Applies to
Issue: Smartsheet is continuously loading, not responding, or not displaying certain items
Troubleshoot and diagnose issues.
Who can use this?
Plans:
- Smartsheet
If Smartsheet is not loading, not responding, or failing to display certain items, the cause may be related to your browser, browser version, or browser extensions or add-ons.
This article will help you troubleshoot and diagnose issues that may cause the following:
- Smartsheet not loading
- Errors when attempting to sign in to Smartsheet
- Inability to open specific items
- Failure to access or download attachments
- Certain hardware functionality, such as your ability to scroll using the mouse wheel
Step 1: Verify you’re using a compatible browser version
For best results, ensure that you’re using the most up-to-date version of the browser and that the browser is compatible with Smartsheet (for browser requirements, see System requirements for using Smartsheet).
Use the following table to help verify your browser version.
| Browser type | Where to find the version number |
|---|---|
| Chrome | Chrome > About Google Chrome |
| Firefox | Settings > Open Help Menu > About Firefox |
| Safari | Safari > About Safari |
Step 2: Troubleshoot issues caused by browser extensions
Open an instance of a browser in incognito or private browsing mode. Try using Smartsheet from that instance of the browser. (For Chrome, incognito mode turns off extensions automatically. It also eliminates any cache cookies behavior. More on using extensions with Chrome on the Google Web Store Help site.)
If Smartsheet works from an incognito browser instance, continue with the next part of this article. (If Smartsheet does not work from an incognito browser instance, check the Smartsheet Status page for information about broader system issues.)
- Log out of Smartsheet.
- Access the extensions for the browser that you use with Smartsheet. To do this, follow the steps for your browser version in the table below.
- Disable all extensions.
- Restart Smartsheet and see if the issue is resolved.
If disabling extensions solves the issue, re-enable the extensions one at a time to see which was causing the issue.
| Browser type | Where to access extensions |
|---|---|
| Chrome | Select the More icon in the upper-right corner of the browser, then select More Tools > Extension. |
| Firefox | Select the menu button, select the Add-ons icon, and select Extensions. |
| Safari | Select the Safari Settings (gear) icon in the upper-right corner of the browser, and then select Preferences > Extensions |
If you determine that a specific extension is impacting Smartsheet, please report the extension issue to Smartsheet Support so we can log the issue with our development team for potential correction.
Step 3: (Windows Only) ensure TLS is enabled
If you're using a Windows computer, ensure that the Transport Layer Security (TLS) security protocol is enabled:
- Click the Start button in the lower-left corner of Windows.
- Select Control Panel.
- Click Network and Internet.
- Open the Internet Options window and click the Advanced tab at the top.
- Scroll down to the bottom and check the boxes to Use TLS 1.1 and Use TLS 1.2.
- Click OK.
Reload the Smartsheet login screen at https://app.smartsheet.com.
Step 4: Work with your IT group to ensure access
If you are using Smartsheet on your corporate network—including using it 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, it’s possible that server or security settings are blocking network activity and causing access issues.
To ensure access to Smartsheet, ask your IT group to add the following to your company’s allowlist:
*.smartsheet.com
s3.amazonaws.com
Your IT department should add the domains to the allowlist, as opposed to specific IP addresses, as the IP addresses can—and do—change periodically.