Smartsheet incident
Sheets Not Loading/Opening – "Trouble Reaching Smartsheet" Error
Resolved after 7 hours 1 minute, affecting Sheets, on May 27, 2026.
On May 27, 2026, from approximately 8:30 AM to 2:00 PM PDT, some customers were unable to load sheets, receiving the error, "We're having trouble reaching Smartsheet right now." This was caused by an unexpectedly high volume of simultaneous database requests triggered when loading configuration data for sheets with forms containing numerous column options. Under elevated traffic, this pattern generated hundreds of parallel queries, overwhelming the affected database cluster's read capacity. We resolved the issue by scaling database read capacity and routing traffic away from the affected infrastructure. To prevent recurrence, we are implementing changes to: * Redesign how column option data is fetched to reduce load. * Better distributing database traffic and protecting database capacity during periods of high usage. * Improving monitoring and tooling to detect and respond to issues faster. We know how critical our services are to our customers and apologize for any impact this incident may have had on you and your business. We promise that we will do everything we can to learn from this event and use it to drive improvement across our services to ensure that Smartsheet is a partner that can be counted on to deliver. We know that your success—and your continued trust in Smartsheet—depends on it.
Affected components
Update timeline
- investigating May 27, 2026, 05:50 PM UTC
We are currently investigating reports of sheets failing to open and displaying the error "We're having trouble reaching Smartsheet right now." Our team is actively working to resolve the issue and will provide frequent updates until we reach a monitoring status.
- monitoring May 27, 2026, 08:37 PM UTC
A fix has been implemented and we are monitoring the results.
- monitoring May 27, 2026, 08:39 PM UTC
We are continuing to monitor for any further issues.
- resolved May 28, 2026, 12:51 AM UTC
This incident has been resolved.
- postmortem Jun 23, 2026, 11:35 PM UTC
On May 27, 2026, from approximately 8:30 AM to 2:00 PM PDT, some customers were unable to load sheets, receiving the error, "We're having trouble reaching Smartsheet right now." This was caused by an unexpectedly high volume of simultaneous database requests triggered when loading configuration data for sheets with forms containing numerous column options. Under elevated traffic, this pattern generated hundreds of parallel queries, overwhelming the affected database cluster's read capacity. We resolved the issue by scaling database read capacity and routing traffic away from the affected infrastructure. To prevent recurrence, we are implementing changes to: * Redesign how column option data is fetched to reduce load. * Better distributing database traffic and protecting database capacity during periods of high usage. * Improving monitoring and tooling to detect and respond to issues faster. We know how critical our services are to our customers and apologize for any impact this incident may have had on you and your business. We promise that we will do everything we can to learn from this event and use it to drive improvement across our services to ensure that Smartsheet is a partner that can be counted on to deliver. We know that your success—and your continued trust in Smartsheet—depends on it.
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