Smartsheet incident: Sheet Loading and Saving

Affected components

• Sheets

1. postmortemSep 10, 2025, 03:09 UTC

   Starting at approximately 9:00 PM PT on September 7, 2025, we began receiving reports of AJAX errors when users attempted to save sheets. The issue was reproducible only for users whose ISPs were located in APAC regions. Monitoring of other regions \(US, EU\) did not show similar behavior. A status message was posted to indicate we were investigating potential upstream provider issues. We recommend that users in affected regions check with their ISP, as the issue was not isolated to our service. We continued monitoring throughout the evening of September 8 and during the day on September 9. Reports gradually decreased, and status page traffic also declined. By 6:30 PM PT on September 9, with reports subsiding and no new impact observed, we removed the status message and closed out the incident.

2. resolvedSep 10, 2025, 01:30 UTC

   This incident has been resolved

3. monitoringSep 9, 2025, 17:28 UTC

   We’re monitoring some customer reports from Australia and New Zealand regions with intermittent networking issues between their ISPs and US-based web applications. If you’re experiencing these issues, please contact your ISP to investigate.

4. investigatingSep 9, 2025, 16:38 UTC

   We are continuing to investigate with our upstream network providers.

5. investigatingSep 9, 2025, 14:40 UTC

   We are continuing to investigate with our upstream network providers.

6. investigatingSep 9, 2025, 12:38 UTC

   We are continuing to investigate with our upstream network providers.

7. investigatingSep 9, 2025, 10:07 UTC

   We are continuing to investigate with our upstream network providers.

8. investigatingSep 9, 2025, 08:08 UTC

   We are continuing to investigate with our upstream network providers.

9. investigatingSep 9, 2025, 06:04 UTC

   We are continuing to investigate with our upstream network providers.

10. investigatingSep 9, 2025, 04:07 UTC

    We are continuing to investigate this issue.

11. investigatingSep 9, 2025, 03:09 UTC

    We're currently investigating intermittent reports of occasional issues loading or saving sheets

What APIStatus.watch saw

Our 5-minute checks didn't record a change in Smartsheet's overall status around this incident. Smaller or regional incidents often leave a provider's overall status green.

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• Vimeo: Thumbnails failing to loadMinor · Sep 9, 2025, 22:49 UTC

How often does Smartsheet have incidents?

Smartsheet reported 10 incidents in the last 90 days, 8 of them major or critical. A typical incident lasted 3h 33m. See Smartsheet's uptime and incident history