Slow performance can be caused by a few different things, including any of the following:
Data loading problems, ie: Loading the Orders List view and waiting for the list to generate on the page.
Creating / Updating data, ie: Creating or editing order data and waiting for the new data to save.
"Behind the scene" functions, ie: Generating documentation or executing bulk actions to update multiple records.
Browser is frozen or stuck, ie: Unable to take any further action on the screen.
‼️ Resolving performance issues relies on getting as much information as possible. If you feel the system is much slower than normal, please contact our support team with the required information.
Internet & Browser-Specific Checks
Is it the internet connection? (Pretty obvious, but necessary to rule out anything outside the Qargo application itself.)
A quick check of another website, confirm they operate with no performance issues; for instance a YouTube video loads and plays with no issues.
Use Incognito/Private Browsing Mode: If the issue occurs only for certain users or specific orders, opening Qargo in an incognito or private browsing window often resolves it. This step can help isolate browser settings that might be affecting users.
To quickly enter incognito / private browsing mode:
Ctrl+Shift+N in Chrome/Edge
Ctrl+Shift+P in Firefox
*Use Cmd instead of Ctrl if using a Mac
Use an alternate browser. Try loading Qargo in a completely different browser, ie: if using Chrome, try loading in Firefox.
Does the performance seem any slower/faster in the new browser?
Reporting slow performance
Share a visual recording (REQUIRED)
OPEN User Profile Settings and locate the 'Record and report an issue' option.
CLICK the 'RECORD AND REPORT AN ISSUE' link.
CLICK the 'Record and report an issue' link.
RECORD the workflow that is impacted by slow performance.
Recording starts right away (max 5 min)
Perform the slow action
CLICK 'Stop recording' once the impacted function has been captured.
REPORT the impacted workflow to Support. The support channel will automatically open allowing the recording to be submitted directly to the support team.
Paste the report (Ctrl+V / Cmd+V) and send it
🎥 If the screen is stuck and you are unable to use the record and report feature, record
Provide key details
To allow us to investigate and respond as efficiently as possible, please provide the following information when reporting any performance issues.
When did the issue start? Provide both a date and time for when you notice the issue starting. If the problem is intermittent provide the start and end date / time for the most recent incident and any other examples that are available.
Is it when navigating to a page, the page takes too long to load? Providing both the main menu, along with any other submenus or areas that are being loaded can be very useful.
Which page are you loading? For instance, is it the Planning screen and the Planning Board isn't loading? Navigating to Invoices/Trips to bill? Navigating to Orders, loading the Orders list - Tab: All, etc.
Is it when performing a function, like searching or saving something? Providing context to the functions being executed can provide helpful insights.
Which page were you on? Can you provide the Menu/submenu (ie: Orders/Orders)
What function was being completed / saved? For instance: Planning / Dragging Or-1234 to the plan board, Orders/Orders-Saving a new order.
Is there a specific error message? Did the system display a bug symbol or a specific error message?
Reloading or refreshing the page removes the error and you were able to continue without the issue happening again. This is likely a temporary issue which was resolved by a refresh of the page. If it keeps happening, report it, even if a refresh fixes it.
Error message remains and you are unable to continue, or you receive the error each time you attempt to complete your action. This should be reported to our support team using the 'Record and report' function.
How many users are impacted? Is this something that is affecting a single user or are all Qargo users in the office impacted? Please provide Affected user(s) email(s). If specific users affected be sure to include all impacted user emails. If all users impacted, simply advise 'ALL ACTIVE USERS'.
💬 Screenshots can be really useful for our teams when troubleshooting issues. Including these can help build a more complete picture of the specific event or error. Please include screenshots wherever possible when reporting to support.
Other configurations that may affect performance
In some instances outside factors can affect performance users experience within their office. These can include:
Poor WiFi speed and performance. For instance, if the internet service provider is experiencing their own performance issues; or your internet plan may not be fast enough for the number of people using it at the same time.
Do you notice performance issues at specific times, when there is more user activity online?
Does performance improve if using a mobile hotspot?
Internal IT configurations. In some instances your company's network security settings can slow Qargo down. Qargo is unable to change or modify these. Please consult with your IT team to check this.
📚 Checking your internet speed can be helpful to understand if this performance could be related.
Working through a slow down in performance
Avoid re-planning or duplicating actions for items you have already saved during a slowdown. If you saved without an error, refresh and wait before redoing it. If it's still missing after a refresh, report it.
Avoid continuously refreshing the screen as this can cause additional strain.
⚠️ Performance lags are frustrating; they can cost time and patience! When they happen it can feel like everything is taking FOREVER to work. Reporting these incidents is important to understanding overall performance and ensuring a continuous improvement to the customer experience.
Qargo keeps working to make the system faster and to catch slowdowns early.
💬 If you feel the system is much slower than normal, please contact our support team with the required information.