[Solved] App crashes in android restricted profile

We've been succesfully using the Android app for about a year. Recently our tablets using restricted user profiles have begun crashing the app upon launch. The admin profile works fine, just the restricted profiles fail.

Our current app version is 3.2.0.341

Android version 4.4.2

What I've tried:

Cache Purge>reboot

Cache purge>uninstall/reinstall>reboot

Cache purge > uninstall > power cycle > reinstall using admin profile>reboot.

What happens:

Launch Smartsheet app> Popup:"Unfortunately, Smartsheet has stopped." >Click OK and another popup is revealed:"This app doesn't support accounts for restricted profiles"

As I already mentioned: this worked fine and now is crashing. Perhaps an issue with a recent update?

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Comments

Shaine Greenwood

Hi John,

For the best resolution on technical issues such as the Android app crashing, please email Support@Smartsheet.com so our Suppor team can assist.

Thanks.

John Harris1

Hi Shaine!

I have already tried that channel and was told that the team could not help me with android issues. So I am reaching out to the community in hopes that the app developers or someone else may be able to assist.

Shaine Greenwood

Hi John,

Apologies for the misconception on the problem you're experiencing. I've just spoken with our Quality Assurance team on this and our Developers are actively investigating your issue. We'll reach out to you (either via email or through the Community) once we have more information.

Shaine Greenwood

Hello again John,

To keep you updated: our Developers have identified that this is an issue with the Android app and are working on releasing a fix for this by the end of next week.

Again, sorry about the rigamarole, but look for an update toward the end of next week to fix your issue.

John Harris1

Thank you! We'll hold steady until the update is released.

Shaine Greenwood

Hi John,

Just received an update from our Development team on this. They're currently pushing an update to the Android app through that should become available within a couple of hours.

Check the Play store later today or tomorrow and you should find a new update to the Smartsheet mobile app.

Thanks for your patience on this!

John Harris1

Will do and thank you for getting this done!

John Harris1

Update installed and issue is resolved! Thank you again!!

Jeanette Huang

Hi John,

Thanks for bringing up this issue, and I'm glad we were able to resolve it for you!

  I'm a Product Manager for the Smartsheet Mobile team, and I was wondering if you’d be willing to share more about how your team uses the Smartsheet for Android app. Specifically, what are your main use cases, particularly when it comes to using restricted profiles? And is the use of restricted profiles simply due to the limitations of the hardware you’re currently using? That is, if you were to upgrade your hardware, would you consider switching to using multiple user accounts (supported in Android Lollipop and above) or Android for Work?

 Any feedback you can provide would be valuable to helping us improve our app. You're welcome to reply in this thread or you can send me an email at jeanette.huang@smartsheet.com.  

Thanks and best regards, 

Jeanette  

Product Manager, Mobile