# Smartsheet: Brandfolder Monthly Reports Delayed

- Impact (vendor’s label): major
- Status: postmortem
- Started: 2026-02-27 21:55 UTC · Resolved: 2026-03-24 17:57 UTC · Duration: 25 d
- Updates: 8 · Affected components: Digital Asset Management (Brandfolder) - Insights, Insights
- [Vendor status page: https://stspg.io/9k6zbycs4m07](https://stspg.io/9k6zbycs4m07)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)

## Summary

Brandfolder’s major reporting degradation caused stale or missing Insights dashboard data, subscription page metrics, and Insights Data Connector data; February reports were paused. The incident ran from 2026-02-27 21:55 UTC to 2026-03-24 17:57 UTC (24 days 20 h). Smartsheet attributed it to an out-of-sync database-to-analytics replication pipeline and reported implementing a fix. _(machine-written, sol)_
## Timeline of updates

- **identified** 2026-02-27 21:55 UTC: We have proactively paused the release of our February reports to ensure the highest level of data accuracy. Our team is currently resolving a synchronization issue, and we expect the corrected reports to be available shortly. We apologize for the inconvenience and appreciate your patience while we ensure your data is 100% correct.
- **identified** 2026-03-03 15:55 UTC: We are continuing to work on a fix for this issue.
- **identified** 2026-03-09 16:38 UTC: We are continuing to work on restoring full service.
- **identified** 2026-03-12 21:08 UTC: A fix is being implemented. An update will be shared once completed.
- **identified** 2026-03-16 19:05 UTC: We are finalizing the fix for this issue and will have an update shortly.
- **monitoring** 2026-03-24 15:02 UTC: We have implemented the fix fully and we are monitoring for stability.
- **resolved** 2026-03-24 17:57 UTC: This incident has been resolved.
- **postmortem** 2026-03-25 03:05 UTC: On February 25, 2026, a data synchronization issue was identified in Brandfolder's reporting infrastructure. The logical replication pipeline between the production database and the analytics data layer fell out of sync, which caused stale or missing data in Insights dashboards, subscription page metrics, and the Insights Data Connector. Standard monthly reports were proactively paused on February 27 to prevent delivery of inaccurate data, and a partial outage was posted to the status page. Engineering began rebuilding the replication pipeline, but encountered multiple failures during the data catch-up process due to the volume of data \\(~5TB\\) and recurring initialization errors. The replication pipeline was stabilized on March 16 and data began flowing to the analytics layer. The team then identified and resolved gaps in session data for specific dates, re-ran the affected data pipeline jobs, and verified data parity between the production database and analytics systems. Standard reporting was resumed on March 24, 2026, and the incident was resolved the same day. All previously missed reports have been generated and delivered. To prevent recurrence, we are conducting a post-incident review focused on improving monitoring and alerting for the replication pipeline, adding automated data health checks, and documenting recovery runbooks to reduce future resolution time.

## Rewindex changes for this incident

- 2026-02-27 21:55 UTC: [Major incident: Brandfolder Monthly Reports Delayed](https://rewindex.com/change/i4ef7c56fe1ea5b.md)


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Canonical: https://rewindex.com/company/smartsheet/incidents/5xwzpl0b14vx · Markdown: https://rewindex.com/company/smartsheet/incidents/5xwzpl0b14vx.md · JSON: https://rewindex.com/api/v1/companies/smartsheet/incidents/5xwzpl0b14vx · Generated 2026-10-18T11:45:14.480Z