Dashboard loading error

[samuelgomes]

I created a dashboard, but when I try to open it, the entire ServiceNow system freezes, preventing me from even clicking the "Edit" option for the dashboard. I have to close the browser tab to use the platform.

Note: I created this dashboard in my PDI.

Has anyone else encountered this situation?

[pratikjagtap · Accepted solution]

Hi @samuelgomes , 

This behavior is usually caused by a widget or report on the dashboard that is generating a very heavy query, an infinite refresh loop, or a client-side script error. Since the dashboard loads automatically, the browser becomes unresponsive before you can click Edit.

Here are the steps to troubleshoot:

1. Open the dashboard without loading widgets (recommended)

Try opening the dashboard in a different browser or an Incognito/Private window. If the issue is caused by cached client-side data, this may allow you to access the dashboard.

2. Remove the problematic widget from the backend

If you know the dashboard name:

• Navigate to Dashboards (pa_dashboards) and locate your dashboard.
• Open the related Dashboard Tabs.
• Open the Dashboard Widgets (pa_m2m_dashboard_tabs_widgets) or related widget records.
• Remove the recently added widget(s) without opening the dashboard UI.

You can also search directly for the dashboard record from the Application Navigator instead of opening it through the Dashboard page.

3. Disable auto-refresh

If one of the reports has a very short refresh interval, it can continuously execute queries and freeze the page. Remove or increase the refresh interval.

4. Check browser Developer Tools

Open F12 → Console before loading the dashboard and look for:

• JavaScript errors
• Network requests that never complete
• Requests returning HTTP 500 or 429

This often identifies the problematic widget.

5. Review the reports

If the dashboard contains reports:

• Check for reports with no filters on large tables.
• Look for dot-walked conditions or complex database views.
• Verify there are no scripts in interactive filters causing repeated execution.

6. Check the system logs

Navigate to:

• System Logs → Errors
• System Logs → Transactions

Look for long-running transactions or exceptions that occur when opening the dashboard.

7. Use another user/account

If possible, impersonate another user (or use a different admin account in your PDI) to determine whether the issue is user-specific or dashboard-specific.

8. Recover via list view

Instead of opening the dashboard:

• Navigate directly to the Dashboard table (pa_dashboards.list).
• Locate the dashboard record.
• Delete it or remove its widgets if necessary.

If this is a Personal Developer Instance (PDI)

Since it's your PDI, if the dashboard isn't important, the quickest solution is to delete the dashboard record (or its widget records) directly from the backend rather than trying to open it in the UI.

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Pratik

[samuelgomes]

Hi @pratikjagtap ,

Since I am testing in my PDI, the only solution was to delete and recreate the dashboard, adding the data visualizations I had created.

It worked, and I am now able to view the dashboard again.

Thank you for the explanations and help.