This article helps troubleshoot performance issues in Sideline, especially after updates or long periods of inactivity. Use the device-specific information below for assistance.
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Issue Symptoms
You're experiencing slowness, lagging, or crashing upon launching the app or moving between conversations.
Conditions
- You're an iOS user
- You've recently updated the app
- You may have a large number of messages and/or conversations in your inbox
- You’re on Sideline version 3.28.1 or above
Cause and Resolution
You might experience an initial slowness or sluggishness when updating or reinstalling the app if:
- You use Sideline frequently
- You have a large number of conversations and messages
What you can do
We ask that you simply wait an extra minute or two if you've:
- Launched the app for the first time after updating to a new version OR
- Reinstalled the app
This will give us time to download and provide you with all your calls and messages. Once they've all been downloaded, any performance-related issues should subside.
If you continue to experience ongoing performance issues (crashing, slowness, lagging, freezing), please let our Support team know by submitting a request.
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Issue Symptoms
You're experiencing slowness, lagging, or crashing upon launching the app or moving between conversations.
Conditions
- You're an Android user
- You're on Sideline version 3.42.1 or above
- You've recently updated the app
- You may have a lot of messages and conversations in your inbox
Cause and Resolution
You might experience an initial slowness or sluggishness when updating or reinstalling the app if:
- You use Sideline frequently
- You have a large number of conversations and messages
What you can do
We ask that you simply wait an extra minute or two if you've:
- Launched the app for the first time after updating to a new version OR
- Reinstalled the app
This will give us time to download and provide you with all your calls and messages. Once they've all been downloaded, any performance-related issues should subside.
If you continue to experience ongoing performance issues (crashing, slowness, lagging, freezing), please let our Support team know by submitting a request.
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Issue Symptoms
Are you experiencing any of the following symptoms below:
Login issues:
- Trouble loading Sideline Web (such as a blank screen).
- Receiving the error message "Well, That Didn't Work...Sorry, something didn't go through. If the problem persists, please contact support."
Performance issues:
- Experiencing slowness, lagging, or crashing upon launching the Web app (or moving between conversations).
Conditions
- You're a Sideline Web user.
- You may have a lot of messages and conversations in your inbox.
- You're attempting to log in or use Sideline Web.
Cause and Resolution
If you are having trouble loading Sideline Web, or are experiencing performance or login issues:
- Step 1: Clear your browser's cache & cookies. This is a good initial troubleshooting step with a high success rate of solving Web-related issues. (Instructions on how to clear cache & cookies.)
- Step 2: Reload your browser. After clearing your browser cache, please quit your current browser and reopen it, then attempt to log in or use Sideline Web to see if your issue has been resolved.
Additional tips when using Sideline Web:
To reduce your risk of experiencing slowness (or other issue symptoms stated above) within the Web version, we suggest the following:
- Only load what conversations you need: The more conversations you load onto the Web version of the app (by scrolling down), the greater chance you have of downloading a large amount of content, which could create a slowness/lag when using Web.
- Clear cache and cookies on a regular basis if you're experiencing login or performance issues.
- If you are unable to compose a new message on Web, please ensure you have entered the recipient's name or number correctly and pressed ENTER or TAB on your keyboard. (More info)
If you are still experiencing issues with Sideline Web, please submit a request.
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