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Pendo: Investigating Issues with Guides and Resource Center

Impact: majorStatus: resolvedStarted Resolved (3 d)10 updatesSource: stspg.io (opens in new tab)
Summary

A major incident affected Guide statuses and access/editing of Resource Center Guide Modules across AU, EU, JPN, US1 and US environments. It ran from 2026-02-05 12:21 UTC to 2026-02-08 14:57 UTC (3 days 2 h); Pendo rolled out a fix and confirmed resolution after monitoring and reviewing guide statuses.

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

Affected components: JPN environment (app.jpn.pendo.io) - Pendo UIPendo UIPendo UIUS environment (app.pendo.io) - Pendo UIPendo UIUS1 environment (us1.app.pendo.io) - Pendo UIResource CenterUS1 environment (us1.app.pendo.io) - Resource CenterEU environment (app.eu.pendo.io) - Pendo UIPendo UIAU environment (app.au.pendo.io) - Resource CenterResource CenterAU environment (app.au.pendo.io) - Pendo UIPendo UIEU environment (app.eu.pendo.io) - Resource CenterResource CenterJPN environment (app.jpn.pendo.io) - Resource CenterResource CenterResource CenterUS environment (app.pendo.io) - Resource Center

Timeline of updates

  1. investigating

    We are investigating a potential issue affecting Guides and the Resource Center. Some users may notice unexpected behavior with Guide statuses (Draft, Staging, Production) and may be unable to view or edit the Resource Center modules. We are working to understand the scope and impact and will share updates as we learn more.

  2. investigating

    We are continuing to investigate this issue.

  3. investigating

    Our teams are in deep-dive mode and still investigating.

  4. investigating

    We are continuing to investigate this issue.

  5. investigating

    Our investigation into the root cause of this issue is ongoing.

  6. investigating

    Our team is still actively investigating and is drawing closer to remediation.

  7. investigating

    We are continuing to work through resolving and remediating this issue.

  8. investigating

    Our investigation is still ongoing.

  9. monitoring

    We have rolled out a fix for an issue impacting Resource Center Guide Modules where guide module changes could not be accessed via the VDS or edited. As part of this fix, we did not automatically apply Resource Center state changes made after February 4 at 4:00 PM, to avoid making assumptions about intended configurations. Customers who updated Resource Center states after this time will need to re-publish their Resource Center from Draft to Production to ensure their desired configuration is reflected. We will continue to monitor the situation. Additionally, as an extra precaution our team will be conducting a full review of guide statuses to ensure all guides reflect their intended state and content. We do not expect further impact, but will provide updates if anything unexpected is identified. We will continue to monitor closely and provide updates if needed.

  10. resolved

    After monitoring guide and resource center behavior and conducting a review of all guide statuses, we consider this issue fully resolved.

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). Pendo profile · Recent Pendo incidents · Markdown · JSON