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Incident detail

HTML not rendering on notebooks and apps for some users

Resolved incidentMinor1 affected service

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Timeline

Incident updates

Updates are normalized from the official source chronology so timeline changes remain easy to scan.

  1. Investigating

    We are currently investigating this issue.

  2. Identified

    We have identified the root cause upstream of Hex with some VPN and web firewall providers. We are working on a resolution with these providers. In the meantime, we recommend users disconnect from their VPN and/or disable firewalls when accessing Hex if possible.

  3. Monitoring

    We have identified the root cause upstream of Hex with some VPN and web firewall providers. We have been working with these providers on a resolution and are monitoring results.

    We expect some users will now be able to use their VPN and/or firewall with no impact to any Hex projects, but you may need need to restart your browser before accessing the impacted projects. If you are continuing to experience issues with projects containing HTML, please reach out to support@hex.tech with detail on the VPN and/or firewall provider you are using.

  4. Monitoring

    As noted yesterday, we have identified the root cause upstream of Hex with some VPN and web firewall providers. We have been working with these providers on a resolution and are continuing to monitor results.

    Depending on your VPN and/or firewall provider, issues with HTML outputs may be fully resolved for your organization, but you may need need to restart your browser. If you are continuing to experience issues with projects containing HTML, please reach out to support@hex.tech with detail on the VPN and/or firewall provider you are using.

  5. Monitoring

    We have been working with VPN and firewall providers to fully resolve this issue for all Hex users. While most users are no longer experiencing issues, please reach out to support@hex.tech with detail on your VPN and/or firewall provider if you believe you may still be impacted. We anticipate all impacts will be fully resolved within the next week.

  6. Resolved

    This incident has been resolved.