Why is the content of a cell clearing when the cell is clicked on?

I have a colleague that has been experiencing an issue for the last 9 months with his sheets. Every time he clicks on a cell with content already in it, the cell clears. We've tried restarting, looking into issues with using a mouse, but nothing seems to fix the issue.

We have a very inconvenient workaround of hitting the undo button to repopulate a cleared cell, but we need to figure out how to fix.

No other members of my team are experiencing this issue, so any help would be MUCH appreciated!

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kowal

@Ann.Cracovaner so you have never seen this employee?

I know it will sound funny but maybe there is something wrong with the keyboard (he had some bread crumbs in his delete key) I know sounds ridiculous but it's not a behaviour of smartsheet to delete cells once you press it.

Can you ask him/her to use another computer / keyboard or mouse? it can be sth with the hardware.

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kowal

hi @Ann.Cracovaner,

this is very unusual behaviour in smartsheet does it also happen in other systems?

did you somehow program his mouse to use the delete button?

It looks more like an operating system than Smartsheet.

Ann.Cracovaner

Thanks for responding @kowal ! I have tried all of these troubleshooting. We even just recently had an OS upgrade to Windows 11 and the issue is still occurring. It does not happen in any other application or with any other user on our account.

Is there any other answer to this mystery?

kowal

@Ann.Cracovaner as Smartsheet is CloudSystem can he login to his account on your browser or you can login on his browser to try to replicate this issue?

Ann.Cracovaner

@kowal I'm not sure that's possible since we telework. But I do have access to his sheets as an admin. Would accessing it this way be useful?

kowal

@Ann.Cracovaner so you have never seen this employee?

Can you ask him/her to use another computer / keyboard or mouse? it can be sth with the hardware.

lscheider

This is also being reported by a few associates at our company. When they click in the cell it wipes out the values. They also can't "Undo" and have to look at the Cell History to find the value to re-enter it.

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