Troubleshooting Article - Playbooks Is Slow or Lagging – Playbooks Support

Overview

You may encounter issues that Playbooks and/or Salesforce is slow or lagging at random periods of time, which affects some of the product features and your daily tasks.

Workflow

Instructions

Try Reconnecting Playbooks to Your CRM

As Playbooks is constantly communicating with your CRM, it may affect general performance if there is an issue with the connection. Try disconnecting Playbooks from your CRM and connecting it again.

Access Playbooks in Incognito Mode

Sign out from Salesforce and Playbooks. Open an 'Incognito' chrome window, making sure to close all other windows. Use the new window to access the Playbooks or the Playbooks Manager App. If you are able to access Playbooks successfully, the issue is caused by a corrupt cache. To solve this, clear your cache, cookies, and site data.

Try Other Credentials

To be able to determine whether the issue only affects your user or if it affects all users, request one of your colleagues to access Playbooks or the Playbooks Manager app from your computer. If they are able to access without issue and can see all Plays/Tasks load successfully, the issue is only specific to your user. Contact Playbooks support to get assistance as described in Capture an HAR File and Video Showing the Slowness.

Check If Your System Is Under High Load

Check if your system is running out of system resources (e.g., not enough RAM or CPU is under a high load due to a large number of running applications). Try closing all of the apps that you are not actively using and check CPU and Memory utilization in the Task Manager. Also, check the Playbooks Minimum System Requirements to confirm that your setup has sufficient resources.

Check Network Speed

Perform a speed test and review the results. The minimum recommended internet bandwidth for Playbooks is a download speed of 1 Mbps per user. Playbooks may load slower or move choppy due to CRM bandwidth usage, IP phone usage, other devices on the network, router inefficiencies, signal strength, or building material interference, among others.

Note: If you are using a VPN, disable it and try to load Playbooks again. VPNs can negatively impact your network's speed.

Capture a HAR File and Video Showing the Slowness

If this does not resolve your issue, please capture an HAR file for Playbooks in Google Chrome and record a short video evidence of slow performance issue and the steps that lead to it. You can use the Loom tool if that is convenient for you. Then provide the HAR file and the video when submitting a support ticket to our team to investigate the issue.

Check the errors in the HAR file provided by the customer and search for them in the knowledge base, historical tickets, and in the internet. If this issue cannot be resolved using any of the troubleshooting steps that you found or the message indicates that there is a problem with the Playbooks server, escalate it to the SaaS team.

When escalating to SaaS, make sure to include the customer's organization name, ID, and POD, which can be checked from the Provision UI tool.

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Generate API Requests Report in Salesforce

To identify the queries that might be causing Salesforce to become slow, please generate an API requests report from Salesforce. This information is crucial in identifying how Playbooks is contributing to slowing down Salesforce. Please review the article Salesforce Performance Affected by Excessive Amount of API Calls from Playbooks for assistance.

Review Salesforce Performance Affected by Excessive Amount of API Calls from Playbooks and raise an Eng. ticket as necessary.