# Pendo: Pendo application and CNAME guide delivery outage in EU region

- Impact (vendor’s label): major
- Status: resolved
- Started: 2025-05-07 13:28 UTC · Resolved: 2025-05-07 16:33 UTC · Duration: 3.1 h
- Updates: 2 · Affected components: Pendo UI, Guide Deliverability, Guides - Guide Deliverability
- [Vendor status page: https://stspg.io/42zbp5s636qv](https://stspg.io/42zbp5s636qv)
- [Company: Pendo](https://rewindex.com/company/pendo.md)

## Summary

Pendo reported a major EU application and CNAME guide delivery outage, starting 2025-05-07 13:28 UTC and resolved 2025-05-07 16:33 UTC; recorded duration was 3 h 4 min. Pendo attributed application crashes affecting all EU customers to an update; application service returned by 13:00 UTC, CNAME guides were unavailable for approximately 30 minutes, and data collection was unaffected. _(machine-written, sol)_
## Timeline of updates

- **monitoring** 2025-05-07 13:28 UTC: At 12:02 UTC (14:02 CET / 8:02 ET), Pendo released an update to our EU region that caused the app to crash for all customers in that region. Around 12:30 UTC, our application crashed for users in the EU region and service was restored by 13:00 UTC.  There was no impact to data collection. However, for our customers using our CNAME product in the EU region, there was a guides outage for approximately 30 minutes. Those services have been restored as of 13:00 UTC and we are currently monitoring behavior.
- **resolved** 2025-05-07 16:33 UTC: This incident has been resolved.

## Rewindex changes for this incident

- 2025-05-07 13:28 UTC: [Major incident: Pendo application and CNAME guide delivery outage in EU region](https://rewindex.com/change/i0459773eec3acd.md)


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Canonical: https://rewindex.com/company/pendo/incidents/2qm1vbwynndf · Markdown: https://rewindex.com/company/pendo/incidents/2qm1vbwynndf.md · JSON: https://rewindex.com/api/v1/companies/pendo/incidents/2qm1vbwynndf · Generated 2026-10-18T11:29:15.093Z