PandaDoc: Can't create, view and edit documents

Impact: criticalStatus: resolvedStarted 2023-12-21 12:58 UTCResolved 2023-12-21 19:00 UTC (6.0 h)11 updatesSource: stspg.io

Summary

PandaDoc reported a critical outage preventing document creation, viewing and editing, with API, integrations and other US & Global components affected. It started at 2023-12-21 12:58 UTC and was resolved at 2023-12-21 19:00 UTC, lasting 6 h 1 min; PandaDoc reported normal application use restored during monitoring but disclosed no cause or specific fix.

Machine-written from the archived incident (Sol). Check the timeline before relying on it.

Affected components: Public (recipient) viewUS & Global - Public (recipient) viewCRMs & IntegrationsUS & Global - CRMs & IntegrationsAPIUS & Global - APIUploading documentsUS & Global - Uploading and downloading documentsSending documentsUS & Global - Sending and opening documentsUS & Global - WebhooksWebhooksUS & Global - Web applicationWeb applicationCreating and editing documentsUS & Global - Creating and editing documents

Timeline of updates

investigating2023-12-21 12:58 UTC
We are actively investigating the ongoing issue. Please check back here for updates, and we appreciate your patience while we get this resolved.
identified2023-12-21 13:05 UTC
We’ve identified the issue and are already working on a fix. We appreciate your patience and will post updates here as soon as possible. Stay tuned!
identified2023-12-21 13:25 UTC
We are continuing to work on a fix for this issue.
identified2023-12-21 14:10 UTC
We are continuing to work on a fix for this issue. We appreciate your patience and will post updates here as soon as possible. Stay tuned!
identified2023-12-21 15:22 UTC
We are continuing to work on a fix for this issue.
monitoring2023-12-21 15:28 UTC
We have resolved the issue and PandaDoc users should now be able to use the application normally. We're still monitoring the application performance and will post a final “ALL SET” message once we’ve confirmed the issue is fully resolved.
monitoring2023-12-21 15:40 UTC
Lower performance can be faced with document delivery and creating documents using CRM & Integrations. Our team continues monitoring the app for any further issues.
identified2023-12-21 16:18 UTC
The performance of the app is decreased. We are currently working on a fix. We appreciate your patience and will post updates here as soon as possible.
monitoring2023-12-21 17:14 UTC
We have resolved the issue and PandaDoc users should now be able to use the application normally. We're still monitoring the application performance and will post a final “ALL SET” message once we’ve confirmed the issue is fully resolved.
monitoring2023-12-21 18:26 UTC
We are continuing to monitor for any further issues.
resolved2023-12-21 19:00 UTC
We're all set! PandaDoc is working properly and the incident has been fully resolved. If you continue to experience any issues with this, please reach out to us at support@pandadoc.com.

Rewindex changes for this incident

Critical incident: Can't create, view and edit documents 2023-12-21 12:58 UTC

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). PandaDoc profile · Recent PandaDoc incidents · Markdown · JSON