r9.md · JSON: https://rewindex.com/api/v1/companies/help-scout/incidents/r2z2gpgc96r9 · Generated 2026-10-18T11:35:57.920Z