You may be experiencing a Domain Name System (DNS) error if you navigate to Smartsheet to attempt to log in and instead receive an error similar to the following:
- 404 not found
- This site cannot be reached
- This site is under maintenance
This article includes steps you can perform to verify and troubleshoot this issue.
This article assumes that you have knowledge of how to troubleshoot technical aspects of your network (including potentially changing settings to your router) and how DNS works. If that isn’t the case, please reach out to your organization’s IT team or directly to your Internet Service Provider (ISP).
Check for recent Smartsheet maintenance
First, visit the Smartsheet Status page to confirm whether there was recent maintenance to the service. If the time of the recent maintenance coincides with the time you started experiencing a 404 error, a DNS issue may be the cause.
Status Page Link: https://status.smartsheet.com/
Although checking for maintenance is a great first step to take in verifying the issue, it’s also possible that you’re experiencing a DNS issue that doesn’t align with the timeframe of recent Smartsheet maintenance.
Flush your local DNS cache
DNS cache stores the locations of web servers (IP addresses) that contain web pages that you have recently viewed. You can clear the DNS cache to make sure that it’s accessing the most current IP addresses.
For more information about how to do this, please see this resource provided by Cpanel: How To Clear Your DNS Cache.
Once DNS cache has been flushed, restart your browser and navigate to https://app.smartsheet.com to see if you can access Smartsheet.
Have your ISP flush the cache
If flushing your local DNS cache doesn’t work, try one of the following:
- If you’re on a company network, work with your organization’s IT team. They may need to flush the DNS cache from their end or work with your company’s internet service provider (ISP) to flush the cache.
- Contact your ISP directly to have them flush the DNS from their end.
Use a public DNS server
If the above steps don’t resolve your issue, you can try using a public DNS server to see if that fixes the problem. Three available services are Cloudflare, Cisco OpenDNS, and Google Public DNS. For more information, visit the sites listed in the following table.
|Public DNS Service||URL for More Information|
|126.96.36.199 Cloudflare DNS||https://188.8.131.52/
There’s a tutorial here that provides a good walkthrough of what DNS is and why you’d want to change it.
|Google Public DNS||https://developers.google.com/speed/public-dns/|