Changes / Smartsheet / Investigating: Smartsheet Inaccessible

Smartsheet: Major incident: Investigating: Smartsheet Inaccessible

Summary

Smartsheet reported a major outage preventing some customers from accessing and navigating the application, starting 2025-07-16 00:27 UTC and resolved at 2025-07-16 02:45 UTC (2 h 17 min). Increased traffic to a core service overwhelmed another critical internal service; Smartsheet adjusted traffic and scaled affected services.

Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.

Major incidentLabel: outage (model (Jev), 97%)Changed Detected Source: stspg.io (opens in new tab)

What changed

AddedTitle#1
Before: not present
After: Investigating: Smartsheet Inaccessible
AddedImpact#2
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After: major
AddedStatus#3
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After: postmortem
AddedStart time#4
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After: 2025-07-16 00:27 UTC
AddedResolved time#5
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After: 2025-07-16 02:45 UTC
AddedAffected components#6
Before: not present
After: AI Tools, API Access Tokens, Apps - Desktop App, Apps - Mobile App, Asset Upload, Asset Upload - SFTP, Attachments, Brandguide, Content Automation APIs, Content Automation Integrations, Content Automation Platform, Content Automation Rendering Services, Content Automation Templating, Core Application, Core Application - Dashboards, Core Application - Forms, Core Application - Reports, Core Application - Sheets, Core Application - Single Sign On ( Company Credentials ), Core Application - Smartsheet Login, Dashboards, Desktop App, Developers and API - API Access Tokens, Developers and API - REST API, Developers and API - Webhooks, Digital Asset Management (Brandfolder) - Asset Upload, Digital Asset Management (Brandfolder) - Asset Upload - SFTP, Digital Asset Management (Brandfolder) - Brandguide, Digital Asset Management (Brandfolder) - Content Automation APIs, Digital Asset Management (Brandfolder) - Content Automation Integrations, Digital Asset Management (Brandfolder) - Content Automation Platform, Digital Asset Management (Brandfolder) - Content Automation Rendering Services, Digital Asset Management (Brandfolder) - Content Automation Templating, Digital Asset Management (Brandfolder) - Core Application, Digital Asset Management (Brandfolder) - Insights, Digital Asset Management (Brandfolder) - Integrations, Digital Asset Management (Brandfolder) - SmartCDN, Digital Asset Management (Brandfolder) - Smartsheet Brandfolder Integration, Document Builder, Document Proofing, Documents - Attachments, Documents - Document Builder, Documents - Document Proofing, Documents - File Library, File Library, Forms, Insights, Integrations, Mobile App, Reports, REST API, Search, Sheets, Sign in via Apple ID, Sign in via Google, Sign in via Microsoft Azure AD, Single Sign On ( Company Credentials ), SmartCDN, Smartsheet Brandfolder Integration, Smartsheet Login, 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, Webhooks
AddedUpdateinvestigating#7
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After: We are currently investigating some customer reports of customers being unable to access the Smartsheet application. We will continue to provide frequent updates as we work towards resolution.
AddedUpdatemonitoring#8
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After: A fix has been implemented and we are monitoring to ensure continued stability of this feature.
AddedUpdateresolved#9
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After: This incident has been resolved.
AddedUpdatepostmortem#10
Before: not present
After: On July 15th, 2025, starting at approximately 4:54 PM PDT, some users experienced issues accessing and navigating the Smartsheet application. Our engineering teams quickly identified the cause: a recent increase in traffic to a core service overwhelmed another critical internal service, leading to widespread service degradation. Traffic was immediately adjusted, and the affected services were scaled to restore stability. Full service functionality was restored by approximately 5:28

First version of this incident archived by Rewindex. View the live incident (opens in new tab).

History of this incident

When (UTC)ChangeKind
Major incident: Investigating: Smartsheet Inaccessible (this change)
Smartsheet reported a major outage preventing some customers from accessing and navigating the application, starting 2025-07-16 00:27 UTC and resolved at 2025-07-16 02:45 UTC (2 h 17 min). Increased traffic to a core service overwhelmed another critical internal service; Smartsheet adjusted traffic and scaled affected services.
Major incident

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