Guides using segments are non-operational in Production and Staging Environments

Update timeline

1. investigating Feb 04, 2026, 09:48 PM UTC

   Our team is currently investigating an issue impacting guides created in the Visual Design Studio. Some users may be unable to launch existing guides in the UI, and blank steps may appear in the designer. Guides that are affected will also be unavailable in Production and Staging environments. When launching the Visual Design Studio, the experience may time out or fail entirely, and all guide steps may be missing, with related errors appearing in the browser console.

2. investigating Feb 04, 2026, 11:30 PM UTC

   We are continuing to investigate this issue.

3. identified Feb 04, 2026, 11:40 PM UTC

   We have identified the issue and are actively testing a fix to both rendering guides in production and staging as well as restore user access to the Visual Design Studio.

4. identified Feb 05, 2026, 12:13 AM UTC

   Our team is currently in the final stages of validating our fix and are hopeful to have resolution shortly.

5. identified Feb 05, 2026, 12:44 AM UTC

   We are continuing to validate our final testing and will have an update as soon as possible.

6. identified Feb 05, 2026, 01:20 AM UTC

   The majority of impacted guides have been restored to their expected state with the Visual Designer Studio loading and functioning. However, a small subset of guides (about 2%) remains impacted, and guides within Resource Center Guide Modules are still experiencing issues. Our team is actively working on these remaining guides as well as resolving the Resource Center Guide Module issue. We’ll continue to provide updates as progress is made.

7. identified Feb 05, 2026, 01:54 AM UTC

   Guide deliverability and functionality have been fully restored with the exception of Resource Center Guide Modules. All other guides are loading and functioning as expected across environments. We are continuing to work on an issue impacting Resource Center Guide Modules, which remain nonfunctional at this time. Our team is actively addressing this and will provide further updates as progress is made.

8. identified Feb 05, 2026, 02:17 AM UTC

   Guide functionality and deliverability have been restored, with the exception of accessing Resource Center Guide Modules. As part of the restoration process, impacted guides were temporarily moved to a Draft state. Our team is actively working to return these guides to their previous status where applicable. No guide content was lost. We are continuing to work on resolving the Resource Center Guide Module issue and will provide further updates as progress is made.

9. resolved Feb 05, 2026, 04:45 AM UTC

   Guide functionality and deliverability have been fully restored. All guides that were temporarily moved to a Draft state have now been returned to their previous status. We believe Resource Center Guide Modules were not impacted in Production or Staging environments. An issue impacting the ability to edit some guides within RC Guide Modules while in Draft state was identified and is being addressed separately. Some guides may appear to still be in a Draft state due to browser caching. Logging out and back into Pendo will refresh the UI and reflect the correct guide status. This incident is now resolved.