Sherweb experienced a major incident on May 20, 2026 affecting API and MFA: SMS and 1 more component, lasting 8d 21h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 20, 2026, 01:50 PM UTC
We are currently investigating an issue impacting [Service/ Product Name]. 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.
- identified May 20, 2026, 02:11 PM UTC
This is an update regarding the ongoing disruption to Cumulus portal Impact Level: [Major Outage] You may currently be experiencing the Inability to access the Cumulus receiving the following error "Something went wrong, We could not process your request. Please try clearing your browser's cookies and cache or contact us for help" 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 15:15 ET
- resolved May 20, 2026, 02:51 PM UTC
The issue affecting Cumulus Portal has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully applied a patch at 14:45 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 27st. If you are still experiencing service-related issues, please contact our support team for further assistance.
- resolved May 29, 2026, 10:56 AM UTC
Below is the post-incident report for the service disruption on May 20th, including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: 2026-05-20 Duration of Outage: Total Duration: 65minutes – 13:35 – 14:50 EST Maximum Impact Level: Major Outage Services Impacted: Cumulus portal Client Impact: users were experiencing inability to access the Cumulus portal and receiving the following error "Something went wrong, we could not process your request. Please try clearing your browser's cookies and cache or contact us for help" Summary: Service disruption encountered during a planned platform migration. Technical Root Cause Following a scheduled migration activity, a service disruption occurred due to storage capacity limits being reached within part of the underlying infrastructure. An unexpected configuration issue led to accelerated disk usage, resulting in resource saturation and system instability. This situation impacted the availability and performance of certain services until remediation measures were implemented. Resolution Timeline All times are in EST 13:55: Incident detected by our monitoring systems. 13:57: Engineering team isolated the affected servers. 14:20: A fix was deployed to the affected disk size, restoring full functionality. Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: We are reinforcing our development and validation processes to prevent this type of issue from recurring. This includes expanding pre-production testing to better replicate real-world conditions, with a stronger focus on validating storage behavior and resource utilization before any changes are deployed. We are also enhancing our rollout procedures to ensure configurations are thoroughly reviewed and tested prior to production deployment. If you are still experiencing service-related issues, please contact our support team for further assistance.