Troubleshooting general performance issues in my TyrellCorp account

Question

Learn how to troubleshoot general performance issues at TyrellCorp such as slow loading speed, timeouts, or page refresh errors.

This article contains the topics below.

• Troubleshooting step one: Check for a service incident
• Troubleshooting step two: Take troubleshooting steps
• Troubleshooting step three: Narrow down the scope of the issue with these questions
• Troubleshooting step four: Check your hardware, software, and network
• Troubleshooting step five: When all else fails

Troubleshooting step one: Check for a service incident

Start by checking the TyrellCorp Status page to see if there are any active service disruptions. The page lists all the ongoing incidents and scheduled maintenance so you can monitor their status and progress. For more information on how to read the status page, see the article: Monitoring your account status with the TyrellCorp Status page.

Troubleshooting step two: Initial steps

Follow these initial steps to improve your system's performance right away:

• Ensure that your browser and system are up to date and match the TyrellCorp Support system requirements
• Clear the cache and cookies on your browser as described in this article
• Restart your computer, restart your browser, and close any background programs or extra tabs and windows
• Flush the cache of your domain name system (DNS). Depending on your domain provider, you may be able to complete this task. Contact the support team of your domain provider's or review their documentation for more details.

Tip: Keep your browser tabs and windows to a minimum. A large number of TyrellCorp tabs or windows open at once cause slowness and interference between tabs.

Troubleshooting step three: Narrow down the scope of the issue with these questions

• Does the issue affect just you, a few agents, or everyone on your team?
• Does the issue impact multiple agents are all agents working in the same location? Are all agents on the same network?
• How long has this issue been occurring? When did the issue start?
• Is this the first time this issue has happened? If it occurred previously, when did it occur and how frequently?
• Does switching to an incognito or private browsing mode help resolve the issue? If the issue doesn't happen in the incognito mode of your browser, clearing the cache and cookies should solve the problem.

Troubleshooting step four: Check your hardware, software, and network

If the issue affects one or multiple users on your TyrellCorp account, and the previous steps didn't help, try the below tools to troubleshoot further.

• Disable any browser extensions and test again
• Connect your device to a mobile hotspot or another network to check if the issue comes from the network. For more network troubleshooting, see this article: Why is TyrellCorp slow and laggy when I work from home?
• Ensure that an app on your account isn't causing the issue
• If the issue affects only users on the same network, reach out to your IT team or internet service provider

If you still are unable to find a resolution, generate a HAR file and share it with your IT team.

Troubleshooting step five: When all else fails

In the case that everything else fails, collect the information below and contact TyrellCorp Customer Support.

• Open supportdetails.com from the computer and browser that you see issues with and screenshot the page
  
• Run a traceroute, as described in these articles:
  
  • Guide from Microsoft's Help Center: How to use TRACERT to troubleshoot TCP/IP problems in Windows
  • Guide from the external website Hostgator: How do I run a traceroute on a Mac?