Outage in Help Scout

Beacon and Collision Detection Problem

Resolved Minor
April 17, 2025 - Started 6 months ago - Lasted about 2 hours
Official incident page

Incident 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.
Components affected
Help Scout Docs Sites Help Scout Beacon Help Scout Web App
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Latest Updates ( sorted recent to last )
RESOLVED 6 months 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 6 months 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 6 months ago - at 04/16/2025 10:26PM

We are continuing to investigate this issue.

INVESTIGATING 6 months 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.

Latest Help Scout outages

Web App Performance Issues - 10 days ago
Degraded Performance & Slow Loading Issues - 30 days ago
Delays to Conversation Updates - about 1 month ago
Degraded Performance & Slow Loading Issues - about 1 month ago
Delays in Updating Views - about 1 month ago

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