Troubleshooting
It is slow or will not load
How to tell in two minutes whether it is you, your network, or us.
Before writing to anyone, two minutes of elimination saves a whole conversation. The cause is usually closer than it seems.
Elimination, in order
- 1
Try another tab or a private window
If it works there, it is a browser extension or a stuck session. It is the commonest cause.
- 2
Try mobile data
If it works on your phone but not on the office wifi, it is your network — usually a firewall or proxy.
- 3
Ask a colleague
If it works for them in the same office, it is your machine. If it works for nobody, it is something else.
| What you find | What it is | Who to tell |
|---|---|---|
| Works in a private window | An extension or the cache | Nobody: closing and reopening fixes it |
| Works on mobile data | The office network | Your IT person |
| Works for nobody in the office | The network, or us | Your IT person first |
| Works for nobody, anywhere | Us | Support, and check the status page |
What is slow without anything being broken
- Uploading fifty files over a slow connection: go in batches of five.
- Opening a list of thousands of cases unfiltered: filter first.
- A two-hundred-page PDF: it is slow to open, not frozen.
Worth knowing
If something hangs but the rest of the internet is fine for you, try the private window first. Nine times out of ten that is it.
›Is there a page showing whether it is down?
Yes, the status page. It is the first thing to check if it works for nobody.
›Does clearing the cache help?
Yes, and that is what you are testing with a private window.
›What do I tell support?
What you were doing, from where, and which elimination steps you already did. That saves half the questions.
A real case
The situation
One person cannot get file uploads to load while the rest of the office can.
What you do
- Tries a private window and it works
- Disables a blocking extension
What you get
Resolved in two minutes without opening a ticket.
The situation
It is slow on only one machine in the team.
What you do
- Tries another machine before reporting
What you get
The problem is located in a minute.
The situation
It is slow at the same time every day.
What you do
- Notes the time and tries outside that window
What you get
A load peak is told apart from a fault.
The situation
One particular screen is slow and the rest are not.
What you do
- States exactly which screen when reporting
What you get
Diagnosis starts where it should look.
The situation
It is slow over the company VPN.
What you do
- Tries without it to compare
What you get
You learn whether the bottleneck is your own network.
The situation
Slowness is reported with no detail.
What you do
- Provides time, screen and whether others see it too
What you get
The first reply is already a diagnosis.
This article answers
- the platform is very slow
- the page will not load
- it hangs on loading
- connection problems with the platform