Smartsheet incident
Intermittent Errors When Creating Assets (Sheets, Reports, Dashboards, Workspaces)
Resolved after 2 hours 17 minutes, affecting Sheets and Forms and 1 more, on July 9, 2025.
Starting at 3:30 PM PT on July 9, 2025, unusually high service load began causing intermittent delays in users being able to access newly created assets \(sheets, reports, dashboards, forms\). While the assets were still created, users may have seen permission errors when initially trying to view them. The high load source was identified and, once cleared, the service began recovering with access fully restored by 4:21 PM PT.
Affected components
Update timeline
- investigating Jul 09, 2025, 11:09 PM UTC
We are currently investigating an issue where users may encounter an "Access Denied" error after creating assets such as sheets, reports, dashboards, or workspaces. While the assets are being created successfully, this error may appear temporarily when attempting to access them. Refreshing the page or waiting a few minutes typically resolves the issue. We are working to resolve this behavior and will provide updates as more information becomes available.
- monitoring Jul 09, 2025, 11:29 PM UTC
A fix has been implemented, we are monitoring the results.
- resolved Jul 10, 2025, 01:27 AM UTC
This incident has been resolved.
- postmortem Jul 10, 2025, 03:23 AM UTC
Starting at 3:30 PM PT on July 9, 2025, unusually high service load began causing intermittent delays in users being able to access newly created assets \(sheets, reports, dashboards, forms\). While the assets were still created, users may have seen permission errors when initially trying to view them. The high load source was identified and, once cleared, the service began recovering with access fully restored by 4:21 PM PT.
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