Salesforce connector is experiencing intermittent issues

What to do

• Check whether you use Smartsheet Salesforce Connector, Customer Support Portal. Check your stack

  Paste a package.json, lockfile, Terraform or a list of domains at down.guide/stack to see every provider you depend on.

• Confirm your retries, queues and scheduled jobs caught up after the 10h 26m it lasted.

  Anything that failed between 2026-09-16 10:36 UTC and 2026-09-16 21:02 UTC may need a replay.

• Subscribe to Smartsheet's feed to hear about the next one first. RSS feed

  https://down.guide/feed?provider=smartsheet works in Slack (/feed subscribe), Discord feed bots and any RSS reader.

Updates from Smartsheet 7

1. investigatingSep 16, 2026, 10:36 AM UTC

   We are currently investigating this issue. Services related to Support ticket creation may also expericence issues. Our team is actively working on a resolution and will share updates until the issue reaches monitoring status.

   provider

2. identifiedSep 16, 2026, 11:27 AM UTC

   This issue has been identified and a fix is being implemented in coordination with our partners.

   provider

3. monitoringSep 16, 2026, 12:40 PM UTC

   A fix rollout is in progress. We will continue to provide updates as we monitor impact.

   provider

4. monitoringSep 16, 2026, 3:31 PM UTC

   We are observing stability being restored for the Salesforce Connector and creating Support Cases through the Customer Support Portal. We are continuing to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.

   provider

5. monitoringSep 16, 2026, 6:51 PM UTC

   We are observing continued stability for the Salesforce Connector and Customer Support Portal. We will continue to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.

   provider

6. resolvedSep 16, 2026, 9:02 PM UTC

   The Salesforce Connector and Customer Support Portal functionality have been fully restored and are operating normally. The incident is now resolved.

   provider

7. postmortemSep 23, 2026, 4:50 PM UTC

   On September 16th, 2026, starting at approximately 3:36 AM PDT, customers began experiencing intermittent errors with the Salesforce Connector and with creating cases through the Customer Support Portal. The issue was caused by a widespread outage at our upstream CRM service provider, which affected instance stability and API availability across multiple regions. Our team began monitoring the provider's status closely once impact was confirmed and worked in parallel with them as they rolled out a fix fleetwide. The rollout proceeded in stages and needed to be reapplied to a subset of instances before it fully took hold, which is why customers continued to see intermittent errors throughout the morning even as conditions improved. By 11:51 AM PDT we were observing sustained stability, and our upstream provider confirmed full resolution on their end at approximately 11:59 AM PDT. We confirmed the Salesforce Connector and Customer Support Portal were fully restored and operating normally by 2:02 PM PDT. Some customers who had connectors actively refreshing credentials during the outage window may have been left with an expired authentication token as a residual effect, since our provider's authentication endpoint was also impacted. Affected customers can resolve this by reconnecting the Salesforce Connector to obtain a fresh token and re-enabling any workflows that were disabled as a result.

   provider

Corrections

None so far.

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