Double opening attachment

ctakeda · 04/26/23

As of this morning when I click on a file attached to a row, it opens up twice or downloads twice depending on the file type. Any ideas on why? I also see some minor cosmetic changes in Smartsheet layout so I am wondering if that somehow caused this.

2023-04-26_7-34-58.gif

Uploaded Apr 26, 20234.5 MB

Andrée Starå · 04/26/23

Hi @ctakeda

I hope you're well and safe!

Strange! I checked the Status page and nothing is reported yet.

Smartsheet Status

https://status.smartsheet.com/

Welcome to Smartsheet's home for real-time and historical data on system performance.

If you haven’t already, I recommend submitting a support ticket through the new Smartsheet Support Portal.

I hope that helps!

Be safe, and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

✅Did my post(s) help or answer your question or solve your problem? Please support the Community by marking it Insightful/Vote Up, Awesome, or/and as the accepted answer. It will make it easier for others to find a solution or help to answer!

ctakeda · 04/26/23

Done, thanks!

Andrée Starå · 04/26/23

@ctakeda

Excellent!

Happy to help!

Feel free to report back what you find out.

✅Remember! Did my post(s) help or answer your question or solve your problem? Please support the Community by marking it Insightful/Vote Up/Awesome or/and as the accepted answer. It will make it easier for others to find a solution or help to answer!

Zorah Oppenheimer · 05/05/23

This has also been happening to me for a while now. It happens when I use an internet browser and when I use the desktop app. I'll report it as well.

ctakeda · 05/10/23

It's still happening, and no one has followed up on my support ticket submitted 2 weeks ago :(

Therese · 05/15/23

I have been having the same issue for a couple of weeks also. Anyone found a solution?

SPRINGBOK · 05/17/23

I have created 2 support tickets on same topic and they are closed before I have even rcvd a response. Very odd.

Shelley

Genevieve P. · 05/17/23

Hi all,

I'm unable to replicate what you're seeing on Chrome and Safari on my computer; would you all mind providing the following details in your Support tickets:

A list of browsers have you tested
What the browser version (ensure you're on the most recent version)
What file types (is it only xlsx documents?)
Test removing & re-adding browser extensions to see if this makes a difference (see here)

This information will help Support dig into common causes.

@SPRINGBOK if you log in to the Support Portal you can leave a note in one of your cases to ensure it remains active.

Thank you!

Genevieve

SPRINGBOK · 05/17/23

Thank so much GP! (pls see below details and I've added this to my case as well)

we experience this with Chrome and Edge (no access to other browsers via our work PCs)
can confirm that PDfs/PNG/JPEG/TIF/Excel are all behaving same way - they either open twice in new windows in the Browser and/or 2 copies are downloaded simultaneously to our downloads folder
Chrome version is 113.0.5672.93 (Official Build) (64-bit) -Updates are disabled by our administrator so may not be latest and greatest (we don't have control over this...sigh)
I tried same steps in an incognito window and same results - still duplicates

Let me know what else I can provide/troubleshoot.

Thank you!

ctakeda · 05/17/23

Just to add another data point - I have tried all steps as suggested, but the issue still persists.

I have tested Chrome Version 113.0.5672.127 (Official Build) (64-bit), both regular and the Incognito mode. Disabled all extensions to test it out.

SPRINGBOK · 05/17/23

2 additional things I just noticed/realized - 1) our issue started 4-26-23 as well (maybe that's helpful)...and 2) on my personal laptop with Chrome version 113.0.05672.127 it is working like it should - not duplicating.

ctakeda · 05/30/23

As of today it's no longer happening.

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