Users reporting freezing issue, how can I find the issue?

[abozich]

I've got an issue going on the past few weeks that I have been unable to solve. I'm running 4.2.5 on PHP 7.1 and really haven't had any performance issues at all. But recently, some users (primarily on iPad and iPhone) have been reporting that the forum will just hang on certain pages and then they have to close the browser and come back into the forum to get this to resolve.

I checked with our host initially a few weeks back, but they told me that everything appeared to be fine server side. There's been no downtime issues, nor any error status codes in the server logs that indicate an issue. I also had someone who helped us migrate servers a few times look into it, but she was also unable to find anything out of the ordinary.

From my side of things, I am in the forum regularly and post quite frequently and have never had this issue occur to me. I have even used it on my phone and tried to reproduce what is reported to me without success. I am just curious if anyone has any tips on where to begin to troubleshoot on this?

[Dave]

"hang" is a bit vague. Does it not load the page? Does it freeze when submitting a post/thread? Does it just show a white page?

[abozich]

Originally Posted by Dave

"hang" is a bit vague. Does it not load the page? Does it freeze when submitting a post/thread? Does it just show a white page?

Here is what user described to me:

"In my case it freezes and you can see that the browser is trying to load by a spinning wheel showing on the right side of the screen. If you wait long enough it goes to a page that says the page has timed out. There is a button to reload and when I select it the page always quickly loads correctly."

I've yet to be able to reproduce the issue, so even finding a starting point to troubleshoot has been difficult.

[blind-eddie]

Share your site URL please.

[djbaxter]

More than likely this is an issue with the mobile service. You can certainly try optimizing the various scripts and limiting the addons to only those you really need though.

Go to https://testmysite.thinkwithgoogle.com and check your mobile speed. Then try to follow some of Google's recommendations for reducing load time.

[abozich]

Originally Posted by blind-eddie

Share your site URL please.

Sent you the URL in a PM.

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Originally Posted by djbaxter

More than likely this is an issue with the mobile service. You can certainly try optimizing the various scripts and limiting the addons to only those you really need though.

Go to https://testmysite.thinkwithgoogle.com and check your mobile speed. Then try to follow some of Google's recommendations for reducing load time.

Don't have any addons. And it's not just happening on the mobile service based on the reports I am getting.