# 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, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-02-22 12:17 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/h5f0xrc3rrwd](https://stspg.io/h5f0xrc3rrwd)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)
- Versions: before (none: first archived) → after incident\_version:113/3qx4kdlp5lb7@f83825859055
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ PROD-AU home not loading
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2026-02-22 12:17 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-02-22 14:45 UTC
```

**6. Added: Affected components**

```diff
+ Advance Capabilities - Dynamic View, Core Application - Dashboards, Core Application - Reports, Core Application - Sheets, Dashboards, Dynamic View, Reports, Sheets
```

**7. Added: Update** (investigating) · 2026-02-22 12:17 UTC

```diff
+ 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.
```

**8. Added: Update** (monitoring) · 2026-02-22 12:40 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**9. Added: Update** (resolved) · 2026-02-22 14:45 UTC

```diff
+ This incident has been resolved.
```

**10. Added: Update** (postmortem) · 2026-03-07 01:02 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-02-22 12:17 UTC | Critical incident: PROD-AU home not loading (this change) | outage |

All Smartsheet changes: [timeline](https://rewindex.com/company/smartsheet/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/i5024fe6ec37686 · Markdown: https://rewindex.com/change/i5024fe6ec37686.md · JSON: https://rewindex.com/api/v1/changes/i5024fe6ec37686 · Generated 2026-10-18T02:31:32.862Z