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Documents Load Slowly

Problem

The browser freezes with the loading widget spinning indefinitely when opening a document (or it takes too long to open).

Cause

There are a lot of reasons that can lead to a slow loading time (e.g. slow internet connection, bad customization that interferes with the document load process, large sized documents, etc).

Solution

In the most cases, the slow loading time is caused by a customization (a plugin or framework, or a custom option). In this case, it is recommended to try to reproduce the problem without any customizations.

Alternative Solution 1

In some cases, the problem can be solved by updating to the latest version to see if the problem is reproduced in the latest version.

Alternative Solution 2

Troubleshoot the requests made by the browser:

  1. Open a document that takes long to load in Web Author in Google Chrome.
  2. Open the Developer Tools (e.g. by pressing F12).
  3. Deselect the Disable cache" checkbox in the Network tab.
  4. Clear the requests.
  5. Reload the page.
  6. Right-click on a request and select Save all as HAR with content.
  7. Sort the requests by time (e.g. right-click, Sort, Time).
  8. Look for the longest requests, inspect the URL, and try to find if they are made because of a customization (custom plugin or framework).
  9. If nothing relevant is found, report the downloaded HAR to the Oxygen support team.

Alternative Solution 3

Troubleshoot the requests made by the server by enabling verbose HTTP(S) logs:

  1. Enable verbose HTTP logs by following the procedure from Enabling HTTP Request Logging for Debugging.
  2. Reproduce the problem.
  3. Open the server logs by following the procedure from How to Locate the Log File and the Log Configuration File​.
  4. See the logs and try to find the ones that take a long time on the server.
  5. If nothing relevant is found, report the found logs to the Oxygen support team.

Alternative Solution 4

Look for alarming server logs:

  1. Open the server logs by following the procedure from How to Locate the Log File and the Log Configuration File.
  2. Look for "Long request" and "Took long time to compute" and see the URL of the requests that take a long time on the server.
  3. If nothing relevant is found, report the found logs to the Oxygen support team.