Smartsheet Status

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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

Postmortem: 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.

Resolved: This incident has been resolved and all services remain operational.

Monitoring: 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.

Investigating: 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

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

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

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

Investigating: 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