Dashboard freezes during loading

[Ashwin]

Hi Team, 

I have a user facing an issue with Dashboards. We're currently in Australia Patch 3. 
There's a custom dashboard created and utilized by multiple users. Only 1 of them has the loading error. 

He do not have any role issue, he can view them and loads fine but this freezing issue occurs intermittently. 
Sometime, when he refreshes, the dashboard freeze. 

1. This issue exist in different browser and incognito. 
2. No extension added to browser.
3. When impersonated, it works fine. Same for other users who can access the same dashboard.

4. Cleared cache, still the same issue. 
5. I do not see 'par_dashboard_cache' table, thus not able to move forward with cache clearing in dashboard.

6. Interestingly, the dashboard did not freeze when the dev tools are opened, I tried multiple times.

If anyone has any idea on this, kindly do let me know. Appreciate any help. TIA. 
 

[Hemanth M]

Hi @Ashwin  ,

Interesting!!

• Is this happening in sub prod as well (can we check if this dashboard exist in sub prod)?
• Can we remove and reshare the dashboard with this user again?
• is this Performance Analytics Dashboard?

[Ashwin]

Hi @Hemanth M , thanks for the reply. 

It is happening in dev as well.
I did and the issue exist, I have also tried 'cancel_my_transactions.do'. It cleared the issue for a day and happened the next day. 
Its a platform analytics custom dashboard.

Thanks,
Ashwin

[Hemanth M]

Hi @Ashwin  ,

• Can you please check conditions on the data visualization or components on this dashboard, it may be pulling long list of records
• And also can you enable cached data (not to refresh immediately, set one hour) and refresh details to understand  understand what's happening! - try this is sub prod.

[Ashwin]

Hi @Hemanth M , 

The user said it happening for Dev but he does not have access to dev, he misunderstood the environment. 

I tried removing his dashboard access in prod and giving it to him again but that's worse - whole page is stuck and popup comes 'exit or wait for page'. 
As per the settings in current dashboard in prod, the enable cache is disabled. Since its working for other 13 people and only 1 person has this issue, I haven't touched it yet in production. 

When I impersonate the user in production, admin user (myself) does not have this issue. it is loading fast. But for the specific user, the page would not even load. He doesnt have any issue with any other dashboards. 

I asked him to try opening the dev tools, strange enough, when it freezes, he cant open it. 
I asked him to do 'cancel_my_transaction.do' and 'cache.do' before opening the dashboard after he was added again to dashboard. Still same issue.

Thanks in advance for the suggestions. 
Regards,
Ashwin