Smartsheets tab freezing

Keithb

Hello, my users have been having an ongoing issue for the last couple of weeks where the tab for smartsheets will freeze when left alone for a few minutes. It happens when in a sheet or not in a sheet. This can be consistently replicated when the computers lock screen is triggered.

I have contacted support and they requested a HAR file for when the process happens, however when the tool is recording the tab, this freeze can no longer be replicated. It's almost as if the dev tool is keeping the tab awake and therefore not causing the freeze problem even if the computer gets locked.

I'm wondering if anyone else is having this issue or if anyone has any suggestions.

ChristianFinke

Hey @Keithb

It sounds like the freezing issue might be related to how Smartsheet tabs handle inactivity or computer sleep states. If I were you, I’d check the browser and system power settings to ensure tabs don’t go into a suspended state when the computer locks. Also, disabling browser extensions or testing in incognito mode could rule out conflicts. Since the issue doesn’t occur while recording with dev tools, keeping an activity or wake-up script running could temporarily prevent freezing. Let me know if you need more help!

Keithb

Thank you for your response, our browsers have no extensions installed, however I have tried with incognito mode and it still freezes when left alone. I have also tried adding [*.]smartsheet.com to the "exclude power saving mode" list and the same thing happens.

JoshL82

I'm having a similar issue and think it's chrome related. I notice there's been a bug the last few weeks where after about 20 mins or so of sitting open, the tab will let me move around for 5-10 seconds upon revisiting the tab and then freeze into an unsuable state. Would love a resolution to this! It's driving me mad!

Michelle Choate 2

Definitely provide support with the information and also as to why you cannot provide the HAR file. They will definitely understand. Maybe take a video with your phone of it occurring. And then provide them with the exact times hour/minutes/seconds that it happened to you. That might be enough to satisfy what they need.

PH77

This happens to all my users as well. Leave a Smartsheet tab open in Edge and when you come back to it, it is entirely unresponsive, to the level where the tab must be closed and the link opened in a new tab, reloading does NOT solve the problem. Incredibly frustrating as I usually switch to them to quickly do something, and then I have to create a new tab and wait for the site to load…I've actually had to move some of the data I work with frequently out of Smartsheet to a 365 Excel sheet, so I can keep that tab open and make changes there (that one doesn't freeze even after days of being open).

ACT4All

We are having the same issues in our organization as well (using Edge Version 131.0.2903.70). Tabs will freeze when left open. This was never an issue in the past.

TravisK

Ditto. It seems like it started about the same time my company switched over to the new User Subscription Model. I've noticed some other strange behavior that started around that time. Additionally, this is only happening to my Smartsheet tabs.