While using Kayako Classic download, you may experience slowness and latency such as:
- Web page response is prolonged and not returning the expected results.
- Ticket response is sent longer than usual.
- Email status in conversations is not updating.
- Blank page when navigating within the instance.
The following chart will guide you in identifying the root cause of the issue and provide tips on how to troubleshoot each.
- Scheduled or unscheduled server maintenance
- Network connection issues
- Browser related issues
Before trying the solutions below, go to the Kayako Status Page to check if there is any ongoing maintenance or intermittent server failures that have been reported.
- If there's an outage or maintenance, there is nothing you can do so check back later.
- If there's no outage or maintenance, try the solutions below.
- Administrator privileges on the computer, network, or server.
A. Troubleshoot Network Connection Issues
The key to understanding the root cause is in the error message, so you can focus your investigation on that specific error. This section is intended for server or network admins.
- Check web server logs (Performed by server admins.)
- Check Kayako error logs (Kayako admin login is required)
- Log in to Kayako Admin CP.
- Select Logs from the Options menu.
Analyze the logs to pinpoint the possible root cause. If the root cause is due to problems with your network connection, continue to troubleshoot based on your protocols.
B. Check Network Connection Speed
If the problem is experienced by isolated users who are on a different network, consider checking their ISP's actual connection speed.
If the user is experiencing slowness and latency on whatever application they use while on the internet, that's a symptom that their connection speed could be the culprit. You can use online speed testing tools to check the actual connection speed.
If you identify a problem with the user's connection speed, contact the ISP or network provider for assistance.
C. Troubleshoot the Browser
Use a Different Browser
Check whether the website works on a different browser or not.
- Open a different browser.
- Access your Kayako Classic website.
- Try to navigate with Kayako to see if it works.
If the site works in another browser, this means that the original browser is the culprit.
Clear cache, cookies, and history files
Browser-related issues are typically caused by damaged browser cache or history files. Click the links below for instructions on how to clear your browser cache and cookies for popular browsers.
Explore the settings and if the problem persists with this browser, uninstall and reinstall the browser to see if that helps.
After completing the troubleshooting step above, log into your Kayako Classic instance and try sending a message or reply to a ticket, create a test ticket, or navigate within the Support Center page to see how it responds to your command.
If the problem still persists, please reach out to our support team.
- Click the Submit a ticket button at the top or at the bottom of this page. If you already have an open ticket with us for this issue, then skip this step (use the existing ticket).
Provide the following details:
- Instance name (e.g., domain.kayako.com)
- A short description of the problem.
- Include the webserver and error log files collected.
- Screenshot of the error if there's any.
- NOTE: A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
- If you are allowing support to impersonate your account for troubleshooting purposes, please see Sharing Secure Access to Your Kayako Classic Helpdesk.
- Include the troubleshooting steps you have already tried.
If you are an agent receiving this ticket from a customer, follow this guide:
- Check if there's a known issue affecting multiple users.
- Check with SaaS Ops if a ticket has been raised affecting performance degradation and slowness.
If any of the above is present, it's possible that the customer you are assisting might have been impacted by the known issue. Or if not, then it may require an L2 intervention.
In any case, escalate the ticket by following the standard escalation procedure.