We are having a major problem with a sheet that our company uses. We've reached out to Smartsheet for help, but the issue is persistent.
Information on the sheet:
It's used by about 15 employees
It has 550 rows and just over 37,400 cells
This issue has been consistent for the past month, November 2019
We are only using a little over 5GB of over 1000GB available to us
When any of our employees edits a cell and then saves the changes, the sheet will freeze while notifying it is saving changes. This frozen state will go on for 5 - 10 minutes, then it will time out. The changes will not be saved. The only thing that will save, without any issue, are comments made to the sheet.
Troubleshooting steps we've tried:
Opening the sheet with different browsers. (Chrome, Firefox, Safari, Edge)
Clearing the cache and cookies from all browsers before they try to access Smartsheet
Disabling any browser extensions (most of our employees do not have any extensions)
Monitoring our network logs for disruptions in service, for on prem employees. Our mobile employees are reporting the same issue.
Smartsheet has refreshed the sheet from their side
Scouring the Community Forums for answers
Attempts for remediation:
We are now attempting to create a new instance of the sheet. For the new sheet, we are trying to use the Save As New function, with the option unchecked for Attachments. We have not been able to do this successfully either, as it creates the new sheet WITH attachments, instead of without. We have attempted to create this new instance a few times, with the same results.
This sheet is vital to our work. We are looking for any additional help in the matter.