Understanding CRM Loading States and Troubleshooting Delays

Understanding CRM Loading States

Your CRM features a modern loading indicator to visually communicate the status of various operations as the platform initializes and fetches data. Recognizing these states can help you understand what is happening behind the scenes.

Initializing the App

This is the first loading state you will see when you first launch the CRM or load a new page. The spinner indicates the application is starting up and gathering the core data it needs to run.

Loading Fresh Data

This state appears after the initial load when the system is retrieving new or updated information. This can be triggered by user actions, real-time updates, or scheduled data refreshes.

Retrieving Sub-account Details

When switching between different user accounts or sub-accounts within the CRM, this loading state indicates that specific details for the selected account are being fetched.

Infinite Loading State

Occasionally, a page may fail to load within a normal timeframe. If the loading spinner continues for an extended period (approximately 30 seconds), the interface will display an infinite loading state with a prompt to "Click Here to refresh." Activating this button will refresh the page and automatically clear your browser's cached data for the CRM, which often resolves the issue without requiring manual cache clearing.

Note: Using this refresh feature during an infinite load helps our team by automatically sending error reports from your session to our servers for analysis, aiding in ongoing platform improvements.

Impact of Custom Code

Adding custom CSS (for styling) or custom JavaScript (for functionality) to your CRM can sometimes interfere with the loading indicator's operation.

Custom CSS Interference

If your custom CSS styles conflict with or override the classes used by the loading spinner, it may not display correctly. The visual states and animations might appear broken or inconsistent. To prevent this, ensure your custom styles do not target the loader's specific elements.

Custom JavaScript Interference

Custom JavaScript that modifies page events or logic can disrupt how the loading indicator functions. If your code overrides the event handlers the loader uses, it may not start, stop, or respond to user interactions as intended. Review any custom scripts to ensure they work harmoniously with the platform's core loading processes.

It is recommended to thoroughly test any custom CSS or JavaScript after implementation to identify and resolve conflicts with the loader.

Additional Troubleshooting Steps

Verify User Access to Sub-accounts

If a user is experiencing loading issues, an agency administrator should confirm they have been granted access to at least one sub-account.

1. Navigate to the agency team management page within the agency view.
2. Use the search function (by name, email, or phone) to find the user.
3. Click on the Edit button for that user.
4. Click on User Roles.
5. Ensure the user is assigned to at least one sub-account from the dropdown menu.

If you are not the agency owner, contact your administrator to have your access restored.

Manual Troubleshooting for Loader Issues

If the loader's refresh button does not work, or you suspect custom code is causing a problem, you may need to manually clear your browser data.

1. Open your browser's developer tools (often by right-clicking the page and selecting "Inspect").
2. Navigate to the Application tab (you may need to click a "more" icon if the tabs are collapsed).
3. Within the Application tab, select Storage.
4. Scroll down and click the Clear Site Data button.
5. Next, click the lock icon next to the URL in your browser's address bar.
6. Select Cookies and remove the site's cookies.
7. Perform a hard refresh of your browser page. On a Mac, press Command + R. On a PC, press Ctrl + F5.