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Dashboard Data Not Loading Unless Metric Sheet Is Opened - Possible Performance Limitation?

Ty Werven

I have a build that functions within the following Smartsheet pipeline:

Current Structure

Form
- A master intake form that feeds into a master intake sheet.
Master Intake Sheet
- Contains approximately 40 columns of data/questions.
- Currently holds about 1,600 rows of submitted information.
Metric Sheets
- Approximately 20 separate metric sheets.
- These sheets reference data from the master intake sheet using SUMIFS formulas and other calculations.
- Metrics are primarily calculated based on Month and Location columns from the master intake sheet.
Location Dashboards
- Approximately 20 individual dashboards, one for each location.
- These dashboards display monthly totals and other metrics generated from the corresponding metric sheets.
Reports
- About 40 reports total (2 per location).
- These reports are embedded within the individual location dashboards.
Master Dashboard
- A central dashboard containing links to all 20 location dashboards.
- This dashboard is published through a SharePoint site.

Issue

I have started experiencing an issue where some location dashboards are no longer loading data correctly. In many cases, I can temporarily resolve the issue by opening the corresponding metric sheet, allowing it to load or recalculate, and then returning to the dashboard. However, for some locations, this fix only works for a few minutes before the dashboard begins displaying errors again.

The error messages vary depending on the widget type, chart, or report that is being displayed.

My Assumption

I suspect the issue may be related to the volume of data and calculations being processed. Currently, the solution includes:

Approximately 40 data columns.
Around 1,600 rows of records.
20 metric sheets referencing and aggregating data from the intake sheet.
Multiple SUMIFS and other formulas across those metric sheets.
20 location dashboards.
40 reports.
A master dashboard linking everything together.

Given the number of cross-sheet references, formulas, reports, and dashboards, I am wondering if I am reaching a performance limitation within Smartsheet.

Possible Workaround?

I have seen suggestions online where users create an automation that checks and then unchecks a checkbox field in the source sheet to force Smartsheet to recalculate or refresh its data. However, I am concerned that this may not be effective in my situation because some of the individual dashboards stop displaying data again within 15 minutes of closing the associated metric sheet.

Questions

Does this sound like a Smartsheet performance or recalculation limitation?
Has anyone experienced dashboards requiring metric sheets to be manually opened before data appears correctly?
Would an automated "refresh" workflow (check/uncheck checkbox) be a viable solution, or would I be better off redesigning the architecture to reduce dependencies and calculations?

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All comments

shetherington

My Dashboards also started to not display graphic charts and opening the underlying sheet would get it to work. But then it would stop again. Seems like something is not auto-refreshing the sheets anymore. Is there a setting for this or is there an issue with Smartsheet?

Tim Hanson

Hi Ty, I don't have a solution, but have just started experiencing a similar problem. I'm curious if something has changed on Smartsheet's side of the operation that has caused this issue?

In my case we have several charts that are looking at a source sheet. The source sheet does several functions that estimate the volume of work every week for the next two years. We have used these sheets for a couple years now with no significant issues. But yesterday the charts started showing no data, until I opened up the source sheet. And even then, the chart would only work for a few minutes.

I did notice when I opened the source sheet, all of the cells that were running formulas were displaying "0" for a few seconds… and then would populate with whatever value the formula was calculating. It's like the formula is only running when the sheet is open, but when it's closed the chart just sees zeros…

One thing I tried (it didn't work for me) was to replace any formulas that used the TODAY function. While we hadn't had an issue before, it seems that the TODAY formula only runs when the sheet is opened. So I created an automation that records today's date every morning, then all of the formulas that had formula used the TODAY function now reference the cell that the automation writes a date to every day.

I'll vote up this post and let you know if I find a solution…

Ty Werven

Thanks for the reply. I think its something on Smartsheet's end. Can I ask, are you experiencing this in all builds, or just ones with large amounts of referencing/data?

Ty Werven

Thanks for the reply, Tim. What you described is exactly what I noticed. The individual metric sheets would initially display "0"s, but within a second of opening them, they would refresh and revert to the actual counts based on the formulas.

I've seen the TODAY() fix recommended online as well, but I only use it for a few metrics that aren't part of this particular process, so I don't think that's the root cause in my case.

I also came across another suggested workaround where users create a helper column and set up automations to check and uncheck a checkbox on a regular schedule. The theory is that this forces Smartsheet to recognize a change and prioritize recalculating the sheet because it is treated as an action that requires processing. I'm not sure how much truth there is to that, though.

I don't think it would solve either of our situations anyway, since we're seeing the dashboard data disappear again within minutes. To be effective, the automation would likely need to check and uncheck the box every few minutes, which doesn't seem like a practical or reliable long-term solution.

I will @ you here if I find anything out.

Nitish K

Our Org is also facing this issue. When dashboards are idle after 4-5 hours data just vanishes. We have to open the support sheet and keep it open for 2 minutes for it to reappear. A permanent fix has to be implemented. Even if they say it's solved it's not yet solved

mkoch

We have exactly the same issue going on with our organizations metrics and dashboards. No data on the dashboard until we go over and open the metric sheet. The metric sheet displays zeros for a second and then the data appears. Hit save and then dashboards work fine. Hoping I do not have to build a new metric sheet or migrate to a different product.

Ty Werven

I submitted a ticket for our problem. It may be useful if other help escalate it as well.
https://help.smartsheet.com/contact/smartsheetapp

Ty Werven

I submitted a ticket for our problem. It may be useful if other help escalate it as well.
https://help.smartsheet.com/contact/smartsheetapp

Tim Hanson

This might be fixed? This morning my dashboards all loaded correctly. Fingers crossed.

Ty Werven

Yes. I think it has been resolved. Thanks.

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