Troubleshooting

This page contains a list of common errors and known issues encountered while integrating Smartsheet with Zluri, and instructions on how to fix them.

If your issue isn’t mentioned here, feel free to submit a ticket or contact us directly at [email protected].

SMT-100-A: The API token used for this integration is incorrect

This error occurs while connecting Smartsheet to Zluri with an incorrect or invalid API token.

To resolve this error:

• 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 meaningful name for the token
  5. Copy the generated token immediately (it won't be shown again)

• Verify token format:

  • Ensure you're copying the complete token without spaces or extra characters
  • The token should be a long alphanumeric string
  • Confirm no characters are missing from the beginning or end
  • Do not include any additional text or formatting

• Test the token:

  • Try accessing Smartsheet API directly with the token to verify it works
  • Ensure the token hasn't been accidentally modified during copying

After generating a new API token, try to connect the integration again.

SMT-100-B: The API token used for this integration has expired

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

Common causes include:

• Token expiration due to inactivity
• Manual token revocation
• Account security policies
• Administrative token cleanup

To resolve this error:

1. Generate a new API token:

   • Go to Smartsheet → Account → Personal Settings → API Access
   • Click Generate new access token
   • Copy the new token immediately

2. Revoke the old token (if still visible):

   • Delete the expired token from your API Access settings
   • This helps maintain security

3. Use the new token to reconnect the integration in Zluri

SMT-101-A: The API token used for this integration does not have sufficient permissions to access users

This error occurs when the Smartsheet user does not have the necessary privileges to access user information.

To resolve this error, ensure the user has one of the following roles:

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

Additionally, verify that:

• The user can access the Admin Center in Smartsheet
• The user has permission to view and manage users
• No custom restrictions are blocking user data access
• The account plan includes user management features

Steps to check permissions:

1. Go to Smartsheet → Admin Center → Users
2. Verify you can view the user list
3. Check your role under Account → Personal Settings
4. Ensure you have administrative privileges

If you don't have sufficient permissions, contact your Smartsheet System Administrator.

SMT-101-B: The permissions for the API token used earlier to connect have been revoked

This error occurs when the Smartsheet user who connected to Zluri has lost the required permissions to access users.

To resolve this error:

1. Verify the original user still has appropriate permissions:

   • System Administrator role
   • Group Administrator with user access
   • Access to the Admin Center

2. Check if the user's permissions were modified:

   • Role may have been downgraded
   • Admin privileges may have been revoked
   • The user may have been moved to a different group

3. Restore the necessary permissions or reconnect the integration with a user that has sufficient privileges

SMT-102-A: The API token used for this integration does not have sufficient permissions to access groups

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

To resolve this error:

• Ensure the user has System Administrator or Group Administrator privileges
• Verify that the user can access Admin Center → Groups
• Check that group management is available in your Smartsheet plan
• Confirm the user can view and manage groups

If you cannot access groups, contact your Smartsheet System Administrator to grant the necessary permissions.

SMT-102-B: The permissions for the API token used earlier to connect have been revoked

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

To resolve this error:

1. Restore group access permissions for the original user
2. Ensure the user has System Administrator or Group Administrator privileges
3. Reconnect the integration with a user having the required permissions to access groups

SMT-103-A: Your Smartsheet account needs to be on a Business or Enterprise plan to connect this integration

This error occurs when your Smartsheet account doesn't have the required plan level for API integrations.

To resolve this error:

• Upgrade your Smartsheet plan:

  1. Go to Smartsheet → Admin Center → Billing
  2. Review your current plan details
  3. Click Change Plan or Upgrade
  4. Select Business or Enterprise plan
  5. Complete the billing setup

• Required plan features:

  • API access capabilities
  • User management functionality
  • Group management (if needed)
  • Advanced administrative controls

• Alternative solutions:

  • Contact your Smartsheet account manager for plan options
  • Verify if your organization has an existing Business/Enterprise plan
  • Check if you need to be added to the correct plan

After upgrading to the appropriate plan, try to connect the integration again.

SMT-103-B: Your Smartsheet account's Business or Enterprise plan has expired

This error occurs when your Business or Enterprise subscription has expired or been downgraded.

To resolve this error:

1. Renew your Business or Enterprise subscription:

   • Go to Admin Center → Billing
   • Review your plan status and expiration date
   • Renew or resubscribe to the appropriate plan
   • Ensure billing information is current

2. After upgrading, reconnect the integration to restore full functionality

SMT-104-A: Your Smartsheet account has been locked

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

To resolve this error:

• Contact Smartsheet Support:

  • Reach out to Smartsheet customer support immediately
  • Provide your account details and explain the integration issue
  • Request account unlocking or reactivation

• Common causes of account locking:

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

• Steps to prevent future locking:

  • Ensure billing information is up to date
  • Follow Smartsheet security best practices
  • Maintain regular account activity
  • Monitor account notifications

SMT-104-B: Your Smartsheet account has been locked

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

To resolve this error:

1. Contact Smartsheet Support to unlock your account
2. Address any underlying issues that caused the account lock
3. Ensure account compliance with Smartsheet policies
4. Reconnect the integration once the account is reactivated

SMT-105-A: You need to be a System Administrator to connect this integration

This error occurs when the Smartsheet user is not a System Administrator.

To resolve this error:

• Request System Administrator privileges:

  1. Contact your current Smartsheet System Administrator
  2. Request to be granted System Administrator access
  3. Explain the need for API integration capabilities

• Alternative approach:

  • Have a current System Administrator connect the integration
  • Ensure they provide the API token to authorized users
  • Maintain proper token security and access controls

• Verify System Administrator status:

  1. Go to Account → Personal Settings
  2. Check your role and permissions
  3. Confirm access to Admin Center features

SMT-105-B: The user who connected this integration has been removed from the System Administrator role

This error occurs when the user who connected the integration has lost System Administrator privileges.

To resolve this error:

1. Restore System Administrator privileges to the original user, or
2. Reconnect the integration using a current System Administrator account
3. Ensure the new connecting user maintains System Administrator status
4. Update any documentation with the new connection details

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If your issue is not listed here, please contact Zluri support with the error details for further assistance.