Welcome to the Smartsheet Forum Archives

The posts in this forum are no longer monitored for accuracy and their content may no longer be current. If there's a discussion here that interests you and you'd like to find (or create) a more current version, please Visit the Current Forums.

Smartsheet Outlook Add In not working

Adam Hutchinson
Adam Hutchinson ✭✭✭
edited 12/09/19 in Archived 2017 Posts

I am trying to attach an email from Outlook to my Smartsheet project.  I have Office 365. I can click on Smartsheet within Outlook, and it asks me to log in to smartsheet.  Upon doing this, the Smartsheet wheel inside my email just keeps spinning and nothing happens - I have waited up to ten minutes to see if it will connect to my sheets, but nothing.  I have used it successfully before, so am a little puzzled.

I am presenting Smartsheet to my boss next week, and this will be a critical function - if it ain't working it won't look good!


  • Kara Lumley
    Kara Lumley Employee
    edited 04/04/18

    Hi Adam,

    Please contact Smartsheet Support for help troubleshooting!



  • Just a heads up so people can google search this instead of having to ask support...

    This is a known issue to Smartsheet, they cant authenticate through Chrome. Temporarily set your default browser to IE or Edge so it can authenticate then switch back. This worked for me no problem. 

  • Just tried via Safari on the Mac and ran into the same issues. Note however that this is after successfully authenticating via Chrome on the Mac and operating without problems for the past few weeks. 

    Will try alternatives - thanks to anyone else (including smartsheet team) for posting any additional info here.

  • @spencer.marlow - A fix was rolled out on Oct 31 to address this issue.  Please let Smartsheet support know if you continue to experience problems logging into the Outlook add-in.  Thank you for reporting the issue.



  • This problem has appeared today. It was working fine the past couple of days.

    My current setup is

    Windows 10 (1709)

    Outlook 2016 onto Office 365 E1 

    Edge Browser

  • @Mark_S - I'm sorry to hear you are still experiencing the login issue.  If you have time we'd appreciate your reaching out to our support organization to troubleshoot further.




  • Paul Watson
    edited 03/20/18

    I am using Office 365 and having exactly the same problem in the desktop app. It works fine in the web app. I had our IT team talk to Smartsheet Support. No solution could be found.

    I've tried changing the default browser to IE based on the above. That's doesn't work either.

  • tom65
    edited 04/04/18

    Good morning everybody!

    Same here :-/

    My steps:

    1. IE is default browser
    2. I start Office365-Oulook-Applikation on Win10
    3. I select the inbox click on "Taskpane"-Button which I got after nstalling "Smartsheet for Outlook"
    4. I click on the link "Connect to Office365"
    5. I enter my Outlook-email address into the login-popup I got and hit "weiter" (=continue)

    This results in the following message:


    • Request Id: 1c35acfb-c203-4fbb-850d-99dfed980100
    • Correlation Id: 973ced90-a18d-4073-b988-5816fdfe2926
    • Timestamp: 2018-03-23T10:07:53Z
    • Message: AADSTS50020: User account '[email protected]' from identity provider 'live.com' does not exist in tenant 'Smartsheet.com' and cannot access the application 'd3cef409-c681-492f-88c3-365b46bc00c5' in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.




    How do I follow this advice? Whats wrong with my account?

    Currently I use my outlook-email-address as a primary address at smartsheet - can't believe that's wrong

    Please help me!

    Best regards



This discussion has been closed.