Is anyone experiencing their dashboard freeze or time out after about 20 minutes?

Scott Kirn

We have several dashboards designed and it seems like everyday after about 20 minutes these boards freeze or time out, is this a known issue? Are there any solutions we can try? it does not matter if we use Chrome, or Edge similar results.

ChristianFinke

Hi @Scott Kirn

In my experience, this issue is usually related to browser cache or network issues rather than Smartsheet itself. Try clearing your cache in Chrome or Edge, and disable any extensions that might interfere with Smartsheet. Checking for network stability can also help, as latency issues might affect dashboard performance. If the problem continues, reaching out to Smartsheet Support could provide further insights.

Scott Kirn

Thank you for the reply i will try that

James Buonomo

Hi Scott. Did you resolve the issues of your dashboard freezing after 20 mins? I am running into the same problem. We discovered they are using anywhere from 1 GB to 5 GB while open. Was wondering if you found a fix. Please let me know. Thank you!

PH77

https://community.smartsheet.com/discussion/comment/462203#Comment_462203

Sadly, this is not a browser issue, as I have dozens of tabs open (across both Chrome and Edge), and the only ones that have this freezing behaviour are Smartsheet tabs - other tabs can be open for days, with no issues. It affects sheets, reports, dashboards, all of Smartsheet basically.

This is a new issue, which started early November - before this I had tabs open for days with no issues. But whether this was caused by a browser/chromium change or not, the end result is that only Smartsheet tabs are affected, and hence Smartsheet needs to fix this from their side.

This issue is affecting multiple users in my organization - seems like anyone who leaves Smartsheet tabs open.

I've previously tried dealing with Smartsheet support and from my experience it's not worth the effort - I will see if this gets resolved, otherwise we might just stop using Smartsheet in favour of O365 sheets. Smartsheet license is too expensive for them to just stick their heads in the ground and pretend everything is okay, when it's clearly not.

celtics345

https://community.smartsheet.com/discussion/comment/463859#Comment_463859

Can cosign this. It is a Smartsheet and not a browser issue, as Chrome and Edge ONLY slow down when Smartsheet is being used. Each Smartsheet page also displays a "High Memory Usage" warning, especially our team's main dashboard. The main dashboard takes forever to load, almost to the point of not loading at all, and fails to display a few reports visible on that dashboard. It also makes the rest of each browser extremely slow, as it's taking up all the usage.

Our team also works across dozens of different computers which are all shared, and thus the browser cache is not an issue because no single user will be on the same computer for more than a few hours at a time.

Scott Kirn

We tried clearing the cache and it still has not resolved the problem i think it may be on the smartsheet end and not ours so opening a case with them will report back if they can fix it

JoshL82

We are also having this issue and haven't had a solution. We've submitted helpdesk tickets to no avail currently. Hoping this gets fixed soon because it's crazy impactful to our organization and at a time where our organization is considering either to use more of smartsheets or less. As a person who drives most of the smartsheet content, this is the absolute worst time for a large scale usability issue with Smartsheet.

ACT4All

So after playing around with the Developer Tool in Edge as well as testing on another device, I have a current hypothesis regarding the freezing of tabs:
Our corporate firewall is not allowing websocket connections to pass through (and apparently never has) and these are failing for Smartsheet. I am wondering if some script on Smartsheet's end has been changed, so that the missing connections lead to this script timing out and crashing the tab. I am waiting on our IT department to allow the websocket connections to pass through (at least I hope they will) to verify this hypothesis.

Can anyone else confirm or deny this?

This issue doesn't seem to be very widespread.

Kelly Kenney

I am also having this issue - in both the desktop app and in any browser.