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Troubleshooting Slow Portal Performance

Case 1: The Hexnode portal is very slow to load or not opening properly

Description

The portal takes a significant amount of time to load pages.

Probable Cause

This could be a network issue for which you can try out our recommended steps to identify and remediate the issue.

Solutions

Option 1: Test your network

Method 1: Using Google Internet speed test

Speed Testing

Open the Google search engine and search “Internet speed test”.

Click on Run Speed Test

click on the button to start running the speed test

This will test your upload/download speed and network latency. If the results are acceptable and supplemented by the minimum network speed advertised by your network provider, continue to the following method.

Method 2: Using Network logs

Network requests log

The Hexnode UEM console requires an acceptable network bandwidth to load and run pages actively. Using the browser Inspect Element window, you may view the total download size of the webpage, the time taken to load the webpage and find out which resources are taking the most time to load –

  1. Open Inspect Element window on your Hexnode console and go to the Network tab.
  2. Clear the current Network request logs, if it applies.
  3. Disable the browser cache so that the page loads all resources freshly.
  4. Reload the page.

You’ll find the cumulative results on the bottom of the Inspect Element window as –

  • Requests – The count of all requests made by the browser to the Hexnode server in the course of loading the page. All the requested resources are listed row-wise on the main pane.
  • Transfer size – The compressed size of all resources downloaded to load the page. This is the amount of download and upload data taken to load the page.
  • Resource size – The uncompressed size of all resources loaded on the page.
  • Load time – Total time taken to load the website at the current state.

You may take note of the resources taking a longer time to load and contact us for a troubleshooting session or continue to Method 3 to identify any error codes returned while loading the page.

Method 3: Using Console logs

Console logs

Sometimes there might be issues caused by firewall access configurations or some errors encountered while fetching data from the Hexnode server or a third-party data provider. Errors can be diagnosed more specifically with the inbuilt JavaScript console on popular browsers like Chrome, Safari and Mozilla. It will log all the errors recorded while loading the webpage.

To check the console logs for your Hexnode console page –

  1. Open Inspect Element window and go to the Console tab.
  2. the javascript console log will report errors encountered while loading page

  3. Reload webpage.

Some common error logs are –

Connection errors

  • ERR_CONNECTION_RESET: Connection to the page was interrupted.
  • ERR_CONNECTION_TIMED_OUT: The page took too long to connect.
  • ERR_NETWORK_CHANGED: Your device disconnected from the network or connected to a new network while loading the page.

The steps to troubleshoot such issues are given in order (you may stop when the issue passes) –

  1. Check your internet connection – You may refer to the suggestions in earlier method.
  2. Clear your cache.
  3. Close other tabs, extensions and apps.
  4. Restart the system.
  5. Update the browser.
  6. Remove unwanted software – There might be unwanted software on system causing the issues.

If the error persists, please check your network and firewall configurations. If the configurations don’t seem to cause the issue and you have also tried the other methods suggested in this documentation, don’t hesitate to contact our support team to help you further troubleshoot the exact nature of the issue.

Option 2: Use incognito browser

Site load problems can also be caused by third-party extensions active on the browser or by browser history data. Extensions are disabled by default in Incognito mode, and also the site is loaded freshly (no cookie or cached data). This might help up identify if either of these caused your issue.

  1. Open an Incognito window and log in to your Hexnode console.
  2. If the issue was resolved on Incognito mode, clear the browser history (cache and cookies), disable extensions and try reloading Hexnode on the same browser.

Option 3: Check for browser updates

A pending browser update might sometimes cause the issue. Keep your browser updated to get all security and performance optimizations up to date.

Option 4: Clear browser history

For Safari,
Clearing browsing history –

  1. Open Safari.
  2. On the menu bar, choose History > Clear History.
  3. Choose how far back you want your browsing history cleared and confirm the action.

Clearing browsing cache –

  1. Click on the Safari on the menu bar and select Preferences.
  2. Click on the Advanced tab. Select the Show Develop menu in menu bar checkbox and close the Preferences window.
  3. Select the Develop drop-down menu. Click Empty Cache.

For Chrome,

  1. Open Chrome.
  2. At the top right, click More (find the three-doted icon).
  3. Click More tools > Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time.
  5. Check the required boxes – Browsing history Cookies and other site data and Cached images and files.
  6. Click Clear data.

For Firefox,

  1. Open Firefox.
  2. On the menu bar, click on Firefox and select Preferences.
  3. Select the Privacy & Security panel and go to the Cookies and Site Data section.
  4. Click the Clear Data… button. The Clear Data dialog will appear.
    • Cookies and Site Data (to remove login status and site preferences) and Cached Web Content (to remove stored images, scripts and other cached content) should both be check marked.
  5. Click Clear.

OR

  1. Click on the menu button on the top right corner to open the menu panel.
  2. Click History and select Clear Recent History….
  3. Next to Time range to clear, choose Everything from the drop-down menu, select all options under History and then click the, OK button.

Option 5: Use a different browser

Use another browser to log in to your Hexnode console. Sometimes the browser might be causing the issue.

Case 2: A specific tab is slow to load

Description

The performance of the portal is affected only while loading a specific page or tab. For example, this could be occurring for only specific tabs or pages on Hexnode.

Probable Cause

This may occur due to stacking up pending actions on the portal or a massive volume of cached data.

Solution

Try clearing the browser cache and cookies. Cancel any unnecessary device actions that have been queued.

If the problem persists, don’t hesitate to contact our support for a portal checkup.

Case 3: The login process is very slow

Description

While trying to log in to Hexnode using the 2FA verification code, it takes a long time to reach the verification page and receive the verification code.

Probable Cause

This could happen when you configure a custom mail server for Hexnode operations and the email server takes a long time to connect.

Solution

Try reverting your email server to Hexnode’s default email server. To do that, go to Admin > Email and select Reset.

Notes:

You may also use the Test Mail feature to check if your configured email server is lagging.

Case 4: Actions are struck on ‘In Progress’ status in the Action History

Description

Actions initiated from the portal are unresponsive. The device page shows “Scanning in Progress” for an extended time or similar issues specific to Device Actions.

Probable Cause

It could be a performance issue on the browser’s part or a connection problem caused by a conflict with your firewall or VPN configuration. Check if your firewall settings is configured to allow Hexnode ports and sites (refer to the Hexnode Architecture page for the required ports and URLs).

For device actions struck on the “In Progress” state in the Action History page, please check the status after up to a minute. This is because Hexnode UEM takes additional security measures to encrypt the traffic for console operations. Therefore, the device actions might take up to a minute to update with a status.

Solution

Try clearing the browser history by following these steps –
For Safari,
Clearing browsing history –

  1. Open Safari.
  2. On the menu bar, choose History > Clear History.
  3. Choose how far back you want your browsing history cleared and confirm the action.

Clearing browsing cache –

  1. Click on the Safari on the menu bar and select Preferences.
  2. Click on the Advanced tab. Select the Show Develop menu in menu bar checkbox and close the Preferences window.
  3. Select the Develop drop-down menu. Click Empty Cache.

For Chrome,

  1. Open Chrome.
  2. At the top right, click More (find the three-doted icon).
  3. Click More tools > Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time.
  5. Check the required boxes – Browsing history Cookies and other site data and Cached images and files.
  6. Click Clear data.

For Firefox,

  1. Open Firefox.
  2. On the menu bar, click on Firefox and select Preferences.
  3. Select the Privacy & Security panel and go to the Cookies and Site Data section.
  4. Click the Clear Data… button. The Clear Data dialog will appear.
    • Cookies and Site Data (to remove login status and site preferences) and Cached Web Content (to remove stored images, scripts and other cached content) should both be check marked.
  5. Click Clear.

OR

  1. Click on the menu button on the top right corner to open the menu panel.
  2. Click History and select Clear Recent History….
  3. Next to Time range to clear, choose Everything from the drop-down menu, select all options under History and then click the, OK button.