User access issues

Karen Webber

Dear all,

I'm having a strange user problem and I'm not sure if anyone else has run into it or knows what's up.

I'm trying to collaborate with a "free user" colleague on a shared sheet - she needs to be able to generate pdf documents per row. In the access testing phase I tried the process with two other users as follows:

1) The first user registered as a free user for Smartsheet on her own, and chose the "join your team" option during that process, which then sent a request for a license.

2) The second user registered with assistance, and chose the "not now" option at the "join your team" step, thus didn't request a license and could just go ahead and log in.

Both users were then set as editors for the sheet.

User 2 can access the "generate document" option on the sheet.

User 1 can't, although their access rights are set exactly the same.

I then tried this with a third user, who had previously registered (and as it happens requested a license), and she is also not able to access the option to generate a document.

This same issue has reflected in other aspects, such as "license requesting" users (for lack of a better term) not being able to access shared dashboards, or certain functionalities.

Does anyone know why this is, how I can fix it, or whether I can somehow force a "de-register" so that I can re-register users without generating a license request and the above problem? Would it help to create a contact list and add all colleagues as free users?

Your input would be much appreciated.

Karen

Andrée Starå

Hi @Karen_B

Strange!

Are they trying to add the generated document to the row? If yes, they can't do that as free users.

It seems that something else is also going on, so If you haven’t already, I would recommend that you reach out to the Smartsheet Support Team.

Let me know what you find out!

I hope that helps!

Be safe and have a fantastic weekend!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Karen Webber

https://community.smartsheet.com/discussion/comment/276414#Comment_276414

Thanks for your input, Andree. Per the SS Learning article:

"Any collaborator can select Download to download a .zip file that contains a PDF for each row onto their device. Collaborators with Editor permissions or higher can select Attach to Rows to upload each PDF to its associated row in the sheet."

Somehow my collaborator/user can't even access the download option for this, even when set as an Editor.

I'll touch base with the Support Team as you suggested, to see if they can help me out.

Thanks

Karen

Andrée Starå

@Karen_B

Happy to help!

Let me know what you find out.