Companies / Smartsheet / incidents

Smartsheet: Resolved Connectivity Issue Due to AWS outage

Affected components: Core Application - SheetsSheetsActivity LogAdministration and Audit - Activity LogConnectors - Data ShuttleData ShuttleAdministration and Audit - Payments & LicensingPayments & LicensingApps - Mobile AppMobile AppIn App NotificationsNotifications - In App NotificationsDigital Asset Management (Brandfolder) - IntegrationsIntegrationsConversationsNotifications - ConversationsAdvance Capabilities - CalendarCalendarHelp and Community - Smartsheet UniversitySmartsheet UniversityApps - Desktop AppDesktop AppContent Automation Rendering ServicesDigital Asset Management (Brandfolder) - Content Automation Rendering ServicesSearchDigital Asset Management (Brandfolder) - SmartCDNSmartCDNAdministration and Audit - Event Reporting APIEvent Reporting APISign in via Apple IDThird Party Sign In - Sign in via Apple IDAdmin CenterAdministration and Audit - Admin CenterCore Application - Single Sign On ( Company Credentials )Single Sign On ( Company Credentials )Help and Community - In-App ChatIn-App ChatCore ApplicationDigital Asset Management (Brandfolder) - Core ApplicationAsset UploadDigital Asset Management (Brandfolder) - Asset UploadHelp and Community - Marketplace and Solutions CenterAdvance Capabilities - DataTableDataTableAPI Access TokensDevelopers and API - API Access TokensConnectors - Jira ConnectorJira ConnectorDocument BuilderDocuments - Document BuilderIn App WorkflowsWorkflows - In App WorkflowsCustomer Support PortalHelp and Community - Customer Support PortalSign in via Microsoft Azure ADThird Party Sign In - Sign in via Microsoft Azure ADConnectors - Salesforce ConnectorSalesforce ConnectorMessaging App NotificationsNotifications - Messaging App NotificationsHelp and Community - CommunityResource Management - Smartsheet Resource ViewsSmartsheet Resource ViewsAttachmentsDocuments - 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 TemplatingConnectors - Tableau ConnectorTableau ConnectorHelp and Community - Smartsheet WebsiteSmartsheet WebsiteHelp and Community - Help CenterAsset Upload - SFTPDigital Asset Management (Brandfolder) - Asset Upload - SFTPDevelopers and API - REST APIREST APIDigital Asset Management (Brandfolder) - InsightsInsightsSharingWorkflows - SharingAdvance Capabilities - Dynamic ViewDynamic ViewAdvance Capabilities - Control CenterControl CenterAdvance Capabilities - PivotPivotContent Automation APIsDigital Asset Management (Brandfolder) - Content Automation APIsContent Automation PlatformDigital Asset Management (Brandfolder) - Content Automation PlatformConnectors - ServiceNow ConnectorServiceNow ConnectorConnectors - Dynamics ConnectorDynamics ConnectorBrandguideDigital Asset Management (Brandfolder) - BrandguideSign in via GoogleThird Party Sign In - Sign in via GoogleDocuments - File LibraryFile LibraryResource ManagementResource Management - Resource ManagementCore Application - FormsFormsAdvance Capabilities - DatameshDatameshCore Application - DashboardsDashboardsAdministration and Audit - User and Group ManagementUser and Group ManagementEmail NotificationsNotifications - Email NotificationsBridge by SmartsheetWorkflows - Bridge by SmartsheetAdvance Capabilities - WorkAppsWorkAppsAI Tools

Timeline of updates

1. investigating2025-10-20 09:53 UTC

   We’re currently experiencing an issue with the Smartsheet application. We apologize for the inconvenience and are actively working to resolve it as soon as possible

2. monitoring2025-10-20 10:41 UTC

   We're seeing recovery in our services and are working to ensure stability and resolution.

3. monitoring2025-10-20 11:12 UTC

   We continue to see recovery in our services and are working to ensure stability and resolution.

4. monitoring2025-10-20 12:13 UTC

   We are continuing to monitor and are working to ensure stability and resolution.

5. investigating2025-10-20 12:42 UTC

   We’re currently experiencing an issue with the Smartsheet application. We apologize for the inconvenience and are actively working to resolve it as soon as possible

6. investigating2025-10-20 14:30 UTC

   We’re currently experiencing an issue with the Smartsheet application. We apologize for the inconvenience and are actively working to resolve it as soon as possible

7. investigating2025-10-20 14:42 UTC

   We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

8. investigating2025-10-20 15:35 UTC

   We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

9. investigating2025-10-20 16:03 UTC

   We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

10. investigating2025-10-20 16:33 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

11. investigating2025-10-20 17:03 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible.

12. investigating2025-10-20 17:33 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

13. investigating2025-10-20 18:03 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

14. investigating2025-10-20 18:33 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

15. investigating2025-10-20 19:03 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

16. investigating2025-10-20 19:33 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

17. investigating2025-10-20 20:03 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

18. investigating2025-10-20 20:33 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

19. investigating2025-10-20 21:02 UTC

    We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

20. investigating2025-10-20 21:44 UTC

    We’re currently experiencing degraded performance with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

21. monitoring2025-10-20 22:39 UTC

    We have recovered from the interruption in service caused by the Amazon AWS outage. We will continue monitoring to ensure continued stability of our services.

22. resolved2025-10-21 01:45 UTC

    This incident has been resolved and all services remain operational.

23. postmortem2025-10-21 22:45 UTC

    On October 20, 2025, between 12:03 AM and 3:39 PM PDT, Smartsheet customers were unable to access the platform due to an AWS service outage in the US-EAST-1 region. This incident caused a full disruption of Smartsheet services, preventing users from logging in or accessing core features such as sheets, reports, and dashboards. **Incident Timeline** * **12:03 AM PDT**: Smartsheet engineering first alerted by system errors * **12:11 AM PDT:** AWS announced their investigation of the increased error rates * **2:24 AM PDT**: Initial signs of AWS recovery observed; Smartsheet attempts service restoration. * **7:14 AM PDT**: AWS experienced a secondary disruption, delaying recovery efforts. * **3:01 PM PDT:** AWS services returned to normal operations; Smartsheet begins service restoration. * **3:39 PM PDT**: Smartsheet access and functionality restored across all services.  * **6:45 PM PDT**: Smartsheet services stability confirmed and incident resolved. **Root cause** Investigation revealed the root cause to be AWS DNS resolution issues for regional DynamoDB service endpoints in the US-EAST-1 region, which also led to impairment of the EC2 service. This issue disrupted the ability of Smartsheet services to access core platform data, leading to the service interruption experienced by customers. The Smartsheet team acted immediately to stabilize the platform once the issue was detected. To maintain performance and prevent further disruption, we temporarily paused core services linked to the affected AWS region while restoration efforts were underway. As AWS services stabilized at 3:01 PM PDT, Smartsheet gradually restored all functionality to ensure a reliable and consistent user experience.  **Corrective and preventive actions** We understand how critical Smartsheet is to your operations and sincerely apologize for any disruption this incident may have caused. We’re committed to learning from this event and driving improvements to strengthen our reliability. To help prevent similar issues in the future, we are: * **Evaluating a US cross-region active/passive setup** to enable failover and maintain service availability during infrastructure outages. * **Enhancing our notification system** to operate independently from core services, ensuring timely updates and more granular visibility during incidents. The delivery timeline for these improvements is currently being finalized.

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