Contact Support Page not working? Having cross-sheet formula issue

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Two issues here:

#1 - Anyone else having issues with the Contact Support Page? I keep filling out the form and it's going nowhere? No field errors either? It's been 2 days now with no luck so hopefully can get some help here.

#2 - Cross sheet formula Issue i'm experiencing. I have 3 sheets - one is a data source sheet, the other two are working to calculate different volumes for different projects. Both working sheets need to INDEX/MATCH the same data in the source sheet however the 1st sheet errors out (#INVALID REF) when I try to apply a similar INDEX/MATCH formula to 2nd sheet. Fix Sheet #1 and then sheet #2 throws the #INVALUD REF error. Why won't both sheets formulate at the same time? 

Answers

  • Paul Newcome
    Paul Newcome ✭✭✭✭✭✭
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    Can you provide the URL for the page where you are trying to contact support?


    There is a known issue with cross sheet references at this time. Smartsheet is aware of it and is currently working on it.

  • Stephanie09
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    Thanks for the quick response Paul.

    URL for Contact Support Page is: https://help.smartsheet.com/contact/smartsheetapp

    Any ETA on the cross-sheet formula resolution?

  • Paul Newcome
    Paul Newcome ✭✭✭✭✭✭
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    That's the same one I have used. I wonder if maybe the server is struggling to keep up as more and more people try to report issues (particularly this one seems to be getting worse or maybe just more visible).


    We don't have an ETA yet unfortunately. I'm sorry to say that the best I can tell you at this time is to keep trying support. When you do attempt to submit your ticket, make sure you include sheet names, ids, and urls. That way they at least have that much information right off instead of wasting time having to ask you for it.

  • Genevieve P.
    Genevieve P. Employee Admin
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    Hi @Stephanie09

    There's an announcement in the Community that addresses the current formula errors:

    If this doesn't describe what you're experiencing, could you provide more information? It would be helpful to see screen captures of your two formulas open in each sheet, identifying each range you're using and how you're creating them.

    Cheers,

    Genevieve

  • Paul Newcome
    Paul Newcome ✭✭✭✭✭✭
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    @Genevieve P. Thanks for the article! I hadn't seen it yet. I personally am not using VLOOKUP (I am using plenty of INDEX functions though) or column formulas and am still having an issue with some sheets. Support has since told me that it is due to the same bug. I am really hoping they can get it fixed as it is breaking at very random intervals for me.

  • Stephanie09
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    Hi @Genevieve P. ,

    Thank you for sharing that article. Unfortunately, neither of those issues identified are what I'm experiencing. And I am still unable to submit Support Tickets.

    I utilize a lot of INDEX/MACTH formulas that work well except when I try to reference the same data from a single source sheet. Then I receive the #INVALID REF error on the sheet formula that was previously working.

  • Genevieve P.
    Genevieve P. Employee Admin
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    Hi @Stephanie09

    Is it possible that there's one cell in your source sheet that has an error? If you reference a column that has one cell with an error, that error will bubble up into the new formula.

    It would be helpful to see screen captures of your two formulas open in each sheet, identifying each range you're using and how you're creating them, but please block out sensitive data.

    In regards to submitting a Support ticket, can you try accessing the form from a different browser or in Incognito mode to see if that helped? If not, can you post screen captures of what's happening with the Support form?


    @Paul Newcome thanks for reaching out to Support with your scenario as well; they'll be tracking this with the current issue.

    Thanks,

    Genevieve

  • Stephanie09
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    @Genevieve P. Thank you so much for following up! One of our Sheet Reps was able to submit a ticket on my behalf and the Support is now working with me directly. There are no errors in the source sheet or formula. It has something to do with the fact that two different sheets are trying to reference the same data.. the formula will work on one side, but break once I tie the similar formula to the second sheet. I will come back and update the string when we find a solution. Thank you all for your help!

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