Sherweb experienced a major incident on September 17, 2026 affecting General and General and 1 more component, lasting 1h 36m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 17, 2026, 09:39 AM UTC
We are currently investigating an issue impacting Cumulus Portal . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.
- investigating Sep 17, 2026, 10:01 AM UTC
This is an update regarding the ongoing disruption to Cumulus. Impact Level: Investigating You may currently experience issues when managing or updating customer subscriptions and services within Cumulus. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 11:30 EDT.
- monitoring Sep 17, 2026, 10:20 AM UTC
This is an update regarding the ongoing disruption to Cumulus. Impact Level: Recovering You should now be able to manage or update your subscription in Cumulus. Current Progress: Our Team has implemented the fix, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 2026-09-17 11h30 EDT.
- resolved Sep 17, 2026, 11:15 AM UTC
The issue affecting Cumulus has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restored full functionality at 10:15 EDT, and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by the 24th of September. If you are still experiencing service-related issues, please contact our support team for further assistance.