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 helps you troubleshoot and diagnose the following issues:
- 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 and guidelines for using Smartsheet.
Use the following table to help verify your browser version.
| Browser type | Where to find the version number |
|---|---|
| Chrome | Help> 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, and try using Smartsheet. (For Chrome, incognito mode turns off extensions automatically. It also eliminates any cache cookies behavior. Learn more about using extensions with Chrome on the Google Web Store Help site.)
If Smartsheet does not work from an incognito browser instance, check the Smartsheet Status page for information about broader system issues.
If Smartsheet works from an incognito browser instance, try the following steps in your regular browser:
- 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.
- Deactivate all extensions.
- Log back into Smartsheet to see if the issue is resolved.
If deactivating 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 browser's upper-right corner, then select Extensions > Manage Extensions. |
| 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 select Preferences > Extensions. |
If you determine that a specific extension is impacting Smartsheet, please report the extension issue to Smartsheet Support so that our development team can log the problem and potentially correct it.
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:
- 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 4: 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 to your company’s allowlist:
*.smartsheet.com
s3.amazonaws.com
If you use Smartsheet EU, add the .eu variants at the end of each domain.
Your IT department should add the domains to the allowlist instead of specific IP addresses, as IP addresses can—and do—change periodically.
If you continue to experience issues after following the steps above, see Get online Help and support.