Unable to access specific sheets

Cody_Turpin

Hello,



Has anyone lost access to a sheet due to a generic Ajax error and had it successfully fixed? We have a Enterprise account with hundreds of users, yet none of us are receiving timely communication or any resolution plan from Smartsheet support. Have any of you run into this before? 



I am very concerned we are going to lose a large amount of important data. No one at our company is able to make backups (we receive error notifications/emails), copy to template, export or even view these specific sheets. System generated emails, alerts, reminders and forms for these sheets are also not working. 



We've been down for a week and it's becoming increasingly frustrating to not have an ETA or even a confirmation that this is being worked on. 

Mike Wilday

You should contact Support Directly regarding this issue. https://help.smartsheet.com/contact

Cody_Turpin

We contacted support at the first occurrence  of the error, last week.

Shaine Greenwood

Hi Cody,

Apologies for the inconvenience this is causing you and your team. In talking with our Support team on this, it appears we've been actively troubleshooting the issue you're experiencing since you first submitted the case with them. Your case was escalated to our Development team for more extensive review. 

Our Development and Support teams are extensively troubleshooting this, but due to the nature of the issue it does take time to figure out and we don't have an exact ETA on a fix.

One of our Support agents is currently working on sending an excel copy of the sheet to you and will reach out to you ASAP once they've done that.

If you have any further questions or concerns, please reply back to our Support team in the email thread you have going on with them.

J. Craig Williams

Shaine,

What is the triggering point for adding such an event to the status page?

This one seems pretty serious.

Craig

Shaine Greenwood

Craig,

We're not seeing reports of this from anyone else—typically we will update the status page when a more systemic issue is identified.

J. Craig Williams

Here's thumbs-pressed for a one-off problem.

Craig