---
id: KB-PR-009
url: https://app.codecontract.io/help/troubleshooting/it-is-slow-or-will-not-load
idioma: en
categoria: problemas
audiencia: usuario
nivel: basico
actualizado: 2026-08-13
tambienEn: [es]
relacionados: [KB-PR-005, KB-PR-006]
citadoPor: [KB-PR-010, KB-TD-013]
---

# It is slow or will not load

_How to tell in two minutes whether it is you, your network, or us._

**Responde a:** the platform is very slow · the page will not load · it hangs on loading · connection problems with the platform

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.

> [!NOTE]
> 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.

## Ejemplos

**One person cannot get file uploads to load while the rest of the office can.**

- Tries a private window and it works
- Disables a blocking extension

→ Resolved in two minutes without opening a ticket.

**It is slow on only one machine in the team.**

- Tries another machine before reporting

→ The problem is located in a minute.

**It is slow at the same time every day.**

- Notes the time and tries outside that window

→ A load peak is told apart from a fault.

**One particular screen is slow and the rest are not.**

- States exactly which screen when reporting

→ Diagnosis starts where it should look.

**It is slow over the company VPN.**

- Tries without it to compare

→ You learn whether the bottleneck is your own network.

**Slowness is reported with no detail.**

- Provides time, screen and whether others see it too

→ The first reply is already a diagnosis.