Overview

If you are experiencing...

• Performance degradation issues.
• All messages to requesters and notes to agents are not being sent.
• Kayako working extremely slow when loading conversations or running custom reports.
• The loading wheel keeps on spinning or the page does not respond at all.
• Cannot log in, or agents are constantly kicked out of the help desk.
• The message "System error, please contact Customer Support" appears.
• The server returns Error 500 (internal server error) when inspecting network traffic, and the page doesn't load.

This article explains possible root causes and solutions.

Solution

The most frequent root cause is a server outage or maintenance. We announce scheduled server maintenance in advance on the Kayako Status Page. In case of an unexpected outage, you can try several steps before reaching out to our support team:

Each blue rectangle represents a possible solution and links to a section in this article:

1. Check for Server Maintenance or Outage
2. Clear Browser Cache
3. Use a Different Browser
4. Clear Your Computer’s DNS Cache
5. Reach out to the Customer Support Team

Solution procedures  

1. Check for Server Maintenance or Outage

Please go to the Kayako Status Page to check if there is any ongoing maintenance or intermittent failure that has been reported.

NOTE: We can automatically send you an email whenever we update the status site. Just click on the Subscribe button in the upper right part of the Kayako Status Page and enter your email address to receive updates by email.

2. Clear Browser Cache

Browser-related issues are typically caused by a damaged browser cache or history files. Your browser keeps a record of all the websites you visit and store it in its history file. Internet browser cache, on the other hand, acts as a roadmap for all the websites you visit. It saves copies of these sites locally on your computer so that the websites will load faster the next time you visit them.

Over time, these files can get damaged and may need to be cleared or deleted. Additionally, after some time, this can eat up the data storage space on your device.

Click the links below for instructions on how to clear your browser cache and cookies for popular browsers.

• Google Chrome
• Internet Explorer
• Firefox
• Safari

3. Use a Different Browser

Check whether the website works on a different browser or not. It is possible that the website never loads in Internet Explorer but loads perfectly fine in Google Chrome or Mozilla Firefox. There are some browser extensions that can actually block access to specific websites as configured by the user.

1. Open a different browser.
2. Access your Kayako website.
3. Try to navigate with Kayako to see if it works.

If the site works in another browser, this means that the other browser is the culprit. Explore the settings and if possible, uninstall and reinstall the browser to see if that helps.

4. Clear Your Computer’s DNS Cache

The command flushes your DNS cache and ensures that your computer’s network connection empties all the DNS data for previously visited websites and establishes new connections.

Make sure you have Administrator privileges on the computer. 

1. Open the Windows command prompt by typing cmd in the search box.
2. Type ipconfig/flushdns and hit the Enter key.
   
   

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