# SurveyMonkey: Major incident: Respondents cannot progress past a matrix question where 'Number of rows respondents must answer:' is set to 'All'

**Summary:** SurveyMonkey reported a major outage on some surveys: respondents could not progress past matrix questions with 'Number of rows respondents must answer:' set to 'All'. The incident started at 2026-01-12 23:47 UTC and lasted 40 min, resolving at 2026-01-13 00:27 UTC; a fix was implemented at 2026-01-13 00:19 UTC. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-01-12 23:47 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/gm23bc9sp5rk](https://stspg.io/gm23bc9sp5rk)
- [Company: SurveyMonkey](https://rewindex.com/company/surveymonkey.md)
- Versions: before (none: first archived) → after incident\_version:262/p469p7pch49n@a3ef89dbf06f
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Respondents cannot progress past a matrix question where 'Number of rows respondents must answer:' is set to 'All'
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-01-12 23:47 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-01-13 00:27 UTC
```

**6. Added: Affected components**

```diff
+ SurveyMonkey
```

**7. Added: Update** (investigating) · 2026-01-12 23:47 UTC

```diff
+ On some surveys, respondents cannot progress past a matrix question where 'Number of rows respondents must answer:' is set to 'All'. We're investigating this issue.
```

**8. Added: Update** (monitoring) · 2026-01-13 00:19 UTC

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

**9. Added: Update** (resolved) · 2026-01-13 00:27 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-01-12 23:47 UTC | Major incident: Respondents cannot progress past a matrix question where 'Number of rows respondents must answer:' is set to 'All' (this change) | outage |

All SurveyMonkey changes: [timeline](https://rewindex.com/company/surveymonkey/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/i5a097980915870 · Markdown: https://rewindex.com/change/i5a097980915870.md · JSON: https://rewindex.com/api/v1/changes/i5a097980915870 · Generated 2026-10-18T02:29:23.248Z