Diagnose Reports of Slowness in iCarol with Inspect - Network - Waterfall details

Diagnose Reports of Slowness in iCarol with Inspect - Network - Waterfall details

OBJECTIVE: If slowness is experienced in iCarol, the following steps can be taken to investigate and help determine if the slowness is a result of the iCarol server, or the user’s internet/network connection, by using the Inspect > Network > Waterfall details.

Note, the screenshots in this document were taken using Google Chrome. If you are using a different browser, the “embedded window” shown may appear slightly different. However, the instructions themselves don’t differentiate and these screenshots can still be used as reference.

STEPS:

1. Start from the page/area of iCarol you’re on immediately before the slowness begins, and press ‘F12’ on your keyboard. For example, if you’re experiencing slowness when searching for resources within a call report, you’ll want to press F12 before you start searching for resources.  NOTE: For some users, the F12 button may not open the ‘Inspect’ window.  If you are using Google Chrome, click the 3 vertical dots in the upper right hand corner of the browser to open the Chrome menu.  Choose ‘More tools’, then choose ‘Developer tools’.

2. This will open an embedded ‘Inspect’ window with more details about the activity occurring; start by selecting the ‘Network’ tab along the top of the embedded window. Then select ‘All’ to show the most detailed information available.


3. Next, complete the step in your process where you’re experiencing slowness (ex. select a specific resource to view the details, complete a search for past calls, etc.), and notice additional details appear at the bottom of the embedded window


4. Click the ‘Time’ column to organize the results from smallest to largest


5.  You’re looking for any ‘Time’ over 5 seconds, except for any activity with “websynch.ashx” appearing in the ‘Name’ column because these activities are unrelated to the actual load times

6. If you find any activity over 5 seconds, hover your mouse over the corresponding data in the ‘Waterfall’ column and take a screenshot of your entire screen – it is important the URL and date/time stamp are included in this screenshot


7. Analyze the data found in the Waterfall column, as follows:        

  1. Waiting: is how long the server was processing the request; if it is over 5 seconds this indicates the issue may be related to communication with the iCarol servers, and so this is something you can submit in a ticket to iCarol Support to investigate further
  2. Content Download: internet connectivity between your location and our internet center; this is not on iCarol’s side but rather the client’s network itself, so you will need to investigate your internet and network connections to determine if there might be a problem there

8. If the Waiting time is more than 5 seconds, send the following information to iCarol Support:

  1. Capture a screen recording whenever possible
  2. A screenshot of the page that was loading slow. In the screenshot make sure the URL and date/time is shown in the image
  3. The steps taken leading up to the slowness. For example, if you experienced slowness when the Statistics page first loaded, and directly before that you were in a call report in ‘Edit’, you would need to say something along the lines of the following:
    1. I had a contact form open that I was documenting
    2. I clicked 'Save as draft' in the contact form
    3. Then I clicked the 'Statistics' link in my left side menu
    4. The pop-up message appeared that asked if I was sure I wanted to leave the contact form I was in, and I clicked 'OK'
    5. Then the Statistics page took over 5 seconds to load
Here is a short video showing how to use the Inspect - Network - Waterfall details tool:




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