Challenges Since Launch of New Login Experience

We have a number of users, including myself, that are being logged out repeatedly since this new login experience was launched. This is happening when we're actively working in sheets, which is causing frustration from our users.

We also have experienced issues with saved/grouped tabs in Chrome all reloading as the same sheet and not the individual sheets that were previously saved/grouped.

Users have been coached to clear their cache and cookies, but there is no change after performing those actions.

Any assistance would be helpful. Thank you.

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IanN

Hi Nancy - I used to be on the Support team here at Smartsheet and this is definitely the kind of feedback and investigation that needs to go through them. It's possible that other customers are seeing this and our Support team can escalate to ensure our Product and Engineering Teams have visibility into the impact this is having. I recommend letting them know here: https://help.smartsheet.com/contact.

I've heard a similar experience from one of my customers with regards to the all tabs reloading as the same sheet, but I haven't yet been able to reproduce the issue. If you have any insight into the exact steps you're taking when you see it that might help me identify the root cause.

Thanks also for coaching your users to clear their cache and cookies! It's a great first step. Bummer to hear that it hasn't resolved the behavior. Let me know about the steps if you can - Ian

Nancy Heater

Hey @IanN - I found that some folks have reported these similar issues on another thread about the new Login Experience, but didn't mention anything about the tabs, so I wanted to post here for visibility for other users as well. I actually feel like we get better feedback and responses from this forum vs support.

I will go ahead and open a support ticket, as you've suggested, to see if anyone can shed some light on what is happening.

Nancy Heater

@IanN - I was just logged out again, and I caught a quick message that flashed before it logged me out that said "your session is no longer active". Is there some sort of timeout now for Smartsheet? Can that be adjusted?

IanN

Hi Nancy -

Thanks for the follow up! There has always been a 19 hour default "session expiration" and it's possible that is what you ran into: https://help.smartsheet.com/articles/2483618-admin-center-configure-user-session-expiration

If you're a SysAdmin you can adjust that up to 30 hours. That would in theory give users the opportunity to log back in and refresh their sessions (there is a list on that Help Center article on what actions refresh the session).

That said, if your session is ending faster than that, the Support team should take that into account too!

-Ian

Amy G

I was combing the community yesterday for anyone else experiencing this and I was surprised to find nothing. I was going to give it a day or two before opening a support case.

I have experienced the same problems since the new login experience launched. I usually work with two Edge windows open and 5+ tabs in each, predominantly Smartsheet tabs with reports, sheets, and dashboards. These change throughout the day depending on which projects I'm looking at, but I use the open tab to keep track of what needs to be reviewed before moving to the next project.

Since the launch, I had to login again individually in each open tab. Previously, if I logged into one tab, any other Smartsheet tab would refresh to the original page I was on from the login screen. No problem, I figured this had to do with the new sign on, but I assumed once I logged back into all my open tabs, I would be good… not the case. They each directed to the home screen rather than the original page. I found I could use the back button to get to the original page I had held on each tab.

Thought I was past login issues after all that, but as I began working in the new sessions, things were not responding. I would type a comment, and it would go nowhere. I changed values and hit save, and the page refreshed to the login screen. After logging in again, none of the changes were saved. Repeated changes and saved successfully. Went to work in another tab and get logged out before doing anything. Same thing, log back in, directs to home screen, go back to get to the report I was on… repeat.

It also seemed that once I had to log in again in another tab, it would log me out of other open tabs.

After reading this post today, I checked our session expiration settings, and we do not have it enabled. I would take this to mean we don't limit session times at all.

I'm one of our heaviest users, but I have heard some comments from others that Smartsheet keeps asking them to sign in again. I haven't had time to see in detail if they're experiencing the same as me or something different.

I'm using an email and password to login and there is no option to remember me.

Today seems to be better but I will monitor and create a case if issues persist. Just thought it might be helpful to share my experience here as well.

Kelly P.

Today, Smartsheet has logged me out repeatedly. This is very frustrating and quite embarrassing when it happens on a call with a client for whom I am building Smartsheet assets!

Also, previously, if I had 10 tabs open to various Smartsheet items that I was working on the day before and then I have to log back in the next morning, all tabs refreshed to open the place where I left off. Now, after logging in, some pages open to whatever page prompted me to log in (e.g., I get multiples of one page and the items I'd left open are no longer open).

Stacie Davis

Need to chime in on this conversation. I'm having the same issue and its a bit annoying to have to login every time and its also making me login in different tabs sometimes. Hope there will be an update soon.

Nancy Heater

Thanks for the input Amy! Nice to know we're not alone in what we're experiencing!

Smartsheet did reply back to the support ticket I opened and did confirm that this is being reported by a number of users, and they are looking into it.

Nancy Heater

Thanks for the input Kelly! Nice to know we're not alone in what we're experiencing!

Smartsheet did reply back to the support ticket I opened and did confirm that this is being reported by a number of users, and they are looking into it.

Nancy Heater

Thanks for the input Stacie! Nice to know we're not alone in what we're experiencing!

Smartsheet did reply back to the support ticket I opened and did confirm that this is being reported by a number of users, and they are looking into it.

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