# Smartsheet: Resolved Connectivity Issue Due to AWS outage

- Impact (vendor’s label): none
- Status: postmortem
- Started: 2025-10-20 14:42 UTC · Resolved: 2025-10-21 01:45 UTC · Duration: 11 h
- Updates: 23 · 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, Apps - Mobile App, Mobile App, In App Notifications, Notifications - In App Notifications, Digital Asset Management (Brandfolder) - Integrations, Integrations, Conversations, Notifications - Conversations, Advance Capabilities - Calendar, Calendar, Help and Community - Smartsheet University, Smartsheet University, Apps - Desktop App, Desktop App, Content Automation Rendering Services, Digital Asset Management (Brandfolder) - Content Automation Rendering Services, Search, Digital Asset Management (Brandfolder) - SmartCDN, SmartCDN, 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 ), Help and Community - In-App Chat, In-App Chat, Core Application, Digital Asset Management (Brandfolder) - Core Application, Asset Upload, Digital Asset Management (Brandfolder) - Asset Upload, Help and Community - Marketplace and Solutions Center, Advance Capabilities - DataTable, DataTable, API Access Tokens, Developers and API - API Access Tokens, Connectors - Jira Connector, Jira Connector, Document Builder, Documents - Document Builder, In App Workflows, Workflows - In App Workflows, Customer Support Portal, Help and Community - Customer Support Portal, 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, Help and Community - Community, Resource Management - Smartsheet Resource Views, Smartsheet Resource Views, Attachments, Documents - Attachments, Core Application - Smartsheet Login, Smartsheet Login, Document Proofing, Documents - Document Proofing, Digital Asset Management (Brandfolder) - Smartsheet Brandfolder Integration, Smartsheet Brandfolder Integration, Content Automation Integrations, Digital Asset Management (Brandfolder) - Content Automation Integrations, Developers and API - Webhooks, Webhooks, Core Application - Reports, Reports, Content Automation Templating, Digital Asset Management (Brandfolder) - Content Automation Templating, Connectors - Tableau Connector, Tableau Connector, Help and Community - Smartsheet Website, Smartsheet Website, Help and Community - Help Center, Asset Upload - SFTP, Digital Asset Management (Brandfolder) - Asset Upload - SFTP, Developers and API - REST API, REST API, Digital Asset Management (Brandfolder) - Insights, Insights, Sharing, Workflows - Sharing, Advance Capabilities - Dynamic View, Dynamic View, Advance Capabilities - Control Center, Control Center, Advance Capabilities - Pivot, Pivot, Content Automation APIs, Digital Asset Management (Brandfolder) - Content Automation APIs, Content Automation Platform, Digital Asset Management (Brandfolder) - Content Automation Platform, Connectors - ServiceNow Connector, ServiceNow Connector, Connectors - Dynamics Connector, Dynamics Connector, Brandguide, Digital Asset Management (Brandfolder) - Brandguide, Sign in via Google, Third Party Sign In - Sign in via Google, Documents - File Library, File Library, Resource Management, Resource Management - Resource Management, 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, AI Tools
- [Vendor status page: https://stspg.io/svzcvzn78l5k](https://stspg.io/svzcvzn78l5k)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)

## Timeline of updates

- **investigating** 2025-10-20 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
- **monitoring** 2025-10-20 10:41 UTC: We're seeing recovery in our services and are working to ensure stability and resolution.
- **monitoring** 2025-10-20 11:12 UTC: We continue to see recovery in our services and are working to ensure stability and resolution.
- **monitoring** 2025-10-20 12:13 UTC: We are continuing to monitor and are working to ensure stability and resolution.
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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.
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **investigating** 2025-10-20 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
- **monitoring** 2025-10-20 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.
- **resolved** 2025-10-21 01:45 UTC: This incident has been resolved and all services remain operational.
- **postmortem** 2025-10-21 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.


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Canonical: https://rewindex.com/company/smartsheet/incidents/x5p4b5d29j0z · Markdown: https://rewindex.com/company/smartsheet/incidents/x5p4b5d29j0z.md · JSON: https://rewindex.com/api/v1/companies/smartsheet/incidents/x5p4b5d29j0z · Generated 2026-10-18T11:45:13.112Z