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Troubleshooting front-end performance problems

Owned by Anna Ciepłota
Last updated: Mar 11, 2024
7 min read

Please execute these steps using the incognito tab of your browser in case you are experiencing problems with loading pages in BigPicture plugins.

Data has to be recorded during problem reproduction! 

  1. Start recording data.

  2. Reproduce the problem (when data is being recorded).

  3. Stop recording data and download the file.

See a video example of how to extract a Network analysis file

Step-by-step guide for Chrome browser.

Network analysis - HAR file

  1. Open the Dev Console tool (F12 on a PC or ⌘+⌥+i  on a Mac).

  2. Go to the Network tab in the Dev Console.

  3. Choose the XHR tab.

  4. Refresh a page and reproduce the issue.

  5. Sort by time (click it twice) to show the longest loading times first.

  6. Right-click anywhere on the list to save the file.

  7. If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). Share the files in the support ticket.

  8.  

    1. Share the HAR file in the support ticket.

    2. Share the screenshots in the support ticket.

Taking Performance profile

  1. Open the Dev Console tool (F12 on a PC or ⌘+⌥+i  on a Mac).

  2. Go to the Performance tab in the Dev Console.

  3. Click the record button. 

  4. Reproduce the issue while the profile is being recorded.

  5. Please keep the tab open in the foreground until the recording finishes!

  6. Once the page loads (the problem is reproduced) click Stop.

  7. Save profile.

  8. Send us the file. It is a good idea to compress it before sending it.

Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin

  1. Open the Dev Console tool (F12 on a PC or ⌘+⌥+i on a Mac).

  2. Go to the Console tab in the Dev Console.

  3. Right-click anywhere on the list, "Save as" and attach the screenshot to the support ticket.

  4. if there are any items marked in red please expand (by clicking on the item) and take a screenshot (see above).

  5. In the support ticket:

    1. Share the file

    2. Share the screenshots

Step-by-step guide for Microsoft Edge browser.

Network analysis - HAR file

  1. Open the Dev Console tool (F12 on a PC or ⌥+⌘+i on a Mac).

  2. Go to the Network tab in the Dev Console.

  3. Choose the XHR tab.

  4. Refresh the page and reproduce the issue.

  5. Sort by time (click it twice) to show the longest loading times first.

  6. Right-click anywhere to save the file.

  7. If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). Share the files in the support ticket.

  8.  

    1. Share the HAR file in the support ticket.

    2. Share the screenshots in the support ticket.

Taking Performance profile

  1. Open the Dev Console tool (F12 on a PC or ⌥+⌘+i  on a Mac).

  2. Go to the Performance tab in the Dev Console.

  3. Click the record button. 

  4. Reproduce the issue while the profile is being recorded.

  5. Please keep the tab open in the foreground until the recording finishes!.

  6. Once the page loads(the problem is reproduced) click Stop.

  7. Save profile.

  8. Send us the file. It is a good idea to compress it before sending it.

Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin

Step-by-step guide for Firefox browser

Network analysis - HAR file

Taking Performance profile

Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin

Step-by-step guide for the Safari browser

Network analysis - HAR file

Taking Performance profile

Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin