This article helps you identify the cause of slow performance on the Springly platform, and share the relevant information with us if you are unable to resolve it on your own.
In a nutshell: slow performance usually has one of three causes: an ongoing incident on our servers, an insufficient internet connection (download speed below 5 Mbps), or a page displaying a large volume of data (for example: general ledger, budget, allocations, or an event with many registrants).
Follow these steps in order to identify which cause applies to your situation.
- Check whether there is an ongoing incident
- Check your connection status
- If the slowness persists after these checks
Check whether there is an ongoing incident
Before doing any technical troubleshooting on your end, check our service status page: if there is an ongoing incident on our servers, there is nothing you need to do — the slowness will clear up once our team has resolved the incident.
Check your connection status
Measure your speed
The first recommended step is to test your internet connection speed using one of the following tools:
Interpret your test results
The speed test will return 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.
Your platform experience will be primarily affected by your download speed. The required speed depends on your usage and the volume of data being processed, but a value below 5 Mbps can result in significant load times.
Common checks
If your connection speed is not satisfactory, there are several actions you can take:
- Clear your browser cache (history / browsing data menu): a full cache can cause slowdowns on certain pages.
- Move physically closer to your modem or Wi-Fi access point.
- Install a Wi-Fi extender if your router is far from your workstation.
- Check how many devices are connected to your network at the same time.
- Use a wired connection (Ethernet cable) instead of Wi-Fi.
- Run an antivirus scan on your computer.
- Test in private/incognito mode, or temporarily disable your browser extensions (ad blocker, VPN, antivirus) to check whether they are affecting performance.
- Try a different browser (Chrome, Firefox, Edge, Safari) to see whether the slowdown is specific to your usual browser.
- Restart your internet router: this can resolve some temporary slowdowns.
If slowdowns persist after these checks
If none of these steps improve things, please send us the following information. It helps us pinpoint the cause more accurately.
A specific page is slow to load
If slowdowns are limited to one or a few pages and are not affecting the entire platform, it may be due to a large number of rows displayed on that page (for example: general ledger, fund, allocations, discounts, registrants, ticketing).
The volume of data being displayed may exceed what the platform can process efficiently. In that case, we will need to look into optimizing the page to improve how it performs.
To help us identify the issue, you can send us:
- The link (URL, starting with "https") of the page in question.
- If an error message appears, a screenshot showing it.
If the issue occurs when viewing the detail of an entry or a person, we will need enough information to find it easily (date / description / amount, or first name / last name / email).
The entire platform is experiencing slowdowns
In that case, it will be very helpful to know whether the issue is consistent (observed regularly since a specific date) or intermittent (observed occasionally, or only on a given day).
We closely monitor response times across the entire platform. Your feedback may help us identify a factor that slipped through our monitoring.
The ideal format for a report is as follows:
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