# Smartsheet: Critical incident: Sheets, Reports, and Workflow Services Are Impacted

**Summary:** Smartsheet reported a critical outage from 2026-08-11 19:51 UTC to 2026-08-11 23:20 UTC (3 h 28 min), causing Sheets and Reports loading timeouts/failures and automation failures that disabled some workflows. Smartsheet attributed it to a database query-routing issue sending certain reads to primary write servers; a mitigation was applied before resolution. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-08-11 19:51 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/vrp68skyl8qq](https://stspg.io/vrp68skyl8qq)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)
- Versions: before (none: first archived) → after incident\_version:113/45mx78qjw2pd@750fd5078364
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Sheets, Reports, and Workflow Services Are Impacted
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2026-08-11 19:51 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-08-11 23:20 UTC
```

**6. Added: Affected components**

```diff
+ Core Application - Reports, Core Application - Sheets, In App Workflows, Reports, Sheets, Workflows - In App Workflows
```

**7. Added: Update** (investigating) · 2026-08-11 19:51 UTC

```diff
+ We are investigating issues with Sheets, Reports, and Workflows. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
```

**8. Added: Update** (investigating) · 2026-08-11 20:26 UTC

```diff
+ We're continuing to look into this and are working toward a mitigation that we expect to have in place soon.
```

**9. Added: Update** (monitoring) · 2026-08-11 21:02 UTC

```diff
+ A mitigation is now in place, and we're seeing a strong recovery. We'll continue monitoring closely to confirm the issue is fully resolved.
```

**10. Added: Update** (resolved) · 2026-08-11 23:20 UTC

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

**11. Added: Update** (postmortem) · 2026-08-19 22:38 UTC

```diff
+ On August 11 from approximately 7:00 AM to 4:20 PM PDT, some customers experienced timeouts or failures when loading sheets and reports, as well as automation workflow failures that caused some workflows to disable due to elevated error rates. The incident was caused by a database query-routing issue related to the conditions behind recent service disruptions, where certain reads were routed to primary write servers and an edge case involving sheet synchronization amplified the resulting load. We stabilized the service by 3:20 PM PDT and confirmed full recovery by 4:20 PM PDT after scaling affected services and failing over database servers to increase capacity. We identified and deployed a permanent code fix to correct the query routing. We are also improving monitoring and safeguards to detect and mitigate similar conditions earlier.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-08-11 19:51 UTC | Critical incident: Sheets, Reports, and Workflow Services Are Impacted (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/i1bf022ebec6253 · Markdown: https://rewindex.com/change/i1bf022ebec6253.md · JSON: https://rewindex.com/api/v1/changes/i1bf022ebec6253 · Generated 2026-10-18T01:29:48.237Z