# Smartsheet: Major incident: Data Shuttle

**Summary:** Smartsheet reported a major Data Shuttle degradation: some customers experienced slow loading and UI unresponsiveness. The incident started at 2025-08-27 13:43 UTC and was resolved at 2025-08-27 17:44 UTC, with a recorded duration of 4 h 0 min. A fix was implemented at 08-27 14:47 UTC. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2025-08-27 13:43 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/cm7h1dx3ps2n](https://stspg.io/cm7h1dx3ps2n)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)
- Versions: before (none: first archived) → after incident\_version:113/drj7txmtds6n@0f8e6b9e5471
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Data Shuttle
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2025-08-27 13:43 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-08-27 17:44 UTC
```

**6. Added: Affected components**

```diff
+ Connectors - Data Shuttle, Data Shuttle
```

**7. Added: Update** (investigating) · 2025-08-27 13:43 UTC

```diff
+ We are currently investigating some customer reports of slow performance with Data Shuttle . We will continue to provide frequent updates as we work towards resolution.
```

**8. Added: Update** (investigating) · 2025-08-27 13:44 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (monitoring) · 2025-08-27 14:47 UTC

```diff
+ A fix has been Implemented and we are monitoring the results.
```

**10. Added: Update** (resolved) · 2025-08-27 17:44 UTC

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

**11. Added: Update** (postmortem) · 2025-08-27 17:44 UTC

```diff
+ On Wednesday, August 27, 2025, from 6:11 a.m. PDT to 7:47 a.m. PDT, some customers may have experienced slow loading and unresponsiveness within the Data Shuttle UI. Our engineering teams were immediately alerted and began investigating the issue. They were able to identify and resolve the problem, and full service was restored at 7:47 a.m. PDT. We are making improvements based on our learnings from the incident to avoid similar incidents in the future.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-08-27 13:43 UTC | Major incident: Data Shuttle (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/ifb98587fdbdaef · Markdown: https://rewindex.com/change/ifb98587fdbdaef.md · JSON: https://rewindex.com/api/v1/changes/ifb98587fdbdaef · Generated 2026-10-18T03:21:40.044Z