# Smartsheet: Major incident: 503 Errors on File Upload

**Summary:** Smartsheet reported a major Brandfolder Asset Upload incident with 503 errors and degraded uploads, starting 2025-07-07 01:25 UTC and resolved at 2025-07-07 04:29 UTC (3 h 4 min). A primary file upload service failure prompted redirection to a backup, with temporary UI changes and some cloud uploading options unavailable during mitigation. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-07-07 01:25 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/0xnj8m3gn4wk](https://stspg.io/0xnj8m3gn4wk)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)
- Versions: before (none: first archived) → after incident\_version:113/54yk883xd724@763b34756841
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ 503 Errors on File Upload
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2025-07-07 01:25 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-07-07 04:29 UTC
```

**6. Added: Affected components**

```diff
+ Asset Upload, Digital Asset Management (Brandfolder) - Asset Upload
```

**7. Added: Update** (identified) · 2025-07-07 01:25 UTC

```diff
+ 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.
```

**8. Added: Update** (monitoring) · 2025-07-07 02:20 UTC

```diff
+ 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.
```

**9. Added: Update** (resolved) · 2025-07-07 04:29 UTC

```diff
+ This incident is resolved.
```

**10. Added: Update** (postmortem) · 2025-07-11 20:41 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-07-07 01:25 UTC | Major incident: 503 Errors on File Upload (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/i21d44c4f3cf196 · Markdown: https://rewindex.com/change/i21d44c4f3cf196.md · JSON: https://rewindex.com/api/v1/changes/i21d44c4f3cf196 · Generated 2026-10-18T03:33:47.601Z