Smartsheet Status
This page provides status information for Smartsheet features and functionality. Check back here to view our most up-to-the-minute information on service availability, or click the button above to be notified of interruptions to each individual service. If you are experiencing an issue not listed here try troubleshooting connection issues.
On February 1, 2022 between 9:05 AM and 11:39 AM PST the website https://community.smartsheet.com was unavailable.
The networking team had been performing DNS maintenance during late January, with a change to our primary DNS provider being implemented on 9:30 AM PST on Friday, January 28, 2022. An unrelated change was made on Monday, January 31, which inadvertently removed the Friday change and caused our DNS configuration to revert to a provider that was deprecated. On Tuesday, February 1, the original DNS provider was fully removed without the knowledge that the traffic had been inadvertently rerouted back to the service.
The team was notified on February 1 at 10:30 AM by the community site team, and the networking team diagnosed the issue and reapplied the missing change at 10:39 AM PST. Due to the nature of DNS, full service restoration would have occurred by 11:39 AM PST.
The root cause of this issue was traced to human error, and we have created automation for this specific case to eliminate the risk of recurrence. Additionally, we have modified our internal working practices to prevent issues like this from occurring in the future.