Changes / Smartsheet / PROD-AU home not loading
Smartsheet: Critical incident: PROD-AU home not loading
Summary
Smartsheet’s critical PROD-AU outage made the Australia-region web app inaccessible after login, from 2026-02-22 12:17 UTC to 2026-02-22 14:45 UTC (2 h 27 min). The postmortem attributed it to an incorrect session-cookie validation configuration deployed to address performance; mitigation used a feature flag to reroute traffic.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
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After: PROD-AU home not loading
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After: critical
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After: postmortem
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After: 2026-02-22 12:17 UTC
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After: 2026-02-22 14:45 UTC
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After: Advance Capabilities - Dynamic View, Core Application - Dashboards, Core Application - Reports, Core Application - Sheets, Dashboards, Dynamic View, Reports, Sheets
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After: We are investigating the home page error message "Something went wrong". Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
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After: A fix has been implemented and we are monitoring the results.
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After: This incident has been resolved.
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After: Approximately on 3:15AM Pacific Standard Time February 22nd, 2026 in our Australia region, a deployment was performed to resolve a performance issue. However, a configuration required to validate session cookies was incorrectly specified, which caused the web app to become inaccessible after successful login. The issue was mitigated within 80 minutes by toggling a feature flag to reroute traffic back to a stable service and full functionality was restored by 4:35AM Pacific Standard Time February 22nd, 2026.
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History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Critical incident: PROD-AU home not loading (this change) Smartsheet’s critical PROD-AU outage made the Australia-region web app inaccessible after login, from 2026-02-22 12:17 UTC to 2026-02-22 14:45 UTC (2 h 27 min). The postmortem attributed it to an incorrect session-cookie validation configuration deployed to address performance; mitigation used a feature flag to reroute traffic. | Major incident |
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