Sherweb experienced a major incident on May 6, 2026 affecting General and Sherweb Hosted Services and 1 more component, lasting 3h 36m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 06, 2026, 03:12 AM UTC
We are currently investigating an issue impacting our FortiSase client. Impact Customers may experience delay in getting responses from our support team Current status Our teams are currently investigating. Next update by 4:15 AM EST.
- investigating May 06, 2026, 04:01 AM UTC
An issue affecting [FortiSase] services has been identified as of [3:15am ET] . Previous updates We previously reported delay in getting responses from our support team What’s new Our internal team is still investigating the issue with the engineering team Next update by [5:15 AM ET].
- investigating May 06, 2026, 04:55 AM UTC
An issue affecting [FortiSase] services has been identified as of [3:15am ET] . Previous updates We previously reported delay in getting responses from our support team What’s new Delay in getting responses from our support team is still expected, Our internal team is still investigating the issue with the engineering team. Next update by [7:15 AM ET].
- identified May 06, 2026, 06:03 AM UTC
This is an update regarding the ongoing disruption to [FortiSase]. Impact Level: [Performance Degraded] You may currently be experiencing delay in getting responses from our support team Current Progress: Our team is actively implementing a fix to address the issue and restore full service. We are closely monitoring the changes as they are applied. Next Update: We will continue to monitor the fix implemented and will provide our next update by [7:15 am ET].
- resolved May 06, 2026, 06:48 AM UTC
The issue affecting [FortiSase] has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully [reverted to previous configuration] at [6:35AM ET], 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.