Identifying the cause of a slowdown

Before you start

You're experiencing unusually slow load times on a page in the platform. Several factors could be causing this.

This article walks you through how to identify the cause and, if needed, report it effectively so we can resolve it. It covers the following:

• Check your connection
• If slowdowns persist

Check your connection

Run a speed test

It may seem obvious, but the easiest thing to rule out first is your internet connection speed.

You can run a test using one of the following tools:

• https://www.speedtest.net/fr
• https://www.nperf.com/fr/

Understanding your test results

The speed test will give you several values:

• Latency (or ping): the transmission delay between your computer and a server.
• Download speed: how fast data is transferred from a server to your computer.
• Upload speed: how fast data is transferred from your computer to a server.

When loading a page or displaying data, your download speed is what determines how long it takes. Upload speed comes into play when you're uploading a document or making an audio/video call over the internet.

Your experience in the platform is primarily affected by your download speed. The speed you need depends on how you use it and how much data is involved, but anything below 5 Mbps can result in significant load times.

Basic troubleshooting steps

If your connection speed isn't good enough, here are a few things to try:

• Move closer to your modem, router, or access point.
• If you need to work far from the access point, a Wi-Fi extender can help improve coverage.
• Check whether multiple devices are connected to the network and using up bandwidth.
• Switch to a wired connection using an ethernet cable — it's faster and more reliable than Wi-Fi.
• Run a scan with your antivirus software to check for malware.
• Try browsing in private/incognito mode to rule out issues caused by browser extensions or plugins.

If slowdowns persist

If you're still experiencing slowdowns after going through these steps, here's how to report them. This will help us pinpoint the root cause quickly and provide the right solution.

Check our service status page for any ongoing incidents.

A specific page is slow to load

If the slowdown is limited to one or a few pages rather than the entire platform, the issue may be related to a large number of rows displayed on that page (discounts, registrants, ticketing, etc.).

The amount of data being displayed may exceed what the platform can handle efficiently. In that case, we'll need to look into optimizing the page to improve performance.

To help us identify the issue, please send us:

• The URL (starting with "https") of the affected page.
• A screenshot of any error message that appears.

If the issue occurs when viewing the detail view of an entry or a contact, please include the information needed to locate it easily (date / label / amount or last name / first name / email).

The entire platform is running slowly

In this case, it's very helpful to know whether the issue is recurring (happening regularly since a specific date) or occasional (happening from time to time, or only on a particular day).

We actively monitor response times across the platform. Your feedback may help us spot something that slipped through our monitoring.

The ideal report includes:

• The URL of the affected platform.
• The date or time period when the slowdowns occur.
• If possible, a screen recording showing the load time (we recommend this tool).