# Smartsheet: Smartsheet access issues and unexpected errors

- Impact (vendor’s label): major
- Status: postmortem
- Started: 2025-04-30 05:37 UTC · Resolved: 2025-04-30 08:34 UTC · Duration: 3.0 h
- Updates: 5 · Affected components: Core Application - Sheets, Sheets, Activity Log, Administration and Audit - Activity Log, Connectors - Data Shuttle, Data Shuttle, Administration and Audit - Payments & Licensing, Payments & Licensing, In App Notifications, Notifications - In App Notifications, Conversations, Notifications - Conversations, Advance Capabilities - Calendar, Calendar, Administration and Audit - Event Reporting API, Event Reporting API, Sign in via Apple ID, Third Party Sign In - Sign in via Apple ID, Admin Center, Administration and Audit - Admin Center, Core Application - Single Sign On ( Company Credentials ), Single Sign On ( Company Credentials ), Advance Capabilities - DataTable, DataTable, Connectors - Jira Connector, Jira Connector, In App Workflows, Workflows - In App Workflows, Sign in via Microsoft Azure AD, Third Party Sign In - Sign in via Microsoft Azure AD, Connectors - Salesforce Connector, Salesforce Connector, Messaging App Notifications, Notifications - Messaging App Notifications, Core Application - Smartsheet Login, Smartsheet Login, Core Application - Reports, Reports, Connectors - Tableau Connector, Tableau Connector, Developers and API - REST API, REST API, Sharing, Workflows - Sharing, Advance Capabilities - Dynamic View, Dynamic View, Advance Capabilities - Control Center, Control Center, Advance Capabilities - Pivot, Pivot, Connectors - ServiceNow Connector, ServiceNow Connector, Connectors - Dynamics Connector, Dynamics Connector, Sign in via Google, Third Party Sign In - Sign in via Google, Core Application - Forms, Forms, Advance Capabilities - Datamesh, Datamesh, Core Application - Dashboards, Dashboards, Administration and Audit - User and Group Management, User and Group Management, Email Notifications, Notifications - Email Notifications, Bridge by Smartsheet, Workflows - Bridge by Smartsheet, Advance Capabilities - WorkApps, WorkApps
- [Vendor status page: https://stspg.io/vlb5ftxvtv6m](https://stspg.io/vlb5ftxvtv6m)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)

## Summary

Smartsheet reported a major outage causing unexpected errors with login, asset access, navigation, premium apps and API use. The incident ran from 2025-04-30 05:37 UTC to 2025-04-30 08:34 UTC, lasting 2 h 56 min. Engineers identified a load balancer issue and took mitigative action; a fix was implemented and the incident resolved. _(machine-written, sol)_
## Timeline of updates

- **investigating** 2025-04-30 05:37 UTC: We are currently investigating some customer reports of issues and unexpected errors while logging in to the app, accessing assets, and navigating the site. We will continue to provide frequent updates as we work towards resolution.
- **identified** 2025-04-30 05:57 UTC: We have identified mitigations for the issue and are taking action to resolve. The service is beginning to recover and we will continue to monitor. We will continue to provide frequent updates as we work towards resolution.
- **monitoring** 2025-04-30 06:24 UTC: A fix has been implemented and we are monitoring to ensure continued stability of this feature.
- **resolved** 2025-04-30 08:34 UTC: This incident has been resolved
- **postmortem** 2025-04-30 08:58 UTC: Starting at 10:15 PM Pacific Time on April 29th, 2025, some users experienced unexpected errors when logging in, navigating the application, or using the premium apps and API. Our engineering teams identified an issue with our load balancers and took mitigative action. The service fully recovered at 11:20 PM.

## Rewindex changes for this incident

- 2025-04-30 05:37 UTC: [Major incident: Smartsheet access issues and unexpected errors](https://rewindex.com/change/i2866cf3e482a11.md)


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Canonical: https://rewindex.com/company/smartsheet/incidents/nhjwv86g3m2y · Markdown: https://rewindex.com/company/smartsheet/incidents/nhjwv86g3m2y.md · JSON: https://rewindex.com/api/v1/companies/smartsheet/incidents/nhjwv86g3m2y · Generated 2026-10-18T12:43:28.802Z