Update Request - Unable to determine your identity

BSM865

I use update requests to gather information from my stakeholders. Recently, several users have been experiencing an issue of "Unable to determine your identity, therefore we are unable to process your request. An unexpected error has occurred attempting to process your request. We are sorry for the inconvenience."

I use update requests specifically because users do not have to have an account.

Details:

• This error is occurring in ~5-10% of update requests (all within the same organization).
• If I attempt to open the request from the email chain, I receiver the same error.
• If I manually send an update request to said user with me CC'd, I also receive the error.
• If I manually send an update request to me and then forward to user, they are able to open and complete.

What's causing this seemingly random access issue?

Brian_Richardson

I thought users had to have an account for update requests. At least it seems that way in my own testing.

Nevertheless this sounds like an issue to contact Support about.

Andrée Starå

Hi @BSM865

I hope you're well and safe!

I agree with Brian. Report this to support. This is the first time I've seen that message.

@Brian_Richardson No, that's the great thing with Update Requests. You can send it to anyone, and they don't need to have or get an account.

If you haven't already, I recommend submitting a support ticket through the new Smartsheet Support Portal.

I hope that helps!

Be safe, and have a fantastic weekend!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Marlana K.

would love to know what was causing this issue!

swetha_sankar

I'm struggling with this issue currently too. One of my recipients received this same error message, and I see it as well when I click though her link.

pgeorguson

One of our users just experienced this for the first time yesterday. Haven't found a solution yet, but would love to know if anyone else had any success fixing the issue.