topic Re: Unresponsive site in _Ask A Question for Item Management (IM)

Unresponsive site

A_Flower — Wed, 21 Sep 2022 18:26:39 GMT

Good afternoon,

I've been having issues for the past few days with an unresponsive site.

It's happened several times today, as well as yesterday.

Are they having technical issues?

I've even rebooted my computer to see if that will help, to no avail.

Thanks!

A_Flower

I've attached a screen shot for reference, although you probably don't need it.

Re: Unresponsive site

CommunityJedi22 — Wed, 21 Sep 2022 19:39:49 GMT

Hello, it's good to chat with you again. I have not heard other reports of this so let me ask our teams and get back to you.

Re: Unresponsive site

CommunityJedi22 — Wed, 21 Sep 2022 20:15:34 GMT

Hello @A_Flower . I asked our tech teams and they confirmed that the error is not actually an IM application error but rather, a browser error. Can you reset that browser, try another or let your IT team know you are encountering to see if there are any new restrictions placed that could prompt that error for you? Please let me know what you find.

Re: Unresponsive site

A_Flower — Mon, 31 Oct 2022 13:25:36 GMT

Good morning,

I am still having issues with freezing system and unresponsiveness.

I keep getting this box appear, randomly, and I can't get rid of it.

Sometimes it's whatever I've hovered over, but other times it's just a plain white box that just pops up in the top right corner. It covers about 1/4 of the scren and I can't exit out of the page I'm on so i have to log out completely and then start all over.

I'm attaching an image to show what's happening.

I have had our IT guys down, and they can't figure it out. And I've tried several different internet browsers, with no luck.

Can someone please help me, so I don't have to deal with this?

Thanks in advance!

A_Flower

Re: Unresponsive site

CommunityJedi22 — Mon, 31 Oct 2022 14:02:01 GMT

Thank you for reaching out. I once again asked on our end and one of our Tier 3 specialists is taking another look for you. They will likely open a ticket for you but will let you know what I learn.

Re: Unresponsive site

nancyVigo — Mon, 31 Oct 2022 19:48:30 GMT

I had that same problem last week. I would hover over the image and it would freeze on the page. I ended up closing everything up and sign on again and this seemed to fix the issue.

Re: Unresponsive site

CommunityJedi22 — Tue, 01 Nov 2022 12:32:15 GMT

Thank you @nancyVigo . @A_Flower can you try this and see if it resets the browser you are using? I have a question: do you often keep your browser tab with IM open for multiple days?

Re: Unresponsive site

A_Flower — Tue, 01 Nov 2022 12:38:25 GMT

I do not leave my browser open for days. I close it out at my lunch hour and then at the end of the day. As well, as whenever it freezes. I close out and re-login several times a day, but the problem still exists.

Thanks for the recommendations though!

Re: Unresponsive site

nancyVigo — Tue, 01 Nov 2022 12:42:13 GMT

Good morning, I use Chrome and do not leave my browser open for days. I have it open whenever I am using it, then close it when I'm done.

Re: Unresponsive site

CommunityJedi22 — Tue, 01 Nov 2022 12:55:34 GMT

Awesome feedback, thank you. I talked to our tech team again today. Can you both make sure your browser is up to date? Chrome will tell you in the upper right corner if you have an update that needs to be applied...

Re: Unresponsive site

A_Flower — Tue, 01 Nov 2022 13:05:48 GMT

I just checked and we are current on our browser. No updates pending.

Re: Unresponsive site

nancyVigo — Tue, 01 Nov 2022 13:12:24 GMT

No updates pending on our end.

Re: Unresponsive site

DanV — Tue, 01 Nov 2022 14:15:12 GMT

Good Morning A-Flower,

Based on the screenshot you provided yesterday it appears you opened an item and hovered over one of the images, which triggers the zoom feature, but the zoom feature popup window stuck even after you closed the item tab and you have to logout of IM or close the IM browser tab and reconnect to IM to remove the zoom popup window, can you confirm that's correct?
Are you able to reproduce this issue on demand? I attempted to reproduce with that same item but the zoom popup window always went away once I moved the cursor away from the image:

Re: Unresponsive site

A_Flower — Tue, 01 Nov 2022 14:21:36 GMT

That is correct, however, sometimes it's a plain white box while I'm not hovering over anything. The plain white box appears in the top left corner (I believe I mis-stated top right corner yesterday).

I cannot reproduce this as it is totally random.

Re: Unresponsive site

CommunityJedi22 — Tue, 01 Nov 2022 16:07:16 GMT

Hello and thank you for your patience and willingness to answer all of our questions. @DanV investigated this issue from our user perspective looking to replicate the white box behavior. He was able to replicate the box after adding a few variables to what we were looking at originally. Because we believe, based on the originally encountered error and findings, this relates to a browser, we worked to slow down the browser on our end. In IM, we opened multiple items with images so that we had several tabs open. We then hovered over an image so we could see the popup screen showing image details and then quickly closed the tab. That is when we found the white box would stay until you logged off and back into IM.

Does this describe some of the conditions for when you encounter this on your end?

Re: Unresponsive site

A_Flower — Tue, 01 Nov 2022 16:41:36 GMT

Yes, sir. It sounds correct.

Re: Unresponsive site

CommunityJedi22 — Tue, 01 Nov 2022 17:13:09 GMT

Ok, we created and escalated a ticket to our higher-level technology teams to take a look at this to see if it can be added to our roadmap. If you do not mind the recommendation as I really do not want our users having to log off to correct an issue, a best practice might be to close those additional item tabs a little more slowly in case you hover over an image with your cursor along the way. We believe this is related to a browser issue as more tabs slow down your browser and when you hover over the image and then close, the white box appears due to resource availability for your browser. We created TD-1605 and will let you know as we have any updates. Please continue to provide feedback here as well.

Re: Unresponsive site

A_Flower — Tue, 01 Nov 2022 17:17:29 GMT

I sure will.

Thank you for your help!

Re: Unresponsive site

nancyVigo — Tue, 01 Nov 2022 17:17:39 GMT

Thank you so much for the great information in case this happens again!

Re: Unresponsive site

lflanary — Tue, 01 Nov 2022 19:48:49 GMT

I have had issues all afternoon in Product Introduction. It will either kick me out or just sit there and churn away when I try to open and item or an attribute. Any ideas?