Outage in Help Scout
Beacon and Collision Detection Problem
Resolved MinorIncident Report
Our team is currently investigating an issue that has impacted Beacon and Collision Detection. For now, Beacon's Live Chat is not able to send messages and users in the web app are not able to see when others are responding to or viewing a conversation, Docs presence detection is also impacted by this problem. We will post an update here just as soon as we have more information to share.
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Latest Updates ( sorted recent to last )
RESOLVED
about 1 year ago - at 04/17/2025 12:08AM
Thanks for your patience folks! This issue has been resolved and all areas of the app should be up and running again.
IDENTIFIED
about 1 year ago - at 04/16/2025 10:46PM
Due to a problem with a third-party service, Beacon Live Chat and Contact form, Docs presence detection as well as Collision Detection continue to have degraded performance or a partial outage. We expect these services to be back up and running again at 8PM EST/12AM UTC. We will post an update here as soon as we have more information to share.
INVESTIGATING
about 1 year ago - at 04/16/2025 10:26PM
We are continuing to investigate this issue.
INVESTIGATING
about 1 year ago - at 04/16/2025 10:25PM
Our team is currently investigating an issue that has impacted Beacon and Collision Detection. For now, Beacon's Live Chat is not able to send messages and users in the web app are not able to see when others are responding to or viewing a conversation, Docs presence detection is also impacted by this problem. We will post an update here just as soon as we have more information to share.
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