Sherweb experienced a major incident on May 13, 2026 affecting C2 ITSM and Sherweb Hosted Services and 1 more component, lasting 14d 11h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 13, 2026, 09:53 AM UTC
We are currently investigating an issue impacting C2 - Production 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.
- monitoring May 13, 2026, 10:11 AM UTC
This is an update regarding the ongoing disruption to our C2 services . Impact Level: Recovering You should now be able to connect to our C2 services and utilize them. 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 11:15 AM ET .
- resolved May 13, 2026, 11:15 AM UTC
The issue affecting C2 has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restarted our C2 services after implementing a fix at 10:07 AM 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 with you by May 20th. If you are still experiencing service-related issues, please contact our support team for further assistance.
- resolved May 27, 2026, 09:47 PM UTC
Below is the post-incident report for the service disruption on May 13th, including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: May 13th 2026 Duration of Outage: Total Duration: 45minutes – 9:30am – 10:15am EST Maximum Impact Level: Major Outage Services Impacted: C2 Client Impact: During this period, users were unable to access the C2 ITSM platform or experienced the application being stuck in a loading state R oot Cause Summary: A pl atform update on the MailEngine failed to apply successfully Technical Root Cause The disruption was triggered by a platform update on the MailEngine services. This resulted in users unable to access C2 and some users were experiencing an infinite loading loop. Resolution Timeline All times are in EST. 9:30 AM – Incident detected by our monitoring systems 10:00 AM – Engineering team isolated the affected server 10:08 AM – A rollback was deployed, restoring full functionality Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: Strengthening service monitoring to proactively support tool reliability If you are still experiencing service-related issues, please contact our support team for further assistance.