Slow Loading Issues in HelpCrunch

Diagnose and Fix Performance Issues Step-by-Step

Written by Alex

Updated 4 days ago

Overview

HelpCrunch is built for real-time communication and seamless performance, but users may sometimes experience slow loading times. This guide provides a structured troubleshooting approach, covering common causes, fixes, and advanced diagnostics to resolve performance issues efficiently.

Understanding WebSockets and Their Role in HelpCrunch

HelpCrunch relies on WebSocket technology to maintain a persistent, real-time connection between your browser and our servers. Platforms like Facebook, Google Docs, and Slack also use WebSockets because they provide low-latency communication without the need for repeated HTTP requests.

Why WebSockets Are Important

Persistent Connection – Unlike traditional HTTP requests, WebSockets keep a continuous connection open, reducing network overhead
Low Latency – Messages are exchanged in real-time, improving response speed.
Efficient Resource Usage – WebSockets eliminate redundant requests, minimizing bandwidth consumption.
Bidirectional Communication – Both client and server can send messages anytime, making interactions instant.

Common Issues with WebSocket connection

Connection Drops – unstable network may cause WebSockets to disconnect and reconnect, causing delays.

Firewall, AntiVirus software & VPN Blocking – Security settings may restrict WebSocket traffic, leading to performance issues.

Browser Power-Saving Features – Some browsers suspend inactive tabs, which disrupts WebSocket functionality.

Common Causes of Slow Loading

📶 Internet Connection Issues

Unstable or weak Wi-Fi connection may cause performance issues, even if your speed test shows high Mbps.
Distance from the router matters – even with strong signal, devices further from the router may struggle to send data back.
Packet loss or high latency can lead to reconnections and slow page loading.

Solution: Move closer to the router or use a wired connection when testing performance.

Try using a different internet connection types. For example, turn on the mobile hotspot on your phone and connect a computer to check if the problem persist.

🖥️ Browser-related problems

Outdated browsers may lack optimizations for WebSocket communication.
Too many open tabs (especially multiple HelpCrunch inbox tabs) or resource-heavy extensions can slow down interactions.

Solution: Use Google Chrome or Mozilla Firefox and disable unnecessary extensions.

🔐 Network Restrictions, Firewalls, Antivirus Software & VPN

Corporate networks may throttle WebSocket connections.
Firewalls & antivirus software can block WebSocket traffic.
VPN can introduce latency or prevent WebSocket from functioning properly.

Solution: Disable VPN, pause antivirus software, and test HelpCrunch again.

🗑️ Heavy Cached Data

Old cache files and cookies can interfere with HelpCrunch loading properly.

Solution: Make sure to clear the cache, cookies, and local storage according to this instruction.

Step-by-Step Troubleshooting Guide

Check Your Internet Connection

Run an internet speed test (Speedtest)
Select a test server in Germany, for example:

Open Speedtest.
Click "Change Server".
In the search bar, type "Germany" and select a server in Frankfurt or Berlin.
Start the test and note your ping, download, and upload speeds.

Switch to a wired connection if possible.

Restart your router or modem and test HelpCrunch again

Try connecting to another internet source, such as a mobile hotspot from your phone, to see if the issue persists.

Refresh or Restart Your Browser

Close unnecessary tabs and restart the browser.
Use Google Chrome or Mozilla Firefox.
Open HelpCrunch in an incognito/private browsing window.

Clear Cache, Cookies, and Local Storage properly

To fully clear the cache in Google Chrome and Mozilla Firefox:

Open the browser and press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac).
Select "All Time" in the time range.
Check Cookies and Site Data, Cached Images and Files, and Site Settings. (We don`t recommend checking the Passwords and Autofill form data fields)
Click Delete Data and restart your browser.

Disable Browser Extension

Some extensions (such as uBlock origin and security tools) may cause page not loading fully.
Temporarily disable all extensions and test again.

How to disable extensions:

Open your browser (Google Chrome or Mozilla Firefox).
Enter the following address in the browser's address bar:

For Google Chrome: chrome://extensions/
For Mozilla Firefox: about:addons/

Press Enter to open the extensions management page.
Disable all extensions.
Refresh HelpCrunch and check performance

Adjust Power-Saving Settings in Browser

New browser versions may automatically suspend inactive tabs, which can disrupt WebSocket connections.

How to prevent this in Google Chrome:

Open Chrome Settings → Performance
Add Your_organization_name.helpcrunch.com to your exclusions list to keep it from falling asleep. (For example apple.helpcrunch.com)

How to prevent this in Mozilla Firefox:

Open Firefox Settings → General
Scroll down to the Performance section.
Uncheck "Use recommended performance settings".
Disable "Enable automatic tab discarding" to prevent inactive tabs from being suspended.

Check for Errors in the Browser Console

How to open the Developer Console and check for errors:

Google Chrome:

Windows/Linux: Ctrl + Shift + J and switch to the Console tab at the top
Mac: Cmd + Option + J and switch to the Console tab at the top

Mozilla Firefox:

Windows/Linux: Ctrl + Shift + K and switch to the Console tab at the top
Mac: Cmd + Option + K and switch to the Console tab at the top

Look for red error messages that may indicate loading or script issues. If you find any errors, take a screenshot and send it to the support team.

Check the Network Tab for Slow or Failed Requests

How to open the Developer Console and check network requests:

Google Chrome:

Windows/Linux: Ctrl + Shift + J and switch to the Network tab at the top
Mac: Cmd + Option + J and switch to the Network tab at the top

Mozilla Firefox:

Windows/Linux: Ctrl + Shift + K and switch to the Network tab at the top
Mac: Cmd + Option + K and switch to the Network tab at the top

Steps to check network activity in both browsers:

After you navigate to the Network tab, reload the page (Ctrl + R or Cmd + R).
Wait for one minute. When the page is fully loaded, sort requests by 'Time' to identify the slowest ones.
Look for failed requests (marked in red) and click them to see details.
Take screenshots of slow and failed requests to share with support.

Still having issues? Collect this information before contacting support

Check if the issue affects all agents:

Ask your team members if they are experiencing the same problem.
If only one agent is affected, check their browser, network, or device settings.
If multiple agents are affected, follow the troubleshooting steps below.

Provide the following details:

Internet Speed Test Results (Screenshot from Speedtest, using a server in Germany).
Console Log Errors (From Developer Console)
Network Tab Screenshot (Sorted by time)
Active Inbox Name (Which inbox is affected).
Detailed Description of the Issue:

Is the HelpCrunch loading slowly or not loading at all?
Are there missing notifications?
How long does it take to load?

6. Screen Recording (If possible, record the issue happening).

Send all collected data directly in the HelpCrunch chat. The more details you provide, the faster we can diagnose and fix the issue! 🚀

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