# Resolved Connectivity Issue Due to AWS outage - Provider: [Smartsheet](https://down.guide/smartsheet) - Level: confirmed - Impact: Operational - lasted 11h 3m - started 2025-10-20 14:42 UTC - Email Notifications, REST API, Smartsheet Website +61 - us, us-east-1 - id: DWN-fd7cd739f0 - Official page: https://stspg.io/svzcvzn78l5k ## Updates from Smartsheet ### 2025-10-20 09:53 UTC: 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 ### 2025-10-20 10:41 UTC: monitoring We're seeing recovery in our services and are working to ensure stability and resolution. ### 2025-10-20 11:12 UTC: monitoring We continue to see recovery in our services and are working to ensure stability and resolution. ### 2025-10-20 12:13 UTC: monitoring We are continuing to monitor and are working to ensure stability and resolution. ### 2025-10-20 12:42 UTC: 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 ### 2025-10-20 14:30 UTC: 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 ### 2025-10-20 14:42 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 15:35 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 16:03 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 16:33 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 17:03 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. ### 2025-10-20 17:33 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 18:03 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 18:33 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 19:03 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 19:33 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 20:03 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 20:33 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 21:02 UTC: investigating We’re currently experiencing an issue with the Smartsheet application caused by an ongoing Amazon AWS outage. We apologize for the inconvenience and are actively working to resolve it as soon as possible. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status ### 2025-10-20 21:44 UTC: 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 ### 2025-10-20 22:39 UTC: 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. ### 2025-10-21 01:45 UTC: resolved This incident has been resolved and all services remain operational. ### 2025-10-21 22:45 UTC: 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. From the builder: does your app depend on Smartsheet? [Sazabi](https://www.sazabi.com/?utm_source=down-guide&utm_medium=markdown&utm_content=smartsheet) detects problems in your own logs without hand-written monitors, and you can ask it in plain language which errors mention Smartsheet. --- down.guide reads providers' official status pages every minute and adds its own evidence, always labeled. Free, no account. Agents: MCP at https://down.guide/mcp, REST at https://down.guide/api/v1, feeds at https://down.guide/feed. 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