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    Be aware of one-time Smartsheet login screen update

    2

    Comments

    • ✭✭✭

      Hi! Our team is experiencing a new issue that I'm hoping you can help with. SmartSheet is making us log in every time the site is loaded - even though we have an SSO and historically we were able to enter it once and then only re-enter after a hard shut down. Is this working as intended? We need to enter in our email address multiple times per day as we access and close out…this seems like an unintentional glitch. Is there a workaround? Or a fix?

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    • ✭✭

      Our team is having the same issue that is being reported here. It's incredibly difficult to get users to login that aren't managing the sheets anyway, but this makes it much worse.

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    • ✭✭

      Same here. Very frustrating! Why is this happening

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    • ✭✭✭✭✭

      This is not a one-time step for us. We are prompted each time we log in. Also, integration with Teams has become problematic.

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    • ✭✭
      edited 08/21/24

      I would like to add that this change has caused a lot of headache and concern here at Johns Hopkins as well. Users are reaching out daily with reported login issues.

      Before this change, you would enter your email, click next, and then the company login option would appear, assuming your username/email has a domain in a Smartsheet plan with SSO enabled. In its current and updated state, the default login screen now shows both the email and password fields, which almost implies that you must enter a native Smartsheet password to proceed with logging in/access the company login option. This is not the case. If you enter your email but not password, you'll then see the Company Login option. You'll also receive an error message "the information you entered is incomplete or invalid". It would be best to hide the password field until you click Sign In after entering your username/email. This way users are then presented with the option to use company login or proceed with entering a native password. At Johns Hopkins, we support both email/password and SAML/SSO logins, but now it seems the SSO/company login is more hidden and requires extra steps to utilize it. This is not a welcomed change.

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    • ✭✭✭

      @Samuel Mueller - Did you get this resolved from the ticket you opened? We are about to open one but came here first to see what others are experiencing.

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    • Overachievers
      edited 08/26/24

      @Alexandra DeYoung not at all, they just gave me generic instructions which did not work. I asked them to share with engineering, and also tagged @Pawan Shukla for the case number so hopefully he can follow up with it. We are still seeing the same issues across our organization.

      You should still open one though hopefully if they get enough they will look closer at it.

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    • ✭✭✭✭
      Samuel Mueller

      @Samuel Mueller

      I opened another ticket today surrounding this. I am nearing the end of a long solution development process including many different teams and this issue is extremely frustrating as I did not catch it sooner. We may have to pivot and look at a different solution because of this confusion. It is extremely counter intuitive to enter without a password and continue through an error message. This cannot be the intended outcome of the recent update.

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    • ✭✭✭✭✭

      Smartsheet … can you please consider a sign in process similar to the one that Zoom uses? Image attached. Would make things a lot clearer for Smartsheet users. We could teach our users to click on the SSO button.

      ZoomLogIn.PNG
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    • Overachievers

      @Pawan Shukla awesome! Thank you for the feedback.

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    • Community Champion

      I had the same problem for the last week and a half or so with needing to manually log in every day. Today I was able to log in successfully with my SSO, so wanted to let folks know that it's possible the bug is close to, if not already solved.

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    • ✭

      Any updates on this issue? We are still seeing this issue.

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    • Overachievers

      Same

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    • Employee

      @bwoodvine and @Samuel Mueller - Are you both accessing Smartsheet through the desktop app or the web app? We’re asking because some customers are still encountering this issue when using the desktop app. Our team is actively investigating, and we hope to have a fix soon. In the meantime, if you’re using the desktop app, please try logging in via the web app and let us know if the issue continues.

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