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.
Smartsheet Application & API
Incident
Report for Smartsheet
Postmortem
- Issue presented on Monday December 29th at 8:00 AM PST:
- Source of issue: Memory leak bug on connections for the load balancers causing the load balancers to fill and refuse connections.
- Result: Connections to Smartsheet application not being established due to memory leak.
- Corrective action: Upgraded load balancers to the latest software patch from the vendor.
- On December 31st, Mark Mader, Smartsheet's CEO, delivered the following message to affected customers:
- This past Saturday, December 27th, we embarked on a significant update to the Smartsheet service. As outlined at http://www.smartsheet.com/blog/new-release-simplified-sign-microsoft-office-365-credentials , it encompassed new features, improvements to software architecture, and transition to a more robust datacenter platform. Most of the update went smoothly and some initial issues were addressed on Sunday. However, subsequent issues arose the following day.
- At approximately 9am Pacific time on Monday, our monitors alerted us of unusually high network traffic and we began receiving customer reports of inconsistent sheet load and save performance. We took immediate steps to investigate and try to resolve the situation. Smartsheet was performing well below our standards and efforts to stabilize traffic were not showing rapid signs of progress. I made the call @ 12:25pm Pacific to put the service into an unscheduled maintenance mode -- preventing all users from accessing the service. This decision was not made lightly and on behalf of the entire Smartsheet team -- we sincerely apologize for the interruption we may have caused you and those with whom you collaborate.
- Through collaboration between our staff and engineers at our datacenter and network infrastructure providers, updates were applied to our new network devices and we came back online later that day at 2:56pm Pacific. The service has performed well since that point.
- The primary objective of the update was to dramatically improve Smartsheet’s ability to scale from the 50,000+ organizations we have as customers today to the more than 500,000+ we plan to serve in the very near future. Thank you for your patience and support as we take steps to provide a superior service for each of you.
- We strive to deliver a valuable, secure, and reliable service 24x7x365. While our track record on this front has been excellent the past nine years, we are measured on and only as good as our latest hour. If you would like to track how we are doing, I encourage you to sign up for service notifications at http://status.smartsheet.com/.
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Your passion and commentary exhibited on social, email, and via phone are good reminders to all of us at the company that there is nothing more important than the trust of our customers and meeting your high expectations on availability and security.
We look forward to the opportunity to continue earning your trust in the year ahead.
Best Regards,
Mark
Resolved
We have completed the monitoring period. A postmortem will be posted by Friday January 2nd 5:00 PM PST. Thank you for you understanding and we apologize for the work interruption.
Update
With the system maintenance complete, we've fixed the recent technical issue and will be monitoring the Smartsheet application through Tuesday the 30th to make sure everything is operating normally.
Update
We've identified the cause of recent technical issues on Smartsheet and are working on it right now. We'll be back shortly. Thanks for your patience.
Monitoring
We've fixed the recent technical issue and are currently monitoring the Smartsheet application to make sure everything is operating normally.
Update
We are in the process of applying a hotfix from our network supplier. We will be continuing to triage this issue once this hotfix is applied. Thanks for your patience.
Identified
We've identified the cause of recent technical issues on Smartsheet and are working on it right now. We'll be back shortly. Thanks for your patience.
Monitoring
We've fixed the recent technical issue and are currently monitoring the Smartsheet application to make sure everything is operating normally.
Identified
We've identified the cause of recent technical issues on Smartsheet and are working on it right now. We'll be back shortly. Thanks for your patience.
Investigating
The Smartsheet Application is currently experiencing some technical issues. Rest assured we're aware of the issue and are working on it right now. We should be back online shortly. Thanks for your patience.
This incident affected: Notifications (Email Notifications), Core Application (Single Sign On ( Company Credentials ), Sheets, Reports), Resource Management (Smartsheet Resource Views), and Search.