Token Expired - Smartsheet Integration with Formstack

Nancy Heater · 12/20/21

Hello!

We use Formstack for creating complex forms and their Smartsheet integration for recording results of those forms. We started receiving errors that our "token" has expired on a number of our forms, but not all of them, and have no idea what this is referencing or how to fix it.

We're really hoping we don't have to redo all of the integrations for all of our forms on Formstack.

Any help is greatly appreciated! Thank you!

Krissia B. · 12/21/21

Hello @Nancy Heater

I would recommend submitting a Smartsheet Technical Support ticket for they'll be able to assist with troubleshooting errors on this topic.

Kind regards~

Krissia

jreich · 12/29/21

I had the same problem. When I played around with integrating (or deleting then re-integrating) Smartsheet on a different Formstack form, it fixed the forms that had stopped working.

Jason_W · 12/31/21

I am having the same issue. We use formstack to push data into numerous sheets, which are all broken at the moment.

Ian Ong · 12/31/21

any resolution provided by smartsheet? I had the same issue. I had to recreate the integrations and it worked. That was a week ago. It failed again yesterday.

Nancy Heater · 12/31/21

Formstack said the issue was with my "Smartsheet Credentials", which haven't haven't changed. Only other option is to go in and manually remove and re-add the integrations and then also re-map all your fields. I did this for all our forms and just checked them again today and they are all saying the Token is expired again. So frustrating!

I now have opened tickets with both platforms asking for answers/resolution and advised that other users are experiencing the same issues.

Genevieve P. · 01/05/22

Hi @Nancy Heater, @jreich, @Jason_W, @Ian Ong

Smartsheet access tokens expire after approximately 7 days; to resolve this, Formstack will need to implement the "Refresh an Access Token" logic documented here: https://smartsheet-platform.github.io/api-docs/#refresh-an-access-token to their integration so that access tokens do not expire.

I would recommend reaching out to Formstack support with this URL link and information along with screen captures of the errors you are receiving.

Thanks!

Genevieve

Nancy Heater · 01/05/22

Thanks @Genevieve P. !!! I have sent this info over to Formstack support and our Formstack account manager, so hopefully this is something they can "fix" quickly!

Nancy Heater · 01/26/22

Hey @jreich, @Jason_W, @Ian Ong, @Genevieve P. !!!

Wanted to provide an update. On Jan 6 our Formstack account rep said that it looked like Formstack was able to correct the integration issues with Smartsheet.

I did have to go in and re-map all of my form fields, which I did on Jan 7. I checked all of my forms again today and everything is still working for the Smartsheet integration!

Hope you're all able to see the same results!!

Thanks!

Genevieve P. · 01/26/22

Thank you for this update, @Nancy Heater! I'm glad this was resolved for you.

Nancy Heater · 03/23/22

Hey @Genevieve P. - I just received a notice in Formstack that the Smartsheet access token check failed again. Just wanted to let you know that these token issues may be back again. I'm gong to send something to our account rep with Formstack, and open a ticket with them as well. Thx.

PamM · 04/05/22

We just received the Smartsheet token failure message again. It happened back in January as well. I am hoping not to have to delete/reconnect the integration which then requires us to redo the field mapping again. Anyone else having an issue with this? I have submitted a support ticket.

Nancy Heater · 04/05/22

Hi @PamM .

We were told by Formstack the only way to correct the issue is to remove and reconnect Smartsheet, which unfortunately does require you to remap all your form fields. We opened a support ticket with Formstack and was told that they do not have a way to keep the integrations from "disconnecting" for the token failure.

Its very disappointing and super problematic.

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