Issue: Smartsheet is not loading

Unable to load Smartsheet? Use these steps to resolve the issue.

Plans:

Smartsheet

If you're experiencing issues with Smartsheet not loading, follow these step-by-step instructions to resolve the problem.

Step 1: Check your internet connection

Verify that you have a working internet connection.
Try visiting another website (like google.com) to confirm connectivity.
If other websites don't load, restart your internet connection or contact your internet service provider.

Step 2: Use a supported browser

Smartsheet works best with current versions of these browsers:

Google Chrome (latest version)
Mozilla Firefox (latest version)
Safari (latest version)
Microsoft Edge (latest version)

If you're using an older browser version, consider updating to the latest version. Outdated browsers may have compatibility issues.

Refer to supported operating system (OS) and browser combinations here.

Here's where to check and update your browser:

Chrome: Select the menu icon (⋮) → Help → About Google Chrome
Firefox: Select the menu icon (☰) → Help → About Firefox
Safari: Select Safari → About Safari
Edge: Select the menu icon (⋯) → Help and feedback → About Microsoft Edge

Step 3. Try a private/incognito window

Sometimes browser extensions or cached data can interfere with Smartsheet. Test if the issue persists in your browser's private/incognito mode:

In your browser, open a new private/incognito window (Ctrl+Shift+N in Chrome, Ctrl+Shift+P in Firefox).
Go to smartsheet.com and sign in.
Try accessing the sheet or feature that was having issues.

If it works in private/incognito mode, your browser extensions or cached data may be the problem. Clear your cache completely (demonstrated next) or disable browser extensions (demonstrated later).

Step 4: Clear browser cache and cookies

Browser cache issues are one of the most common causes of Smartsheet loading problems. Clearing your cache refreshes the data your browser is using.

For Chrome:

Select the menu icon (three dots) in the top right corner.
Select Settings.
Select Privacy and security in the left sidebar.
Select Delete browsing data.
Make sure these are selected:
- Cookies and other site data
- Cached images and files
Select All time as the time range.
Select Delete data.
Restart your browser and try Smartsheet again.

For Firefox:

Select the menu icon (three horizontal lines) in the top right corner.
Select Settings.
Select Privacy & Security in the left sidebar.
Under Cookies and Site Data, select Clear Data.
Make sure these are checked:
- Cookies and Site Data
- Cached Web Content
Select Clear.
Restart your browser and try Smartsheet again.

For Safari:

Select Safari in the top menu.
Select Settings.
Select the Privacy tab.
Select Manage Website Data....
Select all entries and select Remove.
Restart your browser and try Smartsheet again.

Step 5: Disable browser extensions

Browser extensions can sometimes block Smartsheet or cause loading issues.

Temporarily disable all browser extensions.
Go to smartsheet.com and try loading again.
If it works, re-enable extensions one by one to find which one is causing the problem.

To disable extensions in Chrome:

Select the menu icon (⋮) → More tools → Extensions.
Toggle off each extension temporarily.
Refresh Smartsheet.

Step 6. Restart your computer

Restart your computer and sign in to Smartsheet.

If Smartsheet won't load at all, continue with the following steps.

Step 7: Try a different browser

To rule out browser-specific issues:

Open Smartsheet in a different browser (Chrome, Firefox, Safari, or Edge).
Log in and try accessing the content.

If it works in a different browser, your primary browser may need a full refresh or reinstall.

Step 8: (Windows only) Ensure TLS is enabled

If you're using a Windows computer, ensure that the Transport Layer Security (TLS) security protocol is enabled:

Select the Start button in the lower-left corner of Windows.
Go to Control Panel.
Select Network and Sharing Center.
Open the Internet Options window and select the Advanced tab at the top.
Scroll to the bottom and check the TLS 1.1 and Use TLS 1.2 boxes.
Select OK.

Reload the Smartsheet login screen at https://app.smartsheet.com.

Step 9: Work with your IT group to ensure access

If you're using Smartsheet on your corporate network—including through a virtual private network (VPN)—try accessing Smartsheet from a personal device that's not on the network or VPN. If the errors don't occur when you access Smartsheet while not on the network or VPN, the server or security settings may be causing the access issue as they block network activity.

To ensure access to Smartsheet, ask your IT group to add the following domains to your company's allowlist:

US region:

*.smartsheet.com 
s3.amazonaws.com

Europian region:

*.smartsheet.eu
s3.amazonaws.eu

Australian region:

*.smartsheet.au
s3.amazonaws.au

Your IT department should add the domains to the allowlist instead of specific IP addresses, as IP addresses can—and do—change periodically.

Troubleshooting checklist

Before contacting support, ensure you've tried these options:

[ ] Verified you have a stable internet connection
[ ] Using the latest version of a supported browser (Chrome, Firefox, Safari, or Edge)
[ ] Tried in a private/incognito window
[ ] Cleared browser cache and cookies completely
[ ] Disabled all browser extensions
[ ] Restarted your computer
[ ] Tried a different browser
[ ] (Windows only) Ensured TLS is enabled
[ ] Your IT group ensured access

When to contact Support

If you've completed all the steps above and still experience issues, contact Smartsheet Support via one of these options:

In-app help: Select the question mark (?) icon in the left navigation bar
Go to Contact Support

Information to provide when contacting support:

Browser and version (for example, Chrome 127)
Operating system (Windows, Mac, Linux)
Error messages you see (if any)
Steps you've already taken to troubleshoot
Screenshot of the issue (if applicable)
When the issue started (new or recent)

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