User having trouble accessing via chrome

Jackie Callahan · 10/09/20

Hi,

I have one user who is consistently having trouble accessing Smartsheet via Chrome. She's able to get through via Internet Explorer but prefers Chrome and she's tried clicking direct links to sheets and going to smartsheet.com and logging in that way. She's able to access form links that are sent to her but not anything else. Which makes me think it's something with a user account since the only thing she can access is a form that doesn't make her sign in?

We've done the basic troubleshooting, restarting the router, restarting the computer, etc. But just thought I'd see if anyone has any other ideas.

Thanks!

Ramzi K · 10/09/20

@Jackie Callahan

Is she getting an error? Check to make sure no add-ins in her Chrome instance are interfering.

Also test to see if you can access the same sheets in Chrome yourself. Also have her try a different computer.

Could be the instance of Chrome on her computer. If that's the case, have her uninstall and re-install Chrome.

I hope this helps.

Cheers,

Ramzi

Purnima Gore · 10/09/20

Hi

Have you checked if the security on the project is set up so that she can see the sheet?

Might be worth a look

ATB

Purnima

Jackie Callahan · 10/11/20

https://community.smartsheet.com/discussion/comment/265557#Comment_265557

Yes, these are all sheets the user has accessed many many times.

Thank you,

Jackie Callahan · 10/11/20

https://community.smartsheet.com/discussion/comment/265556#Comment_265556

She is not getting an error. It's just doing the loading thing over and over, the blue smartsheet screen with the white loading bar. She does not have any chrome add ins but I haven't had her uninstall and reinstall Chrome. I'll try that, thanks.

Jackie Callahan · 10/11/20

https://community.smartsheet.com/discussion/comment/265556#Comment_265556

Oh also I am able to access the sheets in Chrome myself as are other users.

Andrée Starå · 10/12/20

Hi @Jackie Callahan

Ask her to try Chrome in private/incognito mode and see if that works.

Did that work?

If it didn't, and 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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User having trouble accessing via chrome

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