SharePoint and Citrix

Carol-Anne Cerbone

Morning!

I have something very strange going on. I have created a sheet (View Only) and have published the sheet (Only available to users in the owner's account) via SharePoint for my end users to use. Most of my end users access this sheet via Citrix login. Over the past couple of weeks, random users will indicate that they no longer have access. In looking at their account in User Management, they are an Active user and I can see that they have been successful logging into the sheet.

Thoughts on why this might be happening? In order for them to regain access, I have had to delete their account in Smartsheet then re-add them. After I re-add them they are working fine.

Genevieve P.

Hi @Carol-Anne Cerbone

The first thing I would do is ask the users to try logging in to Smartsheet on a different browser, in case there is something going on with the cache/cookies. (See: Issue: Smartsheet Is Continuously Loading, Not Responding, or Not Displaying Certain Items)

If that hasn't helped, please contact Smartsheet support with the email address of the user, showing a screen capture of them added as a member of your account, and a screen capture of what they see when trying to access the published item; they'll be able to troubleshoot this with you via a private channel where you can share this data.

Thanks!

Genevieve

Carol-Anne Cerbone

@Genevieve P. - Thanks! I did reach out to Smartsheet support and I think we have a plan of action. Appreciate the response