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Platform Slowness | Troubleshooting

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Hi Team,

This article would help you to check/trouble shoot issues related to Platform slowness.
Performance issues may have any number of underlying causes. These may be at the level of the entire LeadSquared application or a specific feature or service. 

Note: Before attempting to diagnose or troubleshoot any issue, first check our status page for ongoing issues.
Also post that check via SA if it is reproducible.

A.  Single user reported Slowness (Issue is reproducible on his particular machine). Please follow the below steps.

1 . Browse for other Websites/Pages

Please get on a call with the user and check/try opening other websites and see if you are seeing slowness.
  • Are other sites being affected or just LeadSquared?
  • Is your entire team experiencing slowness?
  • Is the issue occurring for users on different connections? For example, if you’re using a wired connection, is the issues occurring for users on Wi-Fi as well?
  • If you have employees in other offices or working remotely, are they also experiencing the same level of performance?
If you answered ‘No’ to the questions above, you’re likely to be facing a network issue and not a LeadSquared specific problem.

2. Ping Test
Check your internet connection is working fine.
  1. Open other websites/applications on your browser. Are other sites slow as well or is it just LeadSquared?
  2. Perform a speed test on your internet connection. Go to https://www.speedtest.net/ to check the ping, download and upload speed of your connection

3. Check your browser
  1. Please try to reproduce the issue in another browser
  2. Clear your cache and cookies. This is not only a key troubleshooting tip; it may also resolve your issue altogether. 
 Here’s how you can clear your cache and cookies –
  1. Google Chrome
  2. Mozilla Firefox
  3. Internet Explorer
  4. Safari

       3. Certain browser extensions, add-ons, and plug-ins may cause issues while rendering pages in LeadSquared. One such plug-in is “Dark Mode Extension” which cause issues with LeadSquared. Try to avoid such plug-ins and/or try private browsing mode and see if the issue persists.

4. Generating a Traceroute for Troubleshooting

When Troubleshooting further our SRE team requires additional information about the path your browser takes to get to your LeadSquared instance. You need to generate a traceroute to your LeadSquared instance, as well as to https://www.google.com/ to help us analyze the performance issue.

Windows

  1. Press the Windows key and R to open the command line.
  2. On the Run window, type CMD and press Enter.
  3. In the Dos window, type “tracert <subdomain>.leadsquared.com”, then press Enter.
  4. Copy the results of the traceroute.
  5. Repeat the steps with “tracert google.com”, then press Enter.
  6. Copy the results of the traceroute.

Mac

  1. Open the Network Utility app (you can search for it using Spotlight).
  2. Click the Traceroute
  3. Type “https://<subdomain>.leadsquared.com”, then click Trace.
  4. Copy the results of the traceroute.
  5. Repeat the steps for “google.com”.
  6. Copy the results of the traceroute.
5. Check for antivirus scan
Check if any network ports are blocked or any antivirus installed in your system, try temporarily disabling the antivirus and check.

6. Switch Browser
It may be possible the issue is tied to one browser itself, hence ask the user to switch the browser and then try logging into Leadsquared and check if the slowness is still observed.

7. Switch Machine
Can ask user to try logging into another system/machine and check if still observing slowness.

8. Try switching to another network:
Sometimes the issue is tied up to specific network which causes issues, please ask the user to try changing network or mobile hotspot and try logging into LSQ to see if any slowness is seen


B. Multiple Users Facing Slowness ( Reproducible only at Customer place)

Do follow the above 8 steps provided above and in addition to these follow the below steps.
1. Check via SA if slowness is observed 
2. If yes, please check Grafana dashboard for the particular Org ID and report it to SRE if any spikes seen. 
3. If no, get on a screenshare session with user and check which particular module is having slowness, try record the screen. Further to that, capture the .HAR file for further debugging to SRE team.
4. Post getting all the details please reach out to SRE team via raising a ticket and inform the Shift lead/Team lead about the recent downtime issue.

C. Issue reproducible across:
Follow the same steps above and in addition to this, please refer below:
1. Check SA and try re-producing the issue at our end.
2. Check Grafana Dashboard for issues happening for any particular region/cluster
3. Check internally with the team if any other customer within the region reported any slowness/latency issues.
4. Gather all the details are raise a ticket with SRE and inform the shift lead/TL

Additional Note: #

Capturing .HAR file and checking error in Console.

Console Information 

  1. If manage leads page is slow you can go to that page and follow the below steps
  2. On your browser, right-click on the page that is slow, then click Inspect. (Alternatively, you can enter Ctrl+Shift+I
  3. Navigate to Console and check for the errors.

Capture .HAR file.

  1. On your browser, right-click on the page that is slow, then click Inspect. Select the Network tab, then enable the Preserve log checkbox.
  2. The small red circle in the top-left of the console indicates that it is recording. If the circle is black, click on it to begin recording
  3. .Navigate the scenario or reproduce the issue. You will observe that data is being collected.
  4. Click the red circle to stop recording after the error is observed.
  5. Right-click in the list of entries loaded and select Save as HAR with Content to download the .har output file.
Our SRE team requires this file for troubleshooting the issue.

AreaErrorPossible Cause
Entire PlatformError Processing Your RequestDatabase issues on our side
500 Oops!
APIs504Database issues on our side
500Code Issues
429API Rate Limits
Please let us know if any additional questions.

Best,
Kiran




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