Esper Console slow/unresponsive with "Network Error" or timeout: transient platform-side incident, collect HAR file if it persists

Android

If the Esper Console is loading slowly, timing out, or displaying "Network Error" messages across all your Devices & Groups, this guide will help you troubleshoot the issue. In most cases, this is a transient platform issue that resolves on its own, but we'll show you how to diagnose and contact Esper Support if needed.

Before you begin

This troubleshooting guide applies when:

the Esper Console loads slowly or fails to load entirely
The device list times out with error banners reading "an error occurred"
Opening device records returns "We are having a Network error"
All Devices & Groups are affected at the same time (not isolated to one device or group)

If only a subset of devices or a single group is affected, the issue is likely device-specific and requires different troubleshooting.

Step 1: Perform a hard refresh

Start by clearing your browser cache and reloading the Esper Console:

Windows/Linux: Press Ctrl+Shift+R
macOS: Press Cmd+Shift+R

Wait 2–3 minutes to see if the issue resolves on its own. Many transient platform issues clear automatically within this timeframe.

Step 2: Try an alternative browser or incognito window

Browser cache, extensions, or outdated versions can cause similar symptoms. Test in a different way:

Open the Esper Console in an incognito or private browsing window in your current browser
Or try a different browser entirely (Chrome, Firefox, Safari, Edge)

If the Esper Console works in incognito mode or a different browser, the issue is likely on your local machine (cache or extension). Clear your browser cache and cookies, then try again in your regular browser.

Step 3: Verify the issue has resolved

Check that the following are now working:

The device list loads fully under Devices & Groups
Individual device records open without error
No "an error occurred" or "Network error" banners appear

If these steps resolve your issue, you're done. If the problem persists beyond 5–10 minutes, proceed to the next section.

If the issue persists: Collect diagnostic data

If the Esper Console is still unresponsive after the steps above, collect a HAR file to help our support team investigate:

Open your browser's Developer Tools and navigate to the Network tab
Right-click in the Network tab and select Save all as HAR with content
Reproduce the error by navigating to the affected area of the Esper Console
Save the HAR file once the error appears
Also take a screenshot or screen recording showing the error messages and affected console sections
Attach both files to your support ticket

Important: HAR files contain session tokens and sensitive headers. Always share them through secure channels only (support ticket attachment, not email or Slack).

What the diagnostic data tells us

Once you've provided the HAR file and screenshot, our support team will check for:

HTTP 5xx errors or timeouts to Esper API endpoints (e.g., *.esper.io) — this indicates a backend platform issue
Successful API responses with UI errors — this indicates a console UI issue
Browser or network configuration issues — this indicates a local machine issue

This information helps us pinpoint whether the issue is platform-wide, account-specific, or local to your setup.

Still need help?

If the Esper Console remains unresponsive for more than 15–20 minutes and affects all your Devices & Groups submit a support ticket. Include:

The HAR file (if collected)
A screenshot or screen recording of the error
The time the issue started
Your browser and operating system version

Our support team will investigate and either help resolve a local issue or confirm whether a platform-wide incident is affecting your account.