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On May 18th, 2025 at 8:30 PM PDT, an infrastructure change was made that prevented form submissions with contact data from populating on their corresponding sheet. Our Engineering team identified the issue at 10:40 AM PDT on 5/19/25. A fix was made to address this issue at 11:10 AM PDT and any impacted form submissions were processed and added to their sheets by 12:45 PM PDT.

This incident has been resolved.

A fix has been implemented, so the issue will not reproduce and all impacted submissions have been restored to the sheets. We are monitoring to ensure continued stability of this feature.

We have identified the issue and taken action to resolve. Form submissions moving forward will succeed. We are working on restoring form submissions which previously failed. We will continue to provide frequent updates as we work towards resolution.

We are currently investigating some customer reports of form submissions not reaching the sheet. We've determined that this only occurs when there is a contact field in the form. We will continue to provide frequent updates as we work towards resolution.

We are currently investigating some customer reports of form submissions not reaching the sheet. We've determined that this only occurs when there is a contact field in the form. We will continue to provide frequent updates as we work towards resolution.

Between September 24th, 6:02 PM PT and September 25th, 3:06 PM PT, customers experienced delays in receiving emails. The issue was identified and a fix was implemented. The problem has been fully resolved. We apologize for any inconvenience caused.

This incident has been resolved.

We have identified the issue and are taking actions to resolve.

We are currently investigating some customer reports of email not delivered from Smartsheet Gov. In-app notifications continue to function as expected. We will continue to provide frequent updates as we work towards resolution.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We're investigating impact to our service regarding Automated Workflows. Users might experience delayed automations and issues with updating and creating new workflows.

At 3:51 PM PDT on August 5th, 2024, Smartsheet was alerted to an issue with a SAML certificate that was scheduled to be updated by 4:00 PM PDT for Smartsheet Gov. To mitigate any issues, Smartsheet restored the previous working certificate and posted the matching metada to [https://www.smartsheet.com/smartsheet-saml2-sp-metadata\_gov.xml.](https://www.smartsheet.com/smartsheet-saml2-sp-metadata_gov.xml.) Smartsheet intends to schedule and communicate a new certificate update window once we learn more.

This incident has been resolved.

The SAML Certificate used in Smartsheet GOV has been restored to the previously working version and the matching metadata file is now available at https://www.smartsheet.com/smartsheet-saml2-sp-metadata_gov.xml for download and use with your IdP. We are continuing to monitor to ensure the stability of the platform.

We are in the process of rolling back the SAML Certificate update from today. Please do not update to the new certificate and use the previous certificate.

The service was unavailable due to a networking issue. We resolved the issue and service has been restored.

This incident has been resolved

A fix has been implemented and we are monitoring to ensure continued stability of this feature.

We are currently investigating some customer reports of cell link update failures. We will provide an update in 60 minutes.

On Monday April 22, 2021 at 6:14 AM PST, a small volume of customers reported slow loading times in Smartsheet Gov when opening sheets. At 8:13 AM PST the issue was impacting a large volume of customers and communication was posted that loading times were slower than normal. Upon investigation, the cause of the problem was identified as an issue with a front end feature check and a rollback was completed to improve degraded performance. At 10:50 AM PST the issue was resolved and normal load times were returned for Smartsheet Gov sheet users. We are making improvements based on our learnings from the incident to avoid similar incidents in the future.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented. We will provide an update in 60 minutes.

We are currently investigating some customer reports of slowness when opening sheets.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are current investigating issues with Legacy Resource Management Views not loading correctly.

On January 8th, 2024 starting at 1:43 pm PST, some Gov customers were unable to access Smartsheet. Our engineering teams were able to identify and mitigate the issue, and the service was available by 2:16 pm PST.

This incident has been resolved.

A fix has been implemented and Smartsheet Gov is working as expected. We will continue monitoring the results.

We are investigating issues logging into Smartsheet Gov and will provide an update within the next 30 minutes.

On December 20, 2023 at 6:25am PST, a database update \(and resulting IP address change\) caused Smartsheet Gov to be inaccessible.  Our engineers were able to restart the affected services and restore to full operational state by 7:40am PST.  We are making improvements based on our learnings from the incident to avoid similar incidents in the future

This incident has been resolved.

A fix has been implemented and Smartsheet Gov is working as expected. We will continue monitoring the results.

We are investigating issues logging into Smartsheet and will provide an update within the next 30 minutes.

We are investigating issues logging into Smartsheet and will provide an update within the next 30 minutes.

> On December 13th, 2023 at 4:02am, some customers in the Smartsheet Gov region were unable to access the application due to a DNS issue. The issue was resolved and access resumed for all customers approximately 45 minutes later.

This incident has been resolved.

We are continuing to investigate issues logging into Smartsheet and will provide an update within the next 30 minutes.

We are investigating issues logging into Smartsheet and will provide an update within the next 30 minutes.

On June 13th, 2023 at 06:00 PM PDT, the Favorites tab on the Smartsheet Gov site began displaying as blank. We were able to identify the issue that caused this and confirmed that actual favorited items were unaffected. We included the fix in a scheduled maintenance that was run on June 14th at 5:30 PM PDT and confirmed that the issue was resolved for customers at 7:24 PM PDT.

This incident has been resolved.

A fix has been implemented and the Favorites tab is working as expected. We will continue monitoring the results.

This issue will be resolved as a part of the Smartsheet Gov maintenance scheduled at 5:30 PM PT today. We will monitor for continued stability after the maintenance is complete.

The issue has been identified and we are working towards a resolution.

We are continuing to investigate customer reports of the Smartsheet Gov Favorites tab not loading. We will provide an update in 60 minutes.

We are currently investigating customer reports of the Smartsheet Gov Favorites tab not loading. We will provide an update in 60 minutes.

On June 13th, 2023 at 08:00 PM PDT, a service configuration was updated that impacted the Smartsheet Gov site. During that time, some customers were unable to log into the Smartsheet Gov portal. We were able resolve the configuration issue and restore full operation to the portal by June 14th 10:06 AM PDT.

This incident has been resolved.

We are continuing to monitor for any further issues.

We have identified the issue and implemented a fix. We will continue to monitor the situation.

We are working to resolve the identified issue. We will provide an update in 60 minutes.

We have identified an issue and are working to resolve it. We will provide an update in 60 minutes.

We are currently investigating some customer reports of Smartsheet not loading consistently. We will provide an update in 60 minutes.

This incident has been resolved.

Our Gov cloud host provider is currently experiencing an outage. Users may experience issues in Control Center and utilizing reports or other core features within Smartsheet Gov. For additional detail, please refer to: https://status.aws.amazon.com/govcloud

Our Gov cloud host provider is currently experiencing an outage. For additional detail, please refer to: https://status.aws.amazon.com/govcloud We are currently working with them to remediate this issue.

We are currently investigating issues accessing Smartsheet Gov Control Center. We will provide an update in 30 minutes.

The service was unavailable due to a networking issue. We resolved the issue and service has been restored.

This incident has been resolved.

A fix has been implemented and we are monitoring the service.

We are continuing to investigate customer reports of issues accessing Smartsheet Gov. We will provide updates as we have them.

We are continuing to investigate customer reports of issues accessing Smartsheet Gov. We will provide an update in 30 minutes.

We are continuing to investigate customer reports of issues accessing Smartsheet Gov. We will provide an update in 30 minutes.

We are continuing to investigate customer reports of issues accessing Smartsheet Gov. We will provide an update in 30 minutes.

We are currently investigating issues accessing Smartsheet Gov. We will provide an update in 30 minutes.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Our monitoring systems have detected intermittent email delivery and in-application notification delays for Update Requests. Other app-generated emails and notifications such as those generated from automation rules, sheets sent as an attachment, and approval requests are not affected. We are investigating and will provide an update within the next 30 minutes.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are continuing to investigate this issue. We will provide an update in 30 minutes.

We are currently investigating an issue where users are not being sent Update Request notifications. We will provide an update in 30 minutes.

When your product or service isn’t functioning as expected, let your customers know by creating an incident. Communicate early, even if you don’t know exactly what’s going on.

Empathize with those affected and let them know everything is operating as normal.

As you continue to work through the incident, update your customers frequently.

Let your users know once a fix is in place, and keep communication clear and precise.