# Smartsheet: Smartsheet Slowness and Timeout Errors

- Impact (vendor’s label): major
- Status: postmortem
- Started: 2026-07-30 14:54 UTC · Resolved: 2026-07-30 17:41 UTC · Duration: 2.8 h
- Updates: 6 · Affected components: Core Application - Sheets, Sheets, Connectors - Data Shuttle, Data Shuttle, Advance Capabilities - Calendar, Calendar, Advance Capabilities - DataTable, DataTable, Connectors - Jira Connector, Jira Connector, Connectors - Salesforce Connector, Salesforce Connector, Connectors - Tableau Connector, Tableau Connector, Developers and API - REST API, REST API, Advance Capabilities - Dynamic View, Dynamic View, Advance Capabilities - Control Center, Control Center, Advance Capabilities - Pivot, Pivot, Third Party Integrations, Connectors - ServiceNow Connector, ServiceNow Connector, Connectors - Dynamics Connector, Dynamics Connector, Advance Capabilities - Datamesh, Datamesh, Advance Capabilities - WorkApps, WorkApps
- [Vendor status page: https://stspg.io/hl4qwzynvx74](https://stspg.io/hl4qwzynvx74)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)

## Summary

Smartsheet reported major slowness and timeouts affecting sheets, premium apps, connectors, and API from 2026-07-30 14:54 UTC to 2026-07-30 17:41 UTC (2 h 47 min). Its postmortem separately described customer impact between approximately 11:00 and 15:57 UTC, attributing failures to a backend service under heavy CPU load during morning traffic ramp-up. _(machine-written, sol)_
## Timeline of updates

- **investigating** 2026-07-30 14:54 UTC: We are investigating slowness and timeout errors in Smartsheet, impacting sheets, premium apps, connectors, and API. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
- **identified** 2026-07-30 15:26 UTC: We have identified the issue responsible for the Smartsheet slowness and timeout issue and are implementing a fix. We will provide frequent updates until we reach a monitoring status.
- **monitoring** 2026-07-30 15:40 UTC: We are observing stability being restored for Smartsheet, Premium Apps, Connectors, and API. We are continuing to monitor it closely to confirm full service stability. We will provide an update once resolution is confirmed.
- **monitoring** 2026-07-30 15:42 UTC: We are continuing to monitor for any further issues.
- **resolved** 2026-07-30 17:41 UTC: This incident has been resolved.
- **postmortem** 2026-08-20 17:23 UTC: On July 30, 2026, between approximately 11:00 and 15:57 UTC, some customers could not load sheets and experienced API timeouts. This also affected Control Center, Table View, Timeline and Board views, Reports, Dashboards, Forms, Dynamic View, and Bridge integrations. The cause was a backend service that came under heavy CPU load during the morning traffic ramp-up. Its automated health checks began removing overloaded instances faster than replacements could come online, and the service's minimum capacity setting was too low to absorb the loss. Our engineers resolved the issue by raising the service's capacity limits, which restored healthy capacity and returned performance to normal within minutes. No data was lost. We have permanently raised the capacity floor, and we are tuning the health checks, adding earlier infrastructure-level monitoring, and building a runbook to prevent and speed recovery from similar issues.

## Rewindex changes for this incident

- 2026-07-30 14:54 UTC: [Major incident: Smartsheet Slowness and Timeout Errors](https://rewindex.com/change/ie2fa9a6267f5f8.md)


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Canonical: https://rewindex.com/company/smartsheet/incidents/tgh1l5k3hmz7 · Markdown: https://rewindex.com/company/smartsheet/incidents/tgh1l5k3hmz7.md · JSON: https://rewindex.com/api/v1/companies/smartsheet/incidents/tgh1l5k3hmz7 · Generated 2026-10-18T10:00:17.463Z