The loading screen will show up whenever your browser communicates back to our server. When users see this screen often or they have to wait for certain functions to complete there might be a reason behind this. Online speed tests are normally not a good indication of internet connectivity stability. You could have a fast internet connection, but there could be packet loss between your computer and your router. This will not appear in the speed test. We therefore have to use other tools to find where the issue could be.
- Ping test
Open up your terminal/console and type: "ping demo.taskflow.co.za -t". Let it run for at least 1 minute and then press CTRL+C to stop.
Copy your results to a safe place in case you need to send it to our support. The results should show between 1ms and 50ms per ping. Anything higher than that indicates a connectivity issue. The packet loss should be 0%. Anything higher than that will indicate an instability in your internet connection.
- MTR test
If you are using Windows, you can download this tool here: winmtr-0-92-en-win.zip. Mac OSX users can open up their terminal and type: "brew install mtr" to install the tool.
Run the tool and specify your TaskFlow URL. The MTR tool will show you the number of hops between your browser and your TaskFlow server. If there is any form of packet loss, the MTR tool will show you where in the chain the issue is. Copy your results to a text file.
- Find a pattern
Always try and look for patterns. For example, are you and all of your peers experiencing the loading issue, or is it a select few users or just one user? Another example is looking at what functions are being executed that are slow; the system could be fast when creating a record, but slow when sending an SMS or Email. These patters will help identify whether there is slow configuration in the system that could perhaps be optimised.
- Try a different internet connection
Switch to a different internet connection and repeat the debugging steps. If you see the same results on both internet connections, it could indicate that the connectivity issue is not on your side, but in our data center. You can log a query with us at email@example.com and we will investigate this. Please send the results from your debugging steps to us.
- Capture and send your results
If you are sure your internet connection is not the problem, try and capture a short screen recording of when/where you experience high loading and send this through to our firstname.lastname@example.org channel. What you capture might give our team insights as to where the issue is.
If none of the solutions solved your issue, please contact us on email@example.com and provide us with as much information as possible. Also indicate to us through which articles you have gone through in the troubleshooting guide.