Cannot log in Smartsheet

IdoIcan · 06/17/20

I have one free license user, she cannot access to Smartsheet with email link or weblink. Every time she trys, it goes to this page, with tag to "I agree to..." click continue, it will not respond. Even with click to "Smartsheet User Agreement", it goes to a new webpage with "log in", it will go back again to this page. Please help to find a possible solution, as it is now impacting with workflow. Also I am not sure if others in the project team will have the same problem in the future.

Andrée Starå · 06/17/20

Hi,

Strange!

Ask your user to try the following, and if it still doesn’t work, and If you haven’t already, I would recommend that you reach out to the Smartsheet Support Team.

Try another browser
Try the browser in incognito/private mode
Try on another computer

Did any of those options work/help?

I hope that helps!

Be safe and have a fantastic week!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

✅Did my post(s) help or answer your question or solve your problem? Please help the Community by marking it as the accepted answer/helpful. It will make it easier for others to find a solution or help to answer!

youngdonkey · 07/20/20

We are having the same issue, and have tried all the browser options etc.

Andrée Starå · 07/20/20

Hi @youngdonkey

Strange!

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 week!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

✅Did my post(s) help or answer your question or solve your problem? Please help the Community by marking it as the accepted answer/helpful. It will make it easier for others to find a solution or help to answer!

youngdonkey · 07/31/20

Turns out this is because the users affected are based in China. Currently Smartsheet is blocked in China.

Andrée Starå · 08/01/20

@youngdonkey

Glad to hear you found the reason for it happening.

Strange that it's blocked. I hope it gets resolved swiftly.

Let me know how it goes.

IdoIcan · 08/03/20

I think it is not linked with Browser. I asked the user to test in another computer which never used to log in Smartsheet, it shows the same response. Again, it only happened to 2 of Chinese users who have set their Smartsheet log in password but forget it later on. Those who remember password or use company account to log in have no problem to log in.

IdoIcan · 08/03/20

@youngdonkey Smartsheet is not blocked in China, we are using it daily, only affect with Chinese users who want to reset their password or back to company account login.

youngdonkey · 08/04/20

https://community.smartsheet.com/discussion/comment/258500#Comment_258500

actually this could be the case with our customer as well. As they are both new users to smartsheet. Can you give some detailed steps of how you resolved this?

IdoIcan · 08/05/20

It is not solved yet, because it drops to an endless loop. Currently the 2 users can still received emails from Smartsheet, but they cannot log in Smartsheet to see more detailed data. They have to get support from other users.

youngdonkey · 08/05/20

So we solved this for our customer in China, by just setting up the account in the UK for them.

However the issue has reappeared for someone in India, who is trying to reset their password. Surely this is a known bug??

Casey DuBose (Jalubro Consulting) · 12/07/20

I've seen issue from users in China and Japan with the same authentication bug. @YoungDMC Did you ever find a solution?

Cannot log in Smartsheet

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