# Smartsheet: Major incident: User & Group Management

**Summary:** Smartsheet reported a major outage causing blank results or infinite loading on Admin Center User & Group Management pages. The recorded incident ran from 2026-03-24 15:16 UTC to 2026-03-24 18:30 UTC (3 h 13 min); the postmortem cited a shared-interface loading-indicator update as the cause. A fix restored stability; browser refresh or cache clearing might be necessary. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-03-24 15:16 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/npqm0b0cf12v](https://stspg.io/npqm0b0cf12v)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)
- Versions: before (none: first archived) → after incident\_version:113/d3cdzyk5dj1r@52a9c3d7f900
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ User & Group Management
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2026-03-24 15:16 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-03-24 18:30 UTC
```

**6. Added: Affected components**

```diff
+ Administration and Audit - User and Group Management, User and Group Management
```

**7. Added: Update** (investigating) · 2026-03-24 15:16 UTC

```diff
+ We are investigating blank results showing on User & Group Management pages in Admin Center. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
```

**8. Added: Update** (identified) · 2026-03-24 16:07 UTC

```diff
+ The issue has been identified and a fix is being implemented.
```

**9. Added: Update** (monitoring) · 2026-03-24 16:08 UTC

```diff
+ We are observing stability being restored for the User & Group Management pages in Admin Center. A page refresh or clearing of cache from this page from your browser might be necessary for full resolution. We are continuing to monitor it closely to confirm full service stability.
```

**10. Added: Update** (resolved) · 2026-03-24 18:30 UTC

```diff
+ This incident has been resolved.
```

**11. Added: Update** (postmortem) · 2026-04-03 23:20 UTC

```diff
+ On March 24, 2026, at approximately 07:55 UTC, the Admin Center Client experienced an issue where users were unable to view user groups in the Group Management view and users in the User Management page in certain cases — instead seeing an infinite loading screen. The issue was caused by a recent update to a shared part of the Admin Center interface that controls how loading indicators are shown during searching. In the Group Management area and UserView, this change accidentally made the page think it was always still loading, so users saw a never-ending loading screen and couldn't view groups \(and in some cases users\). The problem was fixed by rolling back that change, which finalized at 09:06 UTC. To prevent recurrence, we are conducting a post-incident review focused on improving monitoring and alerting for failed page renders in key Admin Center views, adding automated synthetic tests, and documenting recovery runbooks to reduce future resolution time.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-03-24 15:16 UTC | Major incident: User & Group Management (this change) | outage |

All Smartsheet changes: [timeline](https://rewindex.com/company/smartsheet/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i0523002a15f813 · Markdown: https://rewindex.com/change/i0523002a15f813.md · JSON: https://rewindex.com/api/v1/changes/i0523002a15f813 · Generated 2026-10-18T03:33:57.649Z