Esper Console Slow or Unresponsive: Troubleshooting Network Errors and Timeouts

Android

When the Esper Console is slow to load, timing out, or showing "Network Error" or "an error occurred" banners across all your devices, the console is either experiencing a transient platform issue or your browser is serving stale cached data.

Why this happens

Transient backend issues can cause API calls from the Console to fail or time out, surfacing as error banners or blank device lists. Separately, a corrupted browser cache or a conflicting browser extension can produce identical symptoms entirely on your local machine. Ruling out the local cause first avoids unnecessary waiting.

Before you start

This article applies when all of the following are true:

• The Esper Console loads slowly or fails to load entirely
• Devices & Groups times out or shows an error occurred banners
• Opening any device record returns We are having a Network error
• All devices and groups are affected simultaneously

If only a single device or group is affected, this is a device-specific issue and requires different troubleshooting. Contact Esper Support with the affected device serial number.

Steps

1. Perform a hard refresh to bypass any locally cached version of the Console.
   • Windows or Linux: Ctrl+Shift+R
   • macOS: Cmd+Shift+R
   Wait 2–3 minutes. Many transient platform issues resolve automatically within this window.
2. Open the Esper Console in an incognito or private browsing window. Browser extensions and cached credentials are disabled in incognito mode, which isolates whether the problem is local to your browser profile. If the Console loads normally here, the cause is local — clear your browser cache and cookies, then reopen the Console in your regular window.
3. Try a different browser entirely (for example, switch from Chrome to Firefox or Edge) if the incognito test is still slow or erroring. If the Console works in a second browser, uninstall or disable extensions in your primary browser and clear its cache before retrying.
4. Check the Esper status page at status.esper.io for any active incidents or degraded services. If an incident is posted, no further action is needed on your end — the platform team is already investigating.
5. Collect a HAR file if the Console is still unresponsive after the steps above. The HAR file captures the exact API calls and error codes so the support team can pinpoint whether the failure is a backend timeout or a client-side issue.
   1. Open your browser's Developer Tools and go to the Network tab.
   2. Right-click anywhere in the Network tab and select Save all as HAR with content.
   3. Reproduce the error by navigating to the affected area of the Esper Console — for example, Devices & Groups.
   4. Save the HAR file once the error appears.
   5. Take a screenshot or screen recording showing the error banners and which Console sections are affected.

   ⚠️ HAR files contain session tokens and sensitive request headers. Share them only through a secure support ticket attachment — not by email or chat.

Verify: The Console is resolved when Devices & Groups loads the full device list without banners, and individual device records open without a Network error message. If the hard refresh and browser tests cleared the issue, it was a local cache problem. If it cleared on its own after a few minutes without any local changes, it was a transient platform issue.

If this doesn't resolve it

If the Console is still unresponsive after completing all steps above, contact Esper Support and include:

• The HAR file collected in Step 5
• A screenshot or recording showing the error banners
• The approximate time the issue started and your timezone
• The browser name and version you are using
• Your Esper enterprise name (visible in the Console URL, e.g., your-enterprise.esper.cloud)

This information allows the support team to correlate your session against backend logs and identify whether the issue is isolated to your account or affecting the broader platform.

Still need help?

If the steps above don't resolve the issue, submit a support ticket with your device model, Android version, Esper Agent version, and a description of what you've already tried — this helps the support team investigate without a follow-up.