has anyone else found they have a missing sheet

Joan Smith

just totally disappeared overnight, not even in deleted items

esentz

We have had a sheet that has totally disappeared 12 hours ago - anyone else have this issue? Not in deleted items, just not found!

No luck with Smartsheet support team!! Is anyone else having trouble contacting Smartsheet Support??

Genevieve P.

Hi @Joan Smith and @esentz

As a Moderator I'm able to see the accounts associated with your Community profiles so I know you are both a part of the same organization (and may be talking about the same sheet?).

Contacting Support about this is definitely the best way to go so that they can look into this further with you, one on one. Please provide them with details such as the sheet name or URL (if you still have it), the owner of the sheet, when the last time you accessed it successfully, and any other helpful information (such as screen captures of what you see).

If you were simply shared to the sheet, then there is a chance that the sheet owner have have un-shared you to it, or deleted the sheet, in which case it would not be in your deleted items folder but the sheet owner's. That said, if you were to try and access the sheet by clicking on a link (perhaps from a previous email automation or a bookmarked link) then you would receive an error message telling you that either the sheet was deleted or your permissions were removed. If you are receiving any error messages, please provide this to Support as well.

Another troubleshooting step you could try would be to log fully out of the application then log in again, or access Smartsheet from a different browser.

Thank you,

Genevieve

Joan Smith

Hello, other team members have tried contacting support but no help offered so far, definitely all those suggestions you shared have been tried with no success

esentz

hello Genevieve we have found it really difficult to get any help back from your support team, you can wait up to 36hrs to hear anything and then the issue is not taken seriously,

Genevieve P.

Hi @Joan Smith and @esentz

I've checked in with our Support team about this and it looks like they have been in contact with the System Admin for your organization and were able to resolve the issue, which is great.

This one specific sheet should no longer return an error, but if you have any other issues with it, please do let us know (and provide screen captures of your error) so we can continue to troubleshoot.

Thank you!

Genevieve