Smartsheet - Salesforce Connector: Sheets no longer syncing?

Andrew Cotter

Hello,

Our team relies on the Smartsheet/Salesforce connector to keep our project management sheet synced with Salesforce. Unfortunately, sometime on Monday, July 12 the connector stopped syncing and no info or data is being transmitted in either direction (SS --> SF or SF -->SS)

Is there an easy way to re-boot the connector to "wake it up?"

I'm at a bit of a loss.

Thanks,

Andrew

Andrée Starå

Hi @Andrew Cotter

I hope you're well and safe!

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

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Andrew Cotter

Thank you @Andrée Starå for the kid words. I have indeed reached out to Smartsheet support but have yet to receive satisfactory help on the matter. There is a ticket open but it has been 3 days with no follow-up.

Andrée Starå

@Andrew Cotter

Happy to help!

I haven't heard of any issues, so I'd recommend waiting for support.

Depending on your Smartsheet and plan, you might have the option to call them.

Have you tried that?

Andrew Cotter

@Andrée Starå I called the support line and spoke to someone who seemed extremely disinterested in both my problem and in finding a solution. I was told that they would enter a ticket on my behalf and that someone should reach out and then they terminated the call.

Overall, it was one of the least satisfying customer support calls I've ever experienced.

Andrée Starå

@Andrew Cotter

Sorry to hear about your bad experience.

That doesn't sound like the normal Smartsheet Customer Support experience.

Tagging @Genevieve P to escalate this issue.

Have a fantastic weekend!

Genevieve P.

Hi @Andrew Cotter

I agree with Andrée, what you've experienced is not our normal level of service; thank you for your feedback and for bringing this to our attention.

I checked in with Support about your open ticket (04810320) and they let me know that they have reached out via email to request additional information in order to troubleshoot your specific issue. They'll be able to look into why your Connector is behaving unexpectedly further once they receive a WEX file (Workflow Execution Support Info) and Account Support info file. Let me know if you need help finding these files.

Thanks,

Genevieve