Troubleshooting speed

While FareHarbor is optimized to run as quickly as possible, you may occasionally experience speed issues related to internet connection, computer software, or other factors. If your Dashboard is running more slowly than normal, see below for some common troubleshooting tips.

Check your internet status and speed

• Go to fast.com to check your internet download speed. A speed of 25 megabits per second (Mbps) or faster is recommended to properly run FareHarbor.

• If you’re using a mobile device, check to see whether you’re using mobile data or Wi-Fi. If using a mobile data connection, try switching to Wi-Fi (and vice versa).

Troubleshooting specific areas of the Dashboard

• Bookings section loading slowly: If you have 100+ availabilities per month, it may be best to set your default calendar view to the Day or Agenda view, or save a custom calendar that displays fewer availabilities.

• Reports loading slowly: If you’re generating a report that is pulling data from thousands of bookings, try shortening your date range or adding filters. This is especially common when running the Detailed bookings report.

• Update availabilities loading slowly: If you’re updating hundreds of availabilities at a time, try updating the availabilities in smaller segments by shortening the date range.

General troubleshooting

• Check status.fareharbor.com. In the unlikely event that FareHarbor or one of our providers is experiencing an issue, we’ll always post the latest on this page.

• Make sure your device’s software is up to date, as well as your browser. If you’re using the FareHarbor app, make sure you have the most recent version.

• Try using Google Chrome as your browser. We’ve found that Internet Explorer can be especially slow.

• If you have an ad-blocker installed, update your settings to allow fareharbor.com. We use words that are sometimes identified and blocked by ad-blockers (like “affiliate”) that may cause FareHarbor to not work correctly.

• Clear your browser’s cache, history, and cookies. If you’re not sure how to do this, visit one of the following pages to read instructions for your specific browser: Chrome, Firefox, Safari

• Make sure your system meets the rest of our hardware and software requirements.

• If you’re seeing an error message, see our Troubleshooting error messages page for more information.

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Troubleshooting speed – additional tips

If the company has tried everything on the external page and is still having trouble, try the below suggestions in order:

1. Find out what specific section or process is slow

Payment processing: This could be a Stripe issue. Check status.stripe.com, then check Slack (see if someone has posted in #support or #payment_operations, or search for the company shortname in the #errors channel).

Specific areas of the Dashboard:

• Reports loading slow: Are they pulling a detailed bookings report for years worth of data with thousands of bookings? Have them try a smaller date range or add filters to narrow down the results.
• Manifest loading slow: Are they using the availabilities manifest and trying to load 6+ availabilities with many bookings? Try turning on “Load availabilities manifest by section” in advanced company settings. Or, if custom fields aren’t needed for a particular manifest, try turning off “Include custom fields” for the manifest under Columns > Custom fields.
• Calendar loading slow: Do they have hundreds of availabilities and are using the Month view? Have them try the Day or Agenda view, or set up a custom calendar to show less availabilities.
• Update availabilities loading slow: Are they trying to change thousands of availabilities at once?

If none of the above, find out specifically what is slow (ex: “the availability overlay is slow to load when I click the open availability button on 12/15”). The more specific the better.

2. Diagnose their overall internet status

• Even when clients say “everything is moving fast except my dashboard”, they still may be below our recommended internet speeds (25 mbps or faster is recommended). Have them open a new browser and go to fast.com to find out their download speed.

• Are they on a mobile device? Check to see whether they’re on Wi-Fi or using mobile data. How close are they to the router?

3. Determine what devices/browsers/software they are using

• What device are they using? Is the most recent software installed?

• What browser are they using? (If Chrome, does it need to be updated? if Internet Explorer, they probably should switch browsers.)

• Look for old/outdated software

• Go through the rest of our recommended system specs with them.

4. Screen share & gather technical data

Walk through the below steps and see if you can spot any problems.

• Do they have ad-blockers installed? We use words that are sometimes identified and blocked by these plugins (like “affiliate”) that may cause FareHarbor to not work correctly. Have them update their ad-blocker settings to whitelist fareharbor.com.

• Are they using bookmarks? Completely delete bookmarks and retype their FareHarbor dashboard URL in the address bar.

• Open their console and look for errors. Right click on their browser, click inspect. Click console. Refresh the page and watch for any red errors to populate.

• Did they clear their history/cookies/cache? This should be the last step you try. Refresh Your Cache shows how to do this on different browsers.

5. Get a recording

If you still can’t figure it out and have tried everything, get a recording of what is happening on FareHarbor. Make sure all of the following are covered in the recording:

• What are you clicking on, from where?

• Which booking or availability are you opening or trying to take action on?

• What do you see on your screen while it’s being slow? (spinning blue arrows? the “Loading Company Name…” screen? does it just sit there?)

• Does your computer seem to lag or hang? Does this always happen, or just sometimes?

6. Log a bug in the #bug-reports Slack channel – last resort!

If all else fails, log a bug and the Product team will look into it.