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Occasionally, Kustomer can run slower than expected, and the causes can vary. This article outlines how to troubleshoot any slowness you see on Kustomer, and what you can do to address the problem.

In this article:

• Check the status page
• Clear cache and cookies
• Check browser settings
• Check network settings
• Contact Support

Check the status page

The first thing to check when experiencing latency is our Status Page. If you don't see any issues posted here, then the slowness is most likely a local issue and more troubleshooting will be required.

Clear cache and cookies

The most common cause of a slow Kustomer connection is an interruption in traffic between Kustomer and your web browser. A good first step to troubleshooting is always to clear your web browser’s cache and cookies. Here are instructions on how to do this in Google Chrome, our recommended web browser: 

1. On your computer, open Chrome.
2. Open the menuon the upper right corner.
3. Select More tools > Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Select Cookies and other site data and Cached images and files and then Clear data.

If Kustomer is still showing latency after clearing the web browser's cache and cookies, the next step is to take a look at the browser settings.

Check browser settings

Slowness brought about by browser settings is usually caused by one of the following:

• Using Kustomer in multiple tabs
• An out of date browser
• Problematic browser extensions

If you are using Kustomer in more than one tab, try closing one to see if the issue persists. Kustomer is designed to only be used in one tab. Accessing our website using more than one can lead to unintended behavior like slow loading times.

To check the version of the web browser you are using, just navigate to this website. Here, you’ll be able to see if your web browser is up to date. If it isn’t, please update to the latest version to see if that resolves the issue. 

To identify if one of your extensions is the culprit behind slow loading times, try accessing Kustomer in an incognito tab. If platform latency isn’t happening in incognito mode, then your extensions are most likely to blame. To figure out which extensions are causing this, go back to your regular browser tab and disable all extensions. Then, turn them back on one by one. If Kustomer starts loading slowly after turning on a specific extension, then that extension is most likely the issue.

If Kustomer is still loading slowly after trying the above, the next best step is to take a look at your network settings.

Check network settings

Latency caused by network settings can usually be caused by the following:

• Slow internet speeds
• Using a VPN
• Blocked domains and IP addresses

Kustomer events are received and sent in real time, so a stable wifi connection is required for the app to run correctly. The recommended network bandwidth is 10Mbps for both uploading and downloading data. You can check your network connection by running a speed test here. Select Go and you’ll soon know exactly how fast your internet speed is.

Incorrectly configured VPN's can also disrupt traffic between Kustomer and users. If you are using a VPN, please try disconnecting from it temporarily to see if the issue persists. If it doesn't, then the slowness was most likely caused by your VPN configuration.

Kustomer uses a variety of domains and IP addresses to handle the real time events that come in and out of our platform. If any of these are blocked, then Kustomer won’t load as expected. Please make sure the domains and IP addresses linked in our System Requirements help center article are added to the allow list in your network settings. 

Contact support

If Kustomer is still loading slowly after trying the above troubleshooting steps, please reach out to our support team. When you contact them, be sure to include the following information in your request:

• List of affected users and their locations
• Detailed description of the issue along with a video of the issue (if possible)
• List of troubleshooting steps already tried
• Speed test results
• Browser type and version