# Smartsheet: Major incident: Smartsheet access issues and unexpected errors

**Summary:** Smartsheet reported a major outage causing unexpected errors with login, asset access, navigation, premium apps and API use. The incident ran from 2025-04-30 05:37 UTC to 2025-04-30 08:34 UTC, lasting 2 h 56 min. Engineers identified a load balancer issue and took mitigative action; a fix was implemented and the incident resolved. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-04-30 05:37 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/vlb5ftxvtv6m](https://stspg.io/vlb5ftxvtv6m)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)
- Versions: before (none: first archived) → after incident\_version:113/nhjwv86g3m2y@cfe8874b92ea
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Smartsheet access issues and unexpected errors
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2025-04-30 05:37 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-04-30 08:34 UTC
```

**6. Added: Affected components**

```diff
+ Activity Log, Admin Center, Administration and Audit - Activity Log, Administration and Audit - Admin Center, Administration and Audit - Event Reporting API, Administration and Audit - Payments & Licensing, Administration and Audit - User and Group Management, Advance Capabilities - Calendar, Advance Capabilities - Control Center, Advance Capabilities - Datamesh, Advance Capabilities - DataTable, Advance Capabilities - Dynamic View, Advance Capabilities - Pivot, Advance Capabilities - WorkApps, Bridge by Smartsheet, Calendar, Connectors - Data Shuttle, Connectors - Dynamics Connector, Connectors - Jira Connector, Connectors - Salesforce Connector, Connectors - ServiceNow Connector, Connectors - Tableau Connector, Control Center, Conversations, Core Application - Dashboards, Core Application - Forms, Core Application - Reports, Core Application - Sheets, Core Application - Single Sign On ( Company Credentials ), Core Application - Smartsheet Login, Dashboards, Datamesh, Data Shuttle, DataTable, Developers and API - REST API, Dynamics Connector, Dynamic View, Email Notifications, Event Reporting API, Forms, In App Notifications, In App Workflows, Jira Connector, Messaging App Notifications, Notifications - Conversations, Notifications - Email Notifications, Notifications - In App Notifications, Notifications - Messaging App Notifications, Payments & Licensing, Pivot, Reports, REST API, Salesforce Connector, ServiceNow Connector, Sharing, Sheets, Sign in via Apple ID, Sign in via Google, Sign in via Microsoft Azure AD, Single Sign On ( Company Credentials ), Smartsheet Login, Tableau Connector, Third Party Sign In - Sign in via Apple ID, Third Party Sign In - Sign in via Google, Third Party Sign In - Sign in via Microsoft Azure AD, User and Group Management, WorkApps, Workflows - Bridge by Smartsheet, Workflows - In App Workflows, Workflows - Sharing
```

**7. Added: Update** (investigating) · 2025-04-30 05:37 UTC

```diff
+ We are currently investigating some customer reports of issues and unexpected errors while logging in to the app, accessing assets, and navigating the site. We will continue to provide frequent updates as we work towards resolution.
```

**8. Added: Update** (identified) · 2025-04-30 05:57 UTC

```diff
+ We have identified mitigations for the issue and are taking action to resolve. The service is beginning to recover and we will continue to monitor. We will continue to provide frequent updates as we work towards resolution.
```

**9. Added: Update** (monitoring) · 2025-04-30 06:24 UTC

```diff
+ A fix has been implemented and we are monitoring to ensure continued stability of this feature.
```

**10. Added: Update** (resolved) · 2025-04-30 08:34 UTC

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

**11. Added: Update** (postmortem) · 2025-04-30 08:58 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-04-30 05:37 UTC | Major incident: Smartsheet access issues and unexpected errors (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/i2866cf3e482a11 · Markdown: https://rewindex.com/change/i2866cf3e482a11.md · JSON: https://rewindex.com/api/v1/changes/i2866cf3e482a11 · Generated 2026-10-18T03:21:53.072Z