Smartsheet Outage History

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.

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.

On June 24, 2025, at 11:22 AM PST, the customer support portal experienced downtime for approximately 64 minutes due to a Salesforce deployment. The portal became accessible again at 12:26 PM PST, following the completion of the deployment. During the downtime, from 11:22 AM to 12:26 PM PST, users were unable to access, create, or edit support cases. However, the core Smartsheet application continued to operate without any interruptions during this time.

Starting at 1:04 PM PT on June 23rd, 2025, some customers reported that they were seeing a "Bad Request" error when accessing Dynamic Views that have a report source. Our investigations revealed that the issue was stemming from an internal service deployment and we rolled back the deployment. The service fully recovered at 2:14 PM PT.

Starting at 8AM PT on June 23rd, 2025, some users could not submit Smartsheet forms and the interface was throwing "An error has occurred in Smartsheet" error. We also had some of our users reporting that they were unable to load sheets. Our Engineering team detected elevated errors with some of our infrastructure and addresses these issues. The service fully recovered at 10:56 AM PT

On May 27, 2025, at 9:50 AM PDT, some users experienced issues loading sheets or logging into Smartsheet. An issue with a temporary database table was identified and quickly addressed, restoring affected services by approximately 11:10 AM PDT.

On May 7th, starting around 6:50 AM PDT, some users experienced unexpected issues loading sheets and dashboards, executing workflows, and submitting forms \(including update and approval requests\). Our Engineering teams quickly identified that a recent internal service deployment caused degraded performance for these features. A fix was implemented and service was fully restored by 9:00 AM PDT.

Starting at 10:15 PM Pacific Time on April 29th, 2025, some users experienced unexpected errors when logging in, navigating the application, or using the premium apps and API. Our engineering teams identified an issue with our load balancers and took mitigative action. The service fully recovered at 11:20 PM.

On Thursday, April 24th at 6:37 AM PDT, we began experiencing delays in workflow automations executing. This resulted in increased latency and errors when trying to load sheets. The team investigated and resolved the issues by 12 PM PDT.

On April 8th, 2025, starting around 6:10 AM PDT, some users experienced issues logging into and navigating Smartsheet. This was confirmed fully resolved for all users by 7:19 AM PDT. Our engineering teams quickly identified that a recent internal service deployment experienced an unexpected failure, impacting login methods and some application features. A rollback of this deployment was initiated, and full service was restored by approximately 7:19 AM PDT. We are reviewing our deployment processes and internal service dependencies to prevent future occurrences.

On April 4th, 2025 at 2:50 PM PDT, an issue occurred during an update to the Dashboard database. This resulted in Dashboards becoming unavailable and caused partial disruptions to other services that interact with Dashboards. Our engineering teams immediately identified the issue and began the restoration process. The Dashboard database was successfully restored, and all Dashboard functionality and related services were returned to full operational status by 3:53 PM PDT. There was no data loss as a result of this incident. We are reviewing the update process and the error that occurred to implement improvements and prevent similar occurrences in the future.

On Thursday, April 3rd at 3:00 PM PDT, we began experiencing connectivity issues around accessing sheets, reports, and dashboards. The team rolled back recently-made infrastructure configuration changes, which resolved the connectivity issues by 3:30 PM PDT.

Due to some timeout issues some customers were seeing delays in automated workflows starting at 11:26 GMT. The root cause was determined and resolved by additional cpu resources.

We experienced workflow processing delays starting at 10:23 AM ET due to a system issue. Our team took corrective actions, and by 12:04 PM ET, workflows were running normally again. All systems are now fully operational.

At 1:12pm PST a few large customers made a configuration change in their applications which caused db replication delay and prevented all Smartsheet users from creating and viewing sheets, forms, reports, and/or dashboards. The issue was promptly identified and resolved by 2:33pm PST. During that time, users were unable to access sheets, forms, reports, and/or dashboards in Smartsheet.

> At 1:57pm PST an infrastructure configuration change caused issues with access to the application. The issue was promptly identified and resolved by 2:18pm PST. During that time, users may have experienced slow load times or failures when trying to load the Smartsheet application.

Between approximately 10:00 a.m. PST and 11:12 a.m. PST, some users experienced delays and failures when accessing newly created assets. This issue occurred due to a temporary data synchronization delay caused by maintenance activities. The delay was fully resolved by 11:12 a.m. PST.

Between approximately 8:50 a.m. PST and 9:04 a.m. PST, some users experienced delays when trying to access newly created assets, such as projects, sheets, and workspaces. While these assets were created successfully, they were not immediately accessible and, in some cases, took up to 10 minutes to appear. This issue occurred due to a temporary data synchronization delay, which was fully resolved by 9:04 a.m. PST.