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Smartsheet: PROD-AU home not loading

Impact: criticalStatus: postmortemStarted Resolved (2.5 h)4 updatesSource: stspg.io (opens in new tab)
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 archived incident (Sol). Check the timeline before relying on it.

Affected components: Core Application - SheetsSheetsCore Application - ReportsReportsAdvance Capabilities - Dynamic ViewDynamic ViewCore Application - DashboardsDashboards

Timeline of updates

  1. investigating

    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.

  2. monitoring

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

  3. resolved

    This incident has been resolved.

  4. postmortem

    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.

Rewindex changes for this incident

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Smartsheet profile · Recent Smartsheet incidents · Markdown · JSON