We have confirmed that the application is operational and accessible from multiple locations. AWS still has their incident open but we believe they fixed the root cause. We are going to close the incident for now but our team will be on the look out and will jump in if needed. We sincerely apologize for the inconvenience and problems it may have caused. It was the worst possible timing for our customers. We’ll send a detailed update after postmortem.
Posted Aug 31, 2021 - 16:08 PDT
Update
We are seeing that application has started working for some of our customers. The incident is still ongoing and we are in contact with AWS to confirm when it is resolved. The team is still working on mitigating all potential issues. We’ll keep you updated here.
Posted Aug 31, 2021 - 15:22 PDT
Update
The incident is ongoing while AWS is still having issues on their side. Until they are resolved, PandaDoc might be unavailable. We are awaiting some progress on Amazon side and also are looking for alternative ways to return our services back to operational.
Posted Aug 31, 2021 - 14:03 PDT
Monitoring
Our engineers have deployed a fix. PandaDoc users should now be able to open documents and send them. We are monitoring it now though. But we are still working on the fix for downloading documents. Thanks for your patience, and please be on the lookout for updates!
Posted Aug 31, 2021 - 12:52 PDT
Update
Our development team has identified the cause and narrowed down issues to AWS ELB and connectivity issues. We are currently working with AWS support to resolve it as AWS is having issues with load balancing and it is affecting our application https://status.aws.amazon.com/.
Posted Aug 31, 2021 - 12:40 PDT
Update
Our development team is taking all the efforts to resolve the incident within the shortest time possible. We do appreciate your patience and understanding while we are working on the fix. We should be back to normal asap, and we will post the updates here. Please stay tuned!
Posted Aug 31, 2021 - 12:10 PDT
Identified
Our development team is putting all efforts into providing a fix as soon as possible. We’ll post the next update once the fix is implemented. We are still investigating the issue and will provide an update asap. The users can not open as well as download documents
Posted Aug 31, 2021 - 11:34 PDT
Investigating
Our partner Imperva is currently investigating a potential issue in the Dallas, Texas data center. The users in that area are affected. Further updates to follow here https://status.imperva.com/
Posted Aug 31, 2021 - 10:19 PDT
This incident affected: US & Global (Sending documents, Uploading documents, Web application, Website).