Service now "Freezing" & forced to refresh web page
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‎02-26-2018 04:59 PM
Since January 2018, our ApHelpDesk team has been experiencing freezing. This happens when we are working on a case and typing up our emails in the comment box to send to our vendors. This usually happens after working on about 10 cases and we are forced to refresh the entire page. None of the drop down arrows, post, update, update and stay buttons would work. I know that our current session would expire if we leave for 30 minutes and come back, but this happens when i have been working on cases for 2-3 hours without a break. I am using windows 10.
Hoping for some help. Thanks!
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‎02-27-2018 11:18 AM
What browser are you using? Have you tried a different one? The fact that it takes a while to have the problem makes it sound like a browser related problem, but you never know. Are there any error messages in the error or warning logs? Are there a lot of scripts or business rules running in this application? Are there other long running business rules or scripts that could be using up too many system resources? Unfortunately these types of problems can be hard to nail down, but these are some places to start.
Hope that helps,
Steve
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‎02-27-2018 12:33 PM
It sounds really similar to our issue with the standard Internet Explorer and its current memory bleed issues. (We switched the enterprise-standard browser to Chrome to get around it.) I'm curious if that isn't what they are using.
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‎02-27-2018 01:46 PM
definitely feels like a memory bleed issue. It basically times you out in the middle of the case when you are working on it. Could be network related? I just got a new computer to test and still experiencing the time outs.
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‎02-27-2018 01:44 PM
I am using the latest Chrome on Windows 10. I tried Internet Explorer and experienced the same issue. Where do I check for warning logs? As far as I can tell, we currently have 700 new cases and we went up to 1500 cases in January. Maybe it has to do with our volume? Once are cases are closed, they stay there and our TOTAL CASE COUNT = 29779 cases. Is there a way we can archive our cases?
I only use chrome for service now besides that I use outlook for emailing and SAP our accounting software.
I just got a new computer and was originally on windows 7 (trying to pin point issues) so it is weird that this is happening.
