Smartsheet experienced a major incident on July 7, 2025 affecting Asset Upload, lasting 3h 4m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jul 07, 2025, 01:25 AM UTC
We've identified an issue with the primary file uploading service and are switching to the backup. You may notice a temporary UI change until the primary service is restored.
- monitoring Jul 07, 2025, 02:20 AM UTC
A mitigation has been implemented. You may notice a temporary UI change, and some cloud uploading options will be unavailable until the primary service is restored.
- resolved Jul 07, 2025, 04:29 AM UTC
This incident is resolved.
- postmortem Jul 11, 2025, 08:41 PM UTC
Starting at 3:55 PM PT on July 9, 2025, we were alerted to an issue affecting the file upload functionality within Brandfolder. Users experienced degraded performance when attempting to upload files, due to a failure in the primary file upload service. Upon investigation, a mitigation was implemented by redirecting traffic to a backup service. During this period, users may have noticed a temporary UI change and limited access to certain cloud upload options. The service began stabilizing after the mitigation, with full functionality restored shortly thereafter. We continue to monitor the system and are reviewing the root cause to prevent future occurrences.