How to stop the "Guided Experience" from always showing

CathyP712 · 05/19/25

Hi All,

I invited a new user to join and they set up their account. We completed the new user experience together & everything went well. Unfortunately every time they login it asks them to complete the new user survey again. I have a request out to my Smartsheet account manager but they don't know what is causing the issue.

Has anyone else experienced this, and if so, were you able to fix it?

Cathy

Georgie · 05/21/25

Hi @CathyP712,

I’ve tested this on my end and wasn’t able to recreate the issue, but that sounds unexpected. I’d recommend having the user confirm they’re signing into the same Smartsheet instance each time (US, EU, or Smartsheet Gov). Alternatively, it may be related to browser caching, for example if the cache is clearing and therefore the browser doesn’t recognise that the user has completed the new user experience.

If you’ve checked on the above and the issue persists, I’d recommend opening a support ticket if you haven’t already, providing screenshots of exactly what the affected user is seeing each time they log in so that the team can investigate what could be causing the issue and how to resolve it.

Thanks,

Georgie

CathyP712 · 05/21/25

https://community.smartsheet.com/discussion/comment/484595#Comment_484595

Thank you so much for trying to help. I actually tried to log in as them on a separate PC and the issue persisted. I have a support ticket out & our account manager is also escalating it. Once they confirm things are corrected I'll provide an update. Have a great day!

Cathy

Origin_Kyle · 05/21/25

New trial user here, experiencing the exact issue. I'm forced to go through set up every time i load the page

CathyP712 · 05/27/25

Hi All,

It seems the issue resolved itself somehow, I am not sure what caused it, but it randomly was fixed one day. Hopefully it resolves itself for other users as well.

Cathy

How to stop the "Guided Experience" from always showing

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