Dashboard's Widgets random blackouts

benoit.stalder

Hello, I'm currently facing an issue, I have implemented several Dashboards in cotrol rooms on a chemical plant. Since a few days, the widgets randomly refuses load. When I reload the page several times, suddenly they all appear, but after an automatic update (typically 10 minutes), some widgets seems to blackout. And on the next refresh, another widget will disapear. Can someone provide hints on what is going on here ?

Thanks in advance

Benoît

kowal

Hello @benoit.stalder,

This is not typica Smartsheet behaviour. I would connect to support regarding this issue.

Georgie

Hi @benoit.stalder,

Thank you for bringing this to our attention! We've determined that report widgets loading inconsistently is caused by a bug and our Product team is working on a resolution. We are not able to provide a time-frame on how long the resolution could take but we are doing our best in order to have this fixed as soon as possible.

Thanks,

Georgie

benoit.stalder

Hello @kowal and @Georgie,

Thank you for taking our topic seriously, this is a quite annoying issue as we are using dashboards for the manufacturing teams as communication tool.

It would be very nice for us to have a time estimate for the resolution for internal communication.

Thank you in advance

Best regards

Benoît

kowal

hi @benoit.stalder,

I am not the Smartsheet Employee so I guess only @Georgie can come with estimation time when this bug will be fixed.

Joshua G

I also reported this issue on 12/4 on the phone with an agent, then again on 12/9, and they reported still working to resolve the issue. Customer service, as expected, was a call center and did not seem to be overly familiar with Smartsheet unfortunately. With dashboards being a primary use for the platform, it's shocking this has not been resolved yet. I'm waiting to send out new project dashboards for recently kicked off projects, and have been forced to stall as it's not a good look to stakeholders to receive a dashboard with 4 out of 10 widgets possibly blank. Our company is relatively new to Smartsheets as well (I'm a long-time user), so this certainly isn't helping us from a change management perspective.

benoit.stalder

https://community.smartsheet.com/discussion/comment/464831#Comment_464831

Hello Georgie,

Do you have any new information on the topic ?

Thank you in advance for your reply

Best regards

Benoît

Georgie

Hi @benoit.stalder,

I’ve been able to confirm that our Engineering team was able to resolve this issue, and report widgets should now be loading consistently. 

If you’re still seeing the issue, please reach out to our Support team and provide the IDs of the dashboards and the source reports for the affected widgets (to find an item’s ID, right-click the name of the item in the Browse menu and select Properties) so they can investigate this on the backend and communicate with you via private channels.

Thanks,

Georgie