Troubleshooting & FAQs - Smartsheet

Troubleshooting

For common issues that apply to all connectors — authentication failures, syncs stuck or not progressing, no documents indexed, stale permissions — see Troubleshooting - Enterprise Search Connectors.

Sync fails with an authentication error after previously working

Symptoms: The connector synced successfully before, but syncs now fail immediately with an authentication error, even though nothing was changed in Simpplr.

Possible causes:

1. The API accesAPI access token is revoked was used outside the connector. Smartsheet issues a new refresh token each time one is used and rejects the old one — if the token entered in Simpplr is later used by another tool or integration (or the token exchange is re-run manually), the connector's stored token becomes invalid.

2. The service account that generated the token was deactivated, downgraded, or lost API access.

Resolution:

1. Sign in to Smartsheet as the service account, go to Personal Settings → API Access, and generate a new API access token (see Step 1 of Setup - Smartsheet).

2. Update the connector configuration in Simpplr with the new token.

3. Confirm the Domain matches your region (US, EU, AU, or Gov) — see the domain table in Setup - Smartsheet.

4. Keep the API access token dedicated to this connector — do not share it with other tools or commit it to source control.

Fewer items indexed than expected, or users cannot find content they have access to

Symptoms: Sync completes successfully but the item count is lower than expected, or users report that content they can open in Smartsheet does not appear in their search results.

Possible causes:

1. The account that generated the API access token cannot see the missing content. The connector only indexes content — and only reads sharing lists — visible to the token holder's account.

2. The token was generated by a non-admin account, so org-wide sharing lists or user directory data may be incomplete.

3. Some content types are disabled in the connector's content type filter, or the content falls outside the document age filter (default: last 2 years).

4. A recent sharing change has not yet been picked up — sharing changes are reflected within 24 hours (daily permission sync).

Resolution:

1. Generate a new API access token from a Smartsheet System Admin service account (see Permissions & Security - Smartsheet and Setup - Smartsheet), update the connector configuration, then trigger a manual full sync.

2. Review the content type and document age filters in the connector configuration.

3. For sharing changes, wait for the next permission sync, or trigger a manual full sync to apply them immediately.

Deleted Smartsheet items still appear in search results

Symptoms: A sheet, report, dashboard, or workspace deleted in Smartsheet still shows up in Simpplr search days later.

Possible causes:

1. Smartsheet does not provide a way to detect deletions incrementally, so this connector removes deleted items at the weekly full sync — not at the hourly incremental sync.

Resolution:

1. Wait for the next weekly full sync, or trigger a manual full sync from Enterprise Search → Smartsheet → Status to remove deleted items immediately.

2. If a deleted item persists after a full sync completes, contact Support.

Frequently asked questions

Common questions about sync frequency, deletions, audience filters, and throttling are answered in Troubleshooting - Enterprise Search Connectors. Security, privacy, and data questions are answered in Data & Security - Enterprise Search Connectors.

Smartsheet-specific FAQs

Q1. Are attachments on sheets and rows searchable?
No. Attachment content is not indexed.

Q2. Are dashboard charts and images searchable?
Text on dashboards — widget text, metric labels and values, and chart category labels — is searchable. Chart images and pictures are not indexed, and text within images is not extracted.

Q3. Which Smartsheet regions are supported?
All Smartsheet cloud regions — US, EU, AU, and Gov. During setup, the connector is pointed at your region's API address via the Domain field. The API access token must be generated on the same Smartsheet instance as that domain — tokens are not interchangeable across regions. See Smartsheet Regions and Step 1 of Setup - Smartsheet.

Q4. What happens if I revoke or regenerate the API access token?
Revoking the token in Smartsheet (Personal Settings → API Access) immediately invalidates it — the connector's syncs will fail with an authentication error until you generate a new token and update the connector configuration in Simpplr. Generate a replacement token before revoking the old one to avoid a sync gap.