Oh no! Kustomer is running a little slow today! Is there an outage or could it possibly be a local issue? If it’s a local issue, what do I do to resolve it? Well, that’s what this article is here for! The purpose of this article is to help you determine if latency is a local issue, and what you can do to address it.
First things first, let’s make sure Kustomer isn’t having any issues. You can check that here:
If there aren’t any incidents posted on our status page, then we can start doing some local troubleshooting to identify what is going wrong.
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:
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On your computer, open Chrome.
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At the top right, click More.
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Click More tools → Clear browsing data.
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At the top, choose a time range. To delete everything, select All time.
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Next to 'Cookies and other site data' and 'Cached images and files,' check the boxes.
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Click Clear data.
If Kustomer is still loading slowly after clearing the cache and cookies, then we have a few more troubleshooting questions to ask ourselves:
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Is my internet connection stable?
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Am I using Kustomer in multiple tabs?
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Is my browser up to date?
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Am I running any browser extensions that could be interfering with Kustomer?
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Is my network connection configured correctly?
Let’s dig deeper into each of these individually.
Is my Internet Connection Stable?
Kustomer events are received and sent in real time, so we require a stable wifi connection 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: https://www.speedtest.net/
Just click Go and you’ll soon know exactly how fast your internet speed is. I recommend taking a picture of your results to reference later if needed.
If your speeds exceed our 10Mbps requirement, then let’s move on to the next step to troubleshooting.
Am I Using Kustomer in Multiple Tabs?
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. Try using Kustomer in just one tab: does the issue persist? If so, let’s continue going through the troubleshooting steps.
Is my Browser up to Date?
Kustomer supports only the last 2 major version of the following web browsers:
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Google Chrome
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Mozilla Firefox
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Firefox Extended Support Release (ESR)
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Safari
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Microsoft Edge
To check the version of the web browser you are using, just navigate to this website:
https://www.whatismybrowser.com/
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. If you are running the latest version, and Kustomer is still running slow, then let’s move on to the next step!
Am I running any browser extensions that could be interfering with Kustomer?
Some browser extensions can cause a disruption in traffic between Kustomer and your web browser. The best way to identify if one of your extensions is the culprit behind slow loading times is to 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 identify which extensions are causing this, go back to your regular browser tab and disable all extensions. Then, enable them one by one. If Kustomer starts loading slowly after enabling a specific extension, then it is safe to say that the enabled extension is most likely the issue.
If Kustomer is still having latency, then let’s move on to our final local troubleshooting step.
Is my Internet Connection Configured Correctly?
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, so the next step to troubleshooting is making sure that the domains and IP addresses we use are authorized in your network settings.
Here is a complete list of domains and IP addresses that should be authorized:
Domains:
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kustomerapp.com
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api.kustomerapp.com
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cdn.kustomerapp.com
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cdn.segment.com
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fonts.googleapis.com
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fonts.gstatic.com
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heapanalytics.com
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*.chaotic-static.com
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*.cloudfront.net
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*.cloudinary.com
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*.countryflags.io
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*.datadoghq.com
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*.googleusercontent.com
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*.google-analytics.com
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*.gravatar.com
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*.jsdelivr.net
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*.launchdarkly.com
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*.materialdesignicons.com
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*.maxcdn.com
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*.pusher.com
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*.pusherapp.com
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*.pndsn.com
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*.pubnubapi.com
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*.pubnub.com
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*.pubnub.net
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*.pubnub.io
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*.s3.amazonaws.com
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*.statuspage.io
IP Addresses:
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52.70.7.21
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52.73.233.82
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52.6.80.165
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100.26.83.196
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18.200.142.71
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63.33.77.207
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52.49.166.88
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34.206.15.87
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3.229.13.183
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3.230.146.138
If Kustomer is still showing latency after following the previous troubleshooting steps, then it may be time to loop in Kustomer Support. Before looping them in though, let’s go through generating a .Har file for them to use.
.Har files give a complete history of network requests between Kustomer and your web browser, which can be very helpful when troubleshooting local issues. Here are instructions on how to generate a .Har file in Google Chrome:
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Click on the three dots in the upper right corner of the page.
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Hover over More Tools and then select Developer Tools
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In the menu that appears on the right, select the Network Tab.
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Perform the action in Kustomer where you experienced latency.
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Just under the Memory tab, click on the down arrow.
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Give the file a name, and download it to your desktop.
Here is a short video showing how to do this that you can reference as well:
Now that we have everything we need, let’s reach out to Kustomer Support! In your email, let us know the steps you’ve already taken to troubleshoot the issue on our end along with the .Har file you just generated. From there, we will be able to take over and help get to the bottom of the latency issue!