Hoop.la Chat not refreshing regularly on Mozilla Firefox

Service: Hoop.la

Hoop.la Chat not refreshing regularly on Mozilla Firefox

Service: Hoop.la

Hello,

We've noticed recently that the Hoop.la chat events are not always automatically refreshing the pending queue on Mozilla Firefox and sometimes the Approve button or Delete button won't work until we manually refresh the page. This is a minor issue, but it causes annoyance as some messages don't appear in the chat queue until we remember to refresh the page and that causes delayed responses.

This also sometimes occurs in Google Chrome, but not frequently enough to concern us.

Is this just an issue with Mozilla Firefox that we can fix by clearing the browser's temporary files and cookies or is there something, perhaps, wrong with the chat events?

Thanks for any insight!

Alesa L.

Original Post

Activity Stream

Hi, Alesa:

Thanks for letting us know: we'll take a look and see what we can find.

I assume this happened with the the two most recent chat events you had, today and yesterday?

Lori 

Hi, Alesa:

I wasn't able to recreate the issue you're having, nor have we had any other similar reports. We haven't made any changes to Chat recently, so it's unlikely that it's a newly-introduced bug of some kind.

Clearing the cache won't hurt anything, but it would be a surprise if it it fixes anything.

How many people are experiencing this issue? Is it just Moderators viewing the queue, or are any regular users reporting any issues with connectivity?

How many different browsers/computers are having this issue? Have you tried with a different computer or browser? (See my note below about Chrome.) 

Are you using Macs, PCs, or both?

Do you know how to check the developer's console in Firefox? You'd be looking for javascript errors. If you're comfortable doing that, you'll find it in Firefox under Tools. Choose Web Developer, and then Web Console. You'll get a new partial screen at the bottom that will show you any errors. Look for the JS tab, and any errors would show up underneath those tabs.

Also, it's possible that you have some extensions that may be interfering (like AdBlock or FlashBlock). To check your extensions, click the little hamburger menu in the far upper right of your Firefox browser. Choose Add-Ons from the popup. On the far left menu, choose Extensions, and you'll see any extensions that you have installed. You might want to try disabling all of them to start with, and see if that makes a difference for you. Then you can start adding them back, one at a time, until you find one that causes the problem.

I know you said you were having the issue occasionally with Chrome. I am also having trouble with Chrome occasionally, where it becomes completely unresponsive, but it doesn't seem to matter what site I'm on. I can fix the problem sometimes by refreshing the page, but lots of times I have to quit and restart Chrome (my formerly preferred browser) to get it to work.

Lori

Hi, Lori,

Thanks for your response and for looking into this.

Currently, it's just moderators experiencing the issue and we're using PCs. There are about 6 of us moderating the chat. The issue seems to be more prevalent in Firefox than Chrome.

I've included an attachment showing the developer tools for one of our Firefox users. Is that what you were looking for?HooplaChatFirefox

Chrome is what I use and I notice that the chat's responsiveness slows as the day goes on to where it sometimes becomes unresponsive and I have to refresh. I do not have that issue on other sites I use daily, but I don't know if I simply notice it more because I have the chat open all day.

Here's the Chrome readout.

HooplaChatChrome

I hope this helps! Please let me know if you need any further information.

Thanks,

Alesa

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Hi, Alesa:

Leaving the page open all day could cause issues, yes. If reloading the page fixes it, that's the best thing to do for now. We've created an internal ticket to look at ways to improve the experience, but that will likely be a longer-term project.

Do you know how to expand the Firefox error for more detail? I think you click on the  message, or to the left or right of it. We'd be interested in seeing that detail.

Thanks!

Lori

Hi, Lori:

After the community update yesterday, Firefox suddenly started working and refreshing automatically again. I don't know what happened, but it's working again for now so we'll just keep an eye on it.

Thanks for creating an internal ticket for improving the experience. 

Have a great weekend!

Alesa

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