# Smartsheet: PROD-AU home not loading

- Impact (vendor’s label): critical
- Status: postmortem
- Started: 2026-02-22 12:17 UTC · Resolved: 2026-02-22 14:45 UTC · Duration: 2.5 h
- Updates: 4 · Affected components: Core Application - Sheets, Sheets, Core Application - Reports, Reports, Advance Capabilities - Dynamic View, Dynamic View, Core Application - Dashboards, Dashboards
- [Vendor status page: https://stspg.io/h5f0xrc3rrwd](https://stspg.io/h5f0xrc3rrwd)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)

## 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)_
## Timeline of updates

- **investigating** 2026-02-22 12:17 UTC: 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.
- **monitoring** 2026-02-22 12:40 UTC: A fix has been implemented and we are monitoring the results.
- **resolved** 2026-02-22 14:45 UTC: This incident has been resolved.
- **postmortem** 2026-03-07 01:02 UTC: 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

- 2026-02-22 12:17 UTC: [Critical incident: PROD-AU home not loading](https://rewindex.com/change/i5024fe6ec37686.md)


---
Canonical: https://rewindex.com/company/smartsheet/incidents/3qx4kdlp5lb7 · Markdown: https://rewindex.com/company/smartsheet/incidents/3qx4kdlp5lb7.md · JSON: https://rewindex.com/api/v1/companies/smartsheet/incidents/3qx4kdlp5lb7 · Generated 2026-10-18T11:46:08.975Z