Troubleshooting

This error occurs when Zluri cannot connect to Smartsheet because the API token is invalid or incorrect.

To fix this:

1. Generate a new API token in Smartsheet

   1. Go to Smartsheet → Account → Personal Settings
   2. Click API Access
   3. Click Generate new access token
   4. Provide a name for the token
   5. Copy the generated token immediately (it won’t be shown again)

2. Verify the token format

   • Ensure you copy the full token without spaces or extra characters
   • The token should be a long alphanumeric string
   • Confirm no characters are missing from the start or end

3. Test the token

   • Access Smartsheet API directly with the token to verify it works
   • Ensure the token wasn’t modified during copying

After generating the new token, reconnect the integration in Zluri.

This error occurs when the API token used to connect Smartsheet to Zluri has expired.

Possible causes:

• Token expired due to inactivity
• Manual revocation
• Security policy changes
• Administrative cleanup

To fix this:

1. Generate a new token from Smartsheet → Account → Personal Settings → API Access
2. Delete the expired token from the same page to maintain security
3. Use the new token to reconnect the integration in Zluri

This error occurs when the Smartsheet user account doesn’t have permissions to access user data.

To fix this:

1. Ensure the Smartsheet user has one of these roles:

   • System Administrator
   • Group Administrator (with user management permissions)

2. Verify the user can:

   • Access Admin Center → Users
   • View and manage user lists
   • Manage account-level permissions

3. If the user lacks privileges, contact a Smartsheet System Administrator.

This error occurs when the user who originally connected the integration lost user management permissions.

To fix this:

1. Confirm the original user still has one of these roles:
   • System Administrator
   • Group Administrator with user access permissions
2. Check if the role was changed or downgraded
3. Restore the required permissions or reconnect the integration using an account with the right access

This error occurs when the Smartsheet user cannot access group data.

To fix this:

• Ensure the user has System Administrator or Group Administrator privileges
• Verify access to Admin Center → Groups
• Confirm group management is part of the Smartsheet plan
• Reconnect the integration once permissions are confirmed

This error occurs when the user who connected the integration lost permissions to access groups.

To fix this:

1. Restore group access for the original user
2. Ensure the user holds System Administrator or Group Administrator privileges
3. Reconnect the integration with a user who has valid group access

This error occurs when the connected Smartsheet account is on a plan that does not support API integrations.

To fix this:

1. Upgrade your Smartsheet plan

   • Go to Admin Center → Billing
   • Review your plan details
   • Click Change Plan or Upgrade
   • Select the Business or Enterprise plan
   • Complete the billing setup

2. Required plan features

   • API access
   • User management
   • Group management (if required)
   • Administrative controls

3. Alternative options

   • Contact your Smartsheet account manager
   • Check if your organization already has an eligible plan
   • Request to be added to the Business or Enterprise plan

After upgrading, reconnect the integration in Zluri.

This error occurs when the Smartsheet plan has expired or been downgraded.

To fix this:

1. Go to Admin Center → Billing
2. Review your plan status and expiration date
3. Renew or upgrade to a Business or Enterprise plan
4. Ensure billing information is up to date
5. Reconnect the integration once the plan is active

This error occurs when the Smartsheet account has been locked or suspended.

To fix this:

1. Contact Smartsheet Support and provide account details
2. Request account unlocking or reactivation

Possible causes:

• Billing or payment issues
• Security policy violations
• Suspicious activity
• Administrative suspension

Prevention tips:

• Keep billing details current
• Follow Smartsheet security policies
• Maintain regular account activity

This error occurs during synchronization when the Smartsheet account becomes locked.

To fix this:

1. Contact Smartsheet Support to unlock the account
2. Resolve any issues that caused the lock
3. Ensure compliance with Smartsheet account policies
4. Reconnect the integration after reactivation

This error occurs when the user attempting to connect Smartsheet to Zluri is not a System Administrator.

To fix this:

1. Request System Administrator privileges from your Smartsheet admin
2. Or, have a System Administrator connect the integration and provide the generated API token
3. Verify System Administrator access under Account → Personal Settings → Role
4. Ensure the token is securely shared and stored

This error occurs when the user who connected the integration no longer has System Administrator privileges.

To fix this:

1. Restore System Administrator privileges to the original user, or
2. Reconnect the integration using an account with System Administrator access
3. Ensure the connecting account maintains the required role
4. Update documentation with new connection details