This guide is designed for technical administrators and users to identify the root cause of UI latency, confirm system health, and perform self-service diagnostics before escalating to support.
Step 1. Verify backend system health
Before diagnosing local issues, confirm that the platform itself is fully operational.
Check platform status: Navigate to Tines’ dedicated status page here - https://status.tines.com/.
Action: Confirm that all core backend systems are reporting as operational and that there are no known incidents or periods of degraded performance.
If the status page indicates an ongoing issue, no further troubleshooting is required; wait for the platform to recover. If the status is operational, proceed to step 2.
Step 2. Client-side and network diagnostics
The majority of reported performance issues stem from client-side environment factors, such as network settings or browser configuration.
Network environment checks
These checks help isolate whether the latency is related to your connectivity.
Test connectivity: If possible, test the UI performance on a different network (e.g., a private connection versus a corporate one). If the issue is isolated to your current network, contact your local network administrator or internet service provider (ISP) for assistance.
Isolate VPN interference: If you are using a virtual private network (VPN), temporarily disable or remove the VPN and retest the UI performance. A significant improvement in performance indicates that the VPN configuration is the likely cause of the latency.
Check bandwidth saturation: Ensure that other applications (e.g., streaming, large file downloads, or aggressive torrent clients) are not consuming all available bandwidth, which can prevent the UI from resolving pages quickly.
Browser environment checks
Browser configuration and accumulated data can severely impact UI responsiveness.
Use incognito/private mode: Open a new incognito or private browsing window and reproduce the issue. This minimizes interference from existing login sessions, stored cached data, and browser extensions, offering a cleaner environment for testing.
Disable extensions: Temporarily disable all non-essential browser extensions, particularly security tools, ad blockers, or any extensions that modify page content or interfere with network requests.
Clear browser cache: Clear the browser's disk cache and cookies. In chrome, a good practice is to open developer tools and perform an empty cache and hard reload.
Check for stable version: Verify that you are running a stable and up-to-date version of your web browser.
Disable hardware acceleration: If operational lag persists, navigate to your browser's settings and temporarily turn off hardware acceleration. Relaunch the browser and retest.
Preparing for support escalation
If the UI latency issue persists after completing all checks in step 2, you may be experiencing a genuine platform issue. Gather the following diagnostic data before submitting a ticket.
Reproduce and capture: reproduce the latency issue reliably while recording network traffic.
Capture a HAR file: generate an HTTP archive (HAR) file. This file captures all network requests and responses, providing support with the data needed to pinpoint where the performance delay is occurring (client-side versus server-side).
Escalation criteria
Open a support ticket only after you have:
Confirmed the platform status page shows operational.
Completed all diagnostics in step 2 without resolving the issue.
Confirmed the issue is reproducible by other users in different client environments (different networks or devices).
When submitting the ticket, include the following information:
The captured HAR file.
A clear description of the issue, detailing what you expected to happen versus what actually happened.
The exact troubleshooting steps you performed from this guide.
The exact date and time (including your timezone) when the issue occurred.
Contact support
With all the information gathered, please contact support to raise an issue.