Unable to download documents which is attached in Smartsheet

Sreerag A V

Hello Smartsheet Community.

I'm a Smartsheet user having enterprise license. Me and my team are facing issue in downloading documents which is attached in Smartsheet. I would like to know if the same issue is facing by someone in the community.

Thank you!

Andrée Starå

Hi @Sreerag A V

I hope you're well and safe!

What happens?

I hope that helps!

Be safe, and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Sreerag A V

Hello @Andrée Starå

Thanks for reaching out to me!

The issue is related to downloading the fiels from Smartsheet.

We are not able to download any kind of files from Smartsheet view or sheet. This is impacting our business as we are relaying on the documents most of the time.

Do you have any solution for the mentioned issue?

Thanks in advance!

Andrée Starå

@Sreerag A V

Happy to help!

Strange!

Can you share some screenshots? (Delete/replace any confidential/sensitive information before sharing) That would make it easier to help.

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Sreerag A V

Sure @Andrée Starå ,

I have attached the Screenshots. First screenhot is the Smartsheet View which we are using. When we click on the file, it used to automatically downalod. However it is not happening now.

Some files are partially downloading and unable to open and it is showing as you can see in the second screenshot.

Thank you!

Andrée Starå

@Sreerag A V

You're more than welcome!

I don't think this is a Smartsheet issue but a browser or similar issue instead.

Try these troubleshooting steps first.

• Log out / in again.
• Try a different browser
• Try the browsers in Private/Incognito mode
• If possible, check if other users have the same issue

If the steps above don't solve it, and If you haven't already, I recommend submitting a support ticket through the new Smartsheet Support Portal and providing the results of the troubleshooting steps above.

Did that work/help?

I hope that helps!

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Sreerag A V

Hello @Andrée Starå

Thanks for sharing the troubleshooting steps. Unfortunately none of the steps can resolve the issue.

Myself and couple of my team mates tried with Microsoft Edge, that also behaving same as Chrome. Most of my team mates are facing the mentioned challenge, however some are able to download the files. Not sure, what is the cause of this challenge. Could you please advice?

Attached the screenshot of the page which is displaying when we try to download the file from sheets.

Thank you!

Andrée Starå

@Sreerag A V

I'm always happy to help!

Did you test the browsers in Incognito/Private mode?

What browser are those that can download using?

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Sreerag A V

@Andrée Starå

Yes, tested in Incognito/private window.

As per the recommendation from our organization, we are supposed to use only Google Chrome and Microsoft Edge. We have tried both the browsers.

Andrée Starå

@Sreerag A V

I haven't heard of anyone else having issues, so I think it's local. It could be your network or similar, but I recommend contacting Smartsheet Support.

Feel free to report back what the issue was.

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Sreerag A V

Thank you somuch @Andrée Starå for looking into the mentioned issue.

I have already raised a case with Smartsheet Support, 3hrs back. They haven't come back yet. I'll keep you informed if I get any update.

Thank you!

Sreerag A V

Hello @Andrée Starå

Hope you are doing good!

Finally we got an update that the issue is not related to Smartsheet, however it is connected with the browser (Chrome and Edge). Our IT and Network team has confirmed and noted P1 incident. Right now, everything back to normal and we are able to download the files.

Thank you so much for your help an support.

Have a great day!

Andrée Starå

@Sreerag A V

Excellent news!

Glad you figured it out!

You're more than welcome!