Pendo Outage History

Pendo Academy became inaccessible across all environments, displaying "unauthorized" errors that were unrelated to user credentials. The service outage lasted 2.9 hours before teams resolved the issue and restored access to all regions.

Pendo experienced a 2.7-hour delay in Agent Analytics data processing that affected customers in the EU region, caused by rate limit errors from a third-party AI provider. The service team implemented a fix that began mitigating the issue, and the incident was fully resolved with continued monitoring to ensure stability.

Pendo experienced a 7.7-hour incident affecting Salesforce integrations, causing authentication errors and disruptions to Salesforce-connected features like the Gong integration for Listen. The engineering team deployed a hotfix to resolve the issue, though some customers needed to manually re-authenticate their Salesforce connections through the Subscription Settings to restore full functionality. The incident was fully resolved after active monitoring confirmed the fix was effective.

Pendo experienced a major outage in the US1 region where guides were not loading for end users, lasting 2.3 hours. The engineering team implemented mitigation changes that partially restored service, then fully restored guide delivery functionality. The incident was resolved after a monitoring period to ensure stability.

Pendo experienced an issue that caused Listen email notifications to become unavailable, prompting the team to temporarily disable this service while working on a fix. All other Pendo email services remained unaffected during the incident. The issue was resolved after approximately 164 hours.

Pendo's Visual Design Studio experienced an issue where opening a guide for editing would intermittently load a previously opened guide instead of the selected one, with the guide picker sometimes appearing unexpectedly. The problem was caused by a bug in a code release and affected the Guide Designer component for 8.9 hours. The issue was resolved by reverting the problematic code, with a workaround available during the incident that allowed users to manually select the correct guide through the guide picker.

Pendo experienced authentication failures affecting users attempting to connect to the MCP server, with connections failing due to an "invalid scope" error. The issue was traced to a code change deployed on April 4th that caused the authentication problems across all regions. The incident was resolved after 2.1 hours by rolling back the problematic code change, restoring normal authentication functionality.

Pendo experienced event processing delays in their US environment that affected a subset of customers for 9.2 hours. Users experienced delays and gaps in their analytics data during this period. The root cause was identified and resolved through collaboration with a vendor partner.

Pendo experienced a 17-minute issue in the US region where users were unable to edit existing segments, with any attempt to add rules to pre-existing segments resulting in errors. The Pendo UI was affected, though users could work around the problem by cloning existing segments or creating new ones. The issue was identified, resolved, and all systems returned to normal operation.

Pendo Listen experienced an issue where users could not send email updates for feedback items or ideas due to no recipients being found, affecting items submitted within the last 30 days. The problem was caused by a technical mismatch between the database and user interface that prevented email information from displaying correctly in the Feedback UI. The issue was resolved after 3.3 hours when a fix was deployed to restore proper email functionality.