Plan Availability | All plan types |
Permissions | General Access: Follow troubleshooting steps or contact support as needed. |
Related Reading |
Common Issues and Solutions
When to Troubleshoot:
Your view doesn’t load or "spins" for an unusual amount of time.
A field you just added doesn’t appear.
You get a "page not found" or HTTP 404 error.
You receive a message indicating a problem.
Fortunately, most issues can be resolved with simple steps outlined below.
Do a "Hard Refresh"
A hard refresh often resolves common issues related to caching.
On Mac:
Hold ⌘ Cmd and ⇧ Shift.
Press R.
On Windows:
Press CTRL + F5.
Clear Your Browser Cache
If a hard refresh doesn’t resolve the issue, clear your browser’s cache. Use the instructions linked below for your browser:
Additional Troubleshooting Steps
Before contacting support, try these steps:
Test in a Different Browser: Check if the issue persists in another browser.
Use Incognito or Private Browsing: Open an incognito or private browsing window to test.
Verify Your Setup: Ensure your system meets SmartSuite’s technical requirements.
Ask Collaborators: Confirm if others are experiencing the same issue.
Capture Console Errors: Use your browser’s developer console to capture error messages (instructions below).
Opening Your Browser’s Developer Console
Bug reports are more useful when accompanied by error messages from your browser’s console. Follow these steps to open the developer console:
Chrome:
Press F12 or go to More Tools > Developer Tools via the menu.
Switch to the Console tab.
Safari:
Enable the Develop menu in Preferences > Advanced.
Press Option + Cmd + C or go to Develop > Show JavaScript Console.
Edge:
Press Ctrl + Shift + I or go to More Tools > Developer Tools.
Switch to the Console tab.
Firefox:
Press Ctrl + Shift + J (or Cmd + Shift + J on Mac).
Access the Browser Console via the menu.
Note that Firefox opens the console in a new window.
Once open, take a screenshot of any errors displayed.
What if I Still Have Issues?
In the unusual event of a widespread outage or technical issue with the SmartSuite service itself, you can get more information at our Status Page site.
To contact support:
Click the blue circle icon in the bottom-right corner of your SmartSuite screen.
Select Send us a message.
Provide any relevant information, including screenshots and details from the console.
Practical Use Cases and Scenarios
1. Resolving Loading Issues
Scenario: A saved view keeps spinning and won’t load.
Solution: Perform a hard refresh or clear the browser cache. If the issue persists, open the developer console and capture any errors.
Outcome: The issue is identified and resolved, restoring normal functionality.
2. Fixing Field Visibility Errors
Scenario: A recently added field doesn’t appear in the table.
Solution: Verify the field’s configuration, refresh the browser, and test in an incognito window.
Outcome: The field is displayed as expected after resolving browser caching issues.
3. Addressing Collaboration Issues
Scenario: Multiple users report similar errors when accessing shared views.
Solution: Confirm SmartSuite’s status and ensure that all collaborators meet technical requirements.
Outcome: Improved collaboration by identifying and addressing root causes.