Smartsheet: Customers intermittently being logged out with a session timeout.

Isaac Jose

Hello all,

Starting November 23rd around 9:30pm Pacific Time, we began receiving reports that customers were being unexpectedly logged out. More details can be found here: https://status.smartsheet.com/incidents/7qrz2djs5lgs

We have narrowed down the recurring session logout issue to only impact customers who use Cisco Umbrella with specific proxy configurations. Tests found that adding app.smartsheet.com to the Cisco Umbrella global allow list resolves this issue. If you have been experiencing this issue, please work with your IT team to implement the change above within your Cisco Umbrella configuration.

If you or your IT team have any questions, please contact our support team with this link: https://help.smartsheet.com/contact/smartsheetapp.

Kind regards,

Isaac J

Smartsheet Support Escalations

Isaac Jose

Hello all,

Great news! Today, we worked with Cisco Support to ensure that Cisco Umbrella does not proxy app.smartsheet.com unexpectedly and cause customers to be intermittently logged out. Our logging indicates that the issue has been severely reduced if not resolved completely. You should no longer need to have app.smartsheet.com in your Cisco Umbrella global allow list.

If you are still experiencing issues, please add app.smartsheet.com back to your global allow list and submit a support ticket or reply to your existing ticket, and we'll be happy to assist further.

Kind regards,

Isaac J

Smartsheet Support Escalations