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Smartsheet: Investigating: Smartsheet Inaccessible

Impact: majorStatus: postmortemStarted Resolved (2.3 h)4 updatesSource: stspg.io (opens in new tab)
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 archived incident (Sol). Check the timeline before relying on it.

Affected components: Core Application - SheetsSheetsApps - Mobile AppMobile AppDigital Asset Management (Brandfolder) - IntegrationsIntegrationsApps - Desktop AppDesktop AppContent Automation Rendering ServicesDigital Asset Management (Brandfolder) - Content Automation Rendering ServicesSearchDigital Asset Management (Brandfolder) - SmartCDNSmartCDNSign in via Apple IDThird Party Sign In - Sign in via Apple IDCore Application - Single Sign On ( Company Credentials )Single Sign On ( Company Credentials )Core ApplicationDigital Asset Management (Brandfolder) - Core ApplicationAsset UploadDigital Asset Management (Brandfolder) - Asset UploadAPI Access TokensDevelopers and API - API Access TokensDocument BuilderDocuments - Document BuilderSign in via Microsoft Azure ADThird Party Sign In - Sign in via Microsoft Azure ADAttachmentsDocuments - AttachmentsCore Application - Smartsheet LoginSmartsheet LoginDocument ProofingDocuments - Document ProofingDigital Asset Management (Brandfolder) - Smartsheet Brandfolder IntegrationSmartsheet Brandfolder IntegrationContent Automation IntegrationsDigital Asset Management (Brandfolder) - Content Automation IntegrationsDevelopers and API - WebhooksWebhooksCore Application - ReportsReportsContent Automation TemplatingDigital Asset Management (Brandfolder) - Content Automation TemplatingAsset Upload - SFTPDigital Asset Management (Brandfolder) - Asset Upload - SFTPDevelopers and API - REST APIREST APIDigital Asset Management (Brandfolder) - InsightsInsightsContent Automation APIsDigital Asset Management (Brandfolder) - Content Automation APIsContent Automation PlatformDigital Asset Management (Brandfolder) - Content Automation PlatformBrandguideDigital Asset Management (Brandfolder) - BrandguideSign in via GoogleThird Party Sign In - Sign in via GoogleDocuments - File LibraryFile LibraryCore Application - FormsFormsCore Application - DashboardsDashboardsAI Tools

Timeline of updates

  1. investigating

    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.

  2. monitoring

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

  3. resolved

    This incident has been resolved.

  4. postmortem

    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

Rewindex changes for this incident

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Smartsheet profile · Recent Smartsheet incidents · Markdown · JSON