Major incident

Smartsheet: User & Group Management

Affected: User and Group Management

Current status of Smartsheet: Operational — live Smartsheet status

Timeline

1. Mar 24, 2026, 15:16 UTC
   investigating
   We are investigating blank results showing on User & Group Management pages in Admin Center. Our team is fully engaged in addressing the situation. We will provide frequent updates until we reach a monitoring status.
2. Mar 24, 2026, 16:07 UTC
   identified
   The issue has been identified and a fix is being implemented.
3. Mar 24, 2026, 16:08 UTC
   monitoring
   We are observing stability being restored for the User & Group Management pages in Admin Center. A page refresh or clearing of cache from this page from your browser might be necessary for full resolution. We are continuing to monitor it closely to confirm full service stability.
4. Mar 24, 2026, 18:30 UTC
   resolved
   This incident has been resolved.
5. Apr 3, 2026, 23:20 UTC
   postmortem
   On March 24, 2026, at approximately 07:55 UTC, the Admin Center Client experienced an issue where users were unable to view user groups in the Group Management view and users in the User Management page in certain cases — instead seeing an infinite loading screen. The issue was caused by a recent update to a shared part of the Admin Center interface that controls how loading indicators are shown during searching. In the Group Management area and UserView, this change accidentally made the page think it was always still loading, so users saw a never-ending loading screen and couldn't view groups \(and in some cases users\). The problem was fixed by rolling back that change, which finalized at 09:06 UTC. To prevent recurrence, we are conducting a post-incident review focused on improving monitoring and alerting for failed page renders in key Admin Center views, adding automated synthetic tests, and documenting recovery runbooks to reduce future resolution time.

Updates as published by Smartsheet (original).