Esper Console Slow or Unresponsive: Network Error or Timeout Troubleshooting

Android

When the Esper Console is slow to load, times out, or displays an error occurred or We are having a Network error banners across all devices, you are likely experiencing a transient platform or browser issue.

Why this happens

Intermittent backend latency or a temporary API disruption can cause the Esper Console to fail loading device data across all of Devices & Groups. Separately, a corrupted browser cache or a conflicting extension can produce identical symptoms entirely on your local machine. The steps below distinguish between the two and resolve both.

This article applies when:

• The device list under Devices & Groups fails to load or shows error banners
• Opening any device record returns We are having a Network error
• All devices and groups are affected simultaneously — not a single device or group in isolation

If only one device or one group is affected, the issue is device-specific and requires separate troubleshooting.

Steps

1. Perform a hard refresh. A hard refresh bypasses the browser cache and forces the Esper Console to reload all assets fresh from the server.
   • Windows or Linux: Ctrl+Shift+R
   • macOS: Cmd+Shift+R
   Wait 2–3 minutes after refreshing. Many transient platform issues resolve within this window.
2. Test in an incognito window or a different browser. Browser extensions and cached session data can interfere with the Esper Console in ways that are invisible in normal browsing. Opening an incognito or private window disables most extensions and uses a clean cache.
   • Open an incognito or private window in your current browser and navigate to the Esper Console, or
   • Try a different browser entirely (Chrome, Firefox, Edge, or Safari)
   If the Esper Console loads correctly in incognito mode or the alternative browser, clear your browser cache and cookies in your regular browser, then reload the Console.
3. Check Esper platform status. Visit status.esper.io to confirm whether a known incident or degradation is in progress. If an incident is posted that matches your symptoms, no further action is required — the platform will recover automatically and you will be notified when it is resolved.

Verify: Navigate to Devices & Groups and open at least one device record. Success means the device list loads fully, individual device records open without error banners, and no an error occurred or We are having a Network error messages appear. The Console should be fully responsive within 5 minutes of completing the steps above.

If this doesn't resolve it

If the Esper Console is still unresponsive after completing all steps above, collect the following before contacting support:

1. Capture a HAR file. A HAR file records every network request your browser makes and allows the support team to identify exactly which API calls are failing or timing out.
   1. Open your browser's Developer Tools and go to the Network tab
   2. Reproduce the error by navigating to the affected area of the Esper Console
   3. Right-click anywhere in the Network tab and select Save all as HAR with content
   Important: HAR files contain session tokens and sensitive request headers. Share them only as a secure attachment in your support ticket — never via email or a public channel.
2. Take a screenshot or screen recording showing the error messages and the affected area of the Esper Console.
3. Note the approximate start time and your time zone so the support team can correlate your HAR file with backend logs.

Contact Esper Support and attach the HAR file, screenshot, and start time. This information allows the team to confirm whether the issue is a backend API failure or a local configuration problem and resolve it without additional back-and-forth.

Still need help?

If the troubleshooting steps above don't resolve your console performance issues, submit a support ticket and include your browser type, network latency measurements, and the specific actions that trigger slowness or timeouts.