# Smartsheet: Major incident: Document Generation Request Delays

**Summary:** Smartsheet reported major Document Generation delays affecting automations and manual requests to download documents or attach them to rows. The incident ran from 2025-12-04 18:55 UTC to 2025-12-04 21:26 UTC (2 h 31 min). Smartsheet attributed delays to increased back-end service load following a recent code change, implemented a fix, and confirmed full restoration. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2025-12-04 18:55 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/71303cjzk4qr](https://stspg.io/71303cjzk4qr)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)
- Versions: before (none: first archived) → after incident\_version:113/fzvjpk730k9j@7e4c79d88905
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Document Generation Request Delays
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2025-12-04 18:55 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-12-04 21:26 UTC
```

**6. Added: Affected components**

```diff
+ Document Builder, Documents - Document Builder
```

**7. Added: Update** (investigating) · 2025-12-04 18:55 UTC

```diff
+ We are investigating issues with requests to generate documents impacting Document Generation Automations and manual Document Generation. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
```

**8. Added: Update** (investigating) · 2025-12-04 19:26 UTC

```diff
+ We are continuing to investigate the cause of issues with requests to Generate Documents impacting Document Generation Automations and manual Document Generation. We will provide frequent updates until we reach a monitoring status.
```

**9. Added: Update** (identified) · 2025-12-04 19:30 UTC

```diff
+ We have identified the issue responsible for the delays with Document Generation and are implementing a fix. We will provide frequent updates until we reach a monitoring status.
```

**10. Added: Update** (monitoring) · 2025-12-04 19:35 UTC

```diff
+ We are observing stability being restored for Document Generation. We are continuing to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.
```

**11. Added: Update** (resolved) · 2025-12-04 21:26 UTC

```diff
+ Document Generation functionality has been fully restored and is operating normally. The incident is now resolved.
```

**12. Added: Update** (postmortem) · 2025-12-04 21:31 UTC

```diff
+ On Thursday, December 4th 2025 at 8:08am, users experienced delays in Document Generation requests to download generated documents or attach them to rows. The issue occurred due to increased load on the back end service following a recent code change and was resolved by 11:30am Pacific Time.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-12-04 18:55 UTC | Major incident: Document Generation Request Delays (this change) | degradation |

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/i5bc97fa16aaffc · Markdown: https://rewindex.com/change/i5bc97fa16aaffc.md · JSON: https://rewindex.com/api/v1/changes/i5bc97fa16aaffc · Generated 2026-10-18T03:21:27.129Z