Extreme Slowness and timeouts

Raymond Crown

We have been experiencing extreme slowness for the last two days.

Have tried everything, but the performance does not improve.

Form loads also times out and submissions time out as well.

Andrée Starå

Hi Raymond,

Sorry to hear that you’re having issues.

If you haven’t already, I would recommend that you reach out to the Smartsheet Support Team.

I hope that helps!

Be safe and have a fantastic weekend!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

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Raymond Crown

I have logged multiple tickets over the last few days with no acknowledgement or response, which is why I tried the community forum.

I am not sure what the turnaround for issues are but

Raymond Crown

I have had no response.

Alejandra

Hi @Raymond Crown,

I'm sorry to hear about your recent Support experience. Please check your inbox for an email from Support and respond with the information requested so we can investigate the cause of the issue you're experiencing.

Andrée Starå

@Raymond Crown

I saw that Alejandra answered already, so your in good hands!

Let me know if I can help with anything else!

Best, 

Andrée 

Raymond Crown

Thank you

I have sent through some logfiles over the weekend, as the issue persist.

It was partially alleviated by the fix that was rolled out on Thursday.

Hoping to resolve it fully soon as I am getting huge pressure from my exec on the complainst being raised by students. Over 700 since Thursday.

Appreciate the follow up.

Andrée Starå

@Raymond Crown

Happy to help!

Let me know how it goes!

Raymond Crown

Dear Andree

I am sorry to raise this again, but I did not have any follow up yesterday.

I am at my wits end.

The number of queries from students have now grown to over 1200.

I am under huge pressure from my executive and this issue has now reached the local press.

We are too far down the line for me to come up with another solution, so I am stuck with Smartsheet at the moment.

I really need URGENT assistance.

I sent a few follow ups yesterday, as I have not had confirmation of receipt of the logfiles sent this weekend.

I have also not had acknowledgement that what we are experiencing is an error.

The form is currently completely unusable. I have tried about 10 times last night when there was very little traffick on the sheet, and the form just failed consistently.

The sheet is also completely erratic. In some cases it saves. In other cases it just hangs, discarding all changes.

I would really appreciate some support. I cannot emphasis enough the amount of pressure I am under to get this resolved.

We are trying to support needy students by giving them data bundles to be able to participate in the online teaching during the Covid Lockdown. At this stage we are unable to support them and this is impacting on their ability to attend online classes and write exams.

PLEASE HELP!

Andrée Starå

@Raymond Crown

Can you share it with me and I'd be happy to take a quick look?

Where are you located?

Can you maybe share the sheet(s)/copies of the sheet(s)? (Delete/replace any confidential/sensitive information before sharing) That would make it easier to help. (share too, andree@getdone.se)

Raymond Crown

I am based in South Africa, Cape Town.

rcrown@uwc.ac.za

I will forward the logfiles.

I can share the online sheet with you as well, I just need your email address.

The link for the form is below

https://app.smartsheet.com/b/form/10b82b6523c44ab6a9c68388bc0e561f

Andrée Starå

@Raymond Crown

My email is andree@getdone.se

Try deactivating the reCAPTCHA feature because I know others that have had issues with it before.

Did that make any difference?

Raymond Crown

Tried it and same outcome in terms of timeout.

Raymond Crown

I am unable to upload the .HAR files as the filetype is not accepted.