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PandaDoc: Document can't be created from the templates

Impact: criticalStatus: resolvedStarted Resolved (2.5 h)7 updatesSource: stspg.io (opens in new tab)
Summary

PandaDoc reported a critical outage preventing users from creating documents from templates, starting at 2022-10-28 15:26 UTC and resolved at 2022-10-28 17:55 UTC, lasting 2 h 29 min. The vendor confirmed document creation was restored but did not state a cause or describe the fix.

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

Affected components: Sending and Opening DocumentsSending documentsApplicationWeb application

Timeline of updates

  1. investigating

    We are currently investigating this issue.

  2. investigating

    Thank you for your patience! Our development team continues investigating the issue. Check back here for updates and we will get this back on track as soon as possible.

  3. investigating

    Our development team is looking into the issue at the moment. We do appreciate your patience! Stay tuned.

  4. investigating

    The investigation is being performed on our end. We will keep you posted on any updates received!

  5. identified

    We’ve identified the issue with document creation and are already working on a fix. We appreciate your patience and will post updates here as soon as possible. Stay tuned!

  6. monitoring

    We have resolved the issue and PandaDoc users should now be able to create documents. We're still monitoring the application performance and will post a final “ALL SET” message once we’ve confirmed the issue is fully resolved.

  7. resolved

    We're all set! Users can now create documents. If you continue to experience any issues with this, please reach out to us at support@pandadoc.com.

Rewindex changes for this incident

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