# Document Generation Request Delays

- Provider: [Smartsheet](https://down.guide/providers/smartsheet)
- Confidence: Confirmed
- Impact: Partial outage
- lasted 2h 31m
- started 2025-12-04 18:55 UTC
- Document Builder
- id: DWN-53aeef8ba7
- Official page: https://stspg.io/71303cjzk4qr

## Root cause
> The issue occurred due to increased load on the back end service following a recent code change and was resolved by 11:30am Pacific Time.

Category: Deploy or config change. [Postmortem](https://stspg.io/71303cjzk4qr)

## Updates from Smartsheet
### 2025-12-04 18:55 UTC: investigating
We are investigating issues with requests to generate documents impacting Document Generation Automations and manual Document Generation. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.

### 2025-12-04 19:26 UTC: investigating
We are continuing to investigate the cause of issues with requests to Generate Documents impacting Document Generation Automations and manual Document Generation. We will provide frequent updates until we reach a monitoring status.

### 2025-12-04 19:30 UTC: identified
We have identified the issue responsible for the delays with Document Generation and are implementing a fix. We will provide frequent updates until we reach a monitoring status.

### 2025-12-04 19:35 UTC: monitoring
We are observing stability being restored for Document Generation. We are continuing to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.

### 2025-12-04 21:26 UTC: resolved
Document Generation functionality has been fully restored and is operating normally. The incident is now resolved.

### 2025-12-04 21:31 UTC: postmortem
On Thursday, December 4th 2025 at 8:08am, users experienced delays in Document Generation requests to download generated documents or attach them to rows. The issue occurred due to increased load on the back end service following a recent code change and was resolved by 11:30am Pacific Time.

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