Password recovery not working on computer

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I already sent a message to Support but their response was standard, telling me to check my spam or the provider's spam blocker. But it's not like that at all!

The problem is that the message asking me to check my email to reset my password doesn't even appear. Nothing happens when I click "forgot password" on the computer. For now we are using the cell phone app as a workaround for the problem. And it's not just me. Around 10 more people have had the same problem, in other physical locations and on different computers since the last two weeks (there are around 1500 users here). This is causing a lot of distrust about Smartsheet.

We use the Portuguese version, in Brazil, if that's relevant.

Best Answer

  • Genevieve P.
    Genevieve P. Employee Admin
    Answer ✓
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    Hi @paulen

    Thank you for clarifying that none of your users have Browser extensions that may be causing this.

    You noted that you're based in Brazil - I assume this means that your web pages are being translated into Portuguese automatically, when possible.

    I have tested and confirmed that I can see the same behaviour if I have my browser set to show me sites in Portuguese; I'll follow-up with the Support team to show them my recording as well and provide an update on this thread when I have one.

    In the meantime, please do continue to use the direct URL when needed: https://app.smartsheet.com/b/pwd

    Cheers,
    Genevieve

Answers

  • Jason P
    Jason P ✭✭✭✭
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    Hi @paulen

    So you have eliminated through IT they have no spam filters (like Mimecast) & email addresses were correct.. Really odd mate and worth requesting it be escalated to a T2 or 3 engineer to investigate. Before doing that try searching for "pleasereply@em.brandfolder.com", "password reset" and "Smartsheet account". If nothing at least in your ticket to Smartsheet you can say you have tried keyword searches…

    Cheers.

    Forever forwards Backwards never.

  • paulen
    paulen ✭✭✭
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    Thanks @Jason P

    I'm already tired of waiting for support to respond. The incredible thing is that in my support request I said that it is not spam, that it is not the provider's filter and the problem is happening on different computers in different locations, with different servers. But even so, the standard response came: look at the spam, check with the provider and such common places. I reiterate: NOTHING happens when I click on "forgot password"! The screen that says I have to check my email doesn't even appear.

  • Jason P
    Jason P ✭✭✭✭
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    Hi @Andrée Starå

    Any ideas here? hard to believe @paulen is the only one affected.

    Cheers.

    Forever forwards Backwards never.

  • Andrée Starå
    Andrée Starå ✭✭✭✭✭✭
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    Hi,

    I hope you're well and safe!

    No ideas! It's strange because it's tested on different computers and locations.

    Please review and test this list.

    Try these troubleshooting steps first.

    • Check the Smartsheet Status page if there are any reported issues:
    • 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

    Any difference?

    I hope that helps!

    Be safe, and have a fantastic weekend!

    Best,
    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

    Did my comment help or answer your question? Please support the Community and me by marking it 
    💡 ⬆️ ❤️ or/and as the accepted answer. It will make it easier to find a solution! Thanks!

    SMARTSHEET EXPERT CONSULTANT & PARTNER

    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

    W: www.workbold.com | E:andree@workbold.com | P: +46 (0) - 72 - 510 99 35

    Feel free to contact me for help with Smartsheet, integrations, general workflow advice, or anything else.

  • paulen
    paulen ✭✭✭
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    Hi @Andrée Starå

    I tried all the suggestions listed. And remember that the problem is happening on different computers and in different places (Smartheet is used in 50 state agencies here in Brazil).

    To make it extremely clear: when I click on forgot password, it comes back to exactly the same screen as the initial login and nothing happens. This is a problem that is already being placed as a major risk in our risk matrix, the lack of trust in Smartsheet! And I, as an administrator, am finding myself in a difficult position, because with 1500 users there is always someone who forgets their password!

  • Andrée Starå
    Andrée Starå ✭✭✭✭✭✭
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    So strange!

    Unfortunately, I think you'll have to wait for Smartsheet Support.

    Please let us know what the issue was.

    Remember! Did my comment help or answer your question? Please support the Community and me by marking it 💡 ⬆️ ❤️ or/and as the accepted answer. It will make it easier to find a solution! Thanks!

    SMARTSHEET EXPERT CONSULTANT & PARTNER

    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

    W: www.workbold.com | E:andree@workbold.com | P: +46 (0) - 72 - 510 99 35

    Feel free to contact me for help with Smartsheet, integrations, general workflow advice, or anything else.

  • Genevieve P.
    Genevieve P. Employee Admin
    edited 05/22/24
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    Hi @paulen

    I agree that this is strange - to outline the expected behaviour and what appears on my browser (Chrome on a Mac), you should see a URL when you hover over the "Forgot your Password" link:

    Then when you click on it, that URL should take you to this page:

    It sounds like you're not making it to the second page, which of course means you won't be getting an email since you're unable to verify the email address to send it to.

    In this instance, since I cannot replicate this, I agree that it may be related to your Browser. Is there any possibility that in the last few weeks a new browser extension was added for some users? This could prevent a redirect from a URL or cause the page to reload? (Like a pop-up blocker).

    I know you have tried other computers, but have you tested completely different Browsers, or turning off your browser extensions? Here's an article that goes through those steps: https://help.smartsheet.com/articles/2482310-issues-loading-saving-downloading#toc--step-2-troubleshoot-issues-caused-by-browser-extensions

    In the meantime, you should be able to send your users to this Help Page instead, and have them use the Password Reset button there:

    https://help.smartsheet.com/articles/2480381-troubleshoot-login-issues

    Thank you for continuing to troubleshoot with Support and with us in the Community!

    Cheers,
    Genevieve

  • paulen
    paulen ✭✭✭
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    Hi @Genevieve P.

    The problem is exactly what you presented. Users do not reach the second screen. The intermediate solution we are using is to carry out the procedure via the cell phone app (but oddly enough, there are people who find this difficult). Remember what I said, there are a lot of people! See the print below. These people are spread across several different locations in our state, with different computers and browsers. This is really causing problems! I sent a video to support yesterday demonstrating the problem.

  • Genevieve P.
    Genevieve P. Employee Admin
    Answer ✓
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    Hi @paulen

    Thank you for clarifying that none of your users have Browser extensions that may be causing this.

    You noted that you're based in Brazil - I assume this means that your web pages are being translated into Portuguese automatically, when possible.

    I have tested and confirmed that I can see the same behaviour if I have my browser set to show me sites in Portuguese; I'll follow-up with the Support team to show them my recording as well and provide an update on this thread when I have one.

    In the meantime, please do continue to use the direct URL when needed: https://app.smartsheet.com/b/pwd

    Cheers,
    Genevieve

  • paulen
    paulen ✭✭✭
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    Hi @Genevieve P.

    Thank you very much! Glad you were able to reproduce the error. I hope this is resolved as soon as possible.

  • Jason P
    Jason P ✭✭✭✭
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    @paulen

    Just checking in mate - how's the URL direct going?

    Cheers.

    Forever forwards Backwards never.