Error message on Update Requests

Andrea Cary

I have been sending update requests to another end user(s); however, they are receiving this error message and will not open the link. Does anyone know how to fix it?

kowal

hi @Andrea Cary,

I think you shall follow this thread: https://community.smartsheet.com/discussion/106692/update-request-unable-to-determine-your-identity

Andrea Cary

Thank you for the link; however, it did not provide an answer on how to resolve the issue. I have put in a request with customer support.

kowal

hi @Andrea Cary,

that was exactly what I wanted to recommend you as it seems to be a bug affecting other users as well.

Brooke Weber

We ran into the same issue and found a solution. I have a Request an Update workflow with unrestricted settings. When a user tried clicking the link in the email to respond to this form they received this error message:

"Unable to determine your identify, therefore we are unable to process your request. An unexpected error has occurred attempting to process your request. We are sorry for the inconvenience."

Our TAM identified the user had two accounts under different emails, so they merged them and corrected the primary email.

After the merge, our user was able to successfully respond to a Request an Update email and no longer received the error message.

Important to note: Our user lost their favorites after the merge, so I recommend they take note of their favorites with links prior to this taking place so they can add them back in later.