Troubleshooting ServiceAI Loading Issues

If your CloudRadial ServiceAI application is stuck on a loading screen or fails to load properly, this article covers the most common causes and how to resolve them.

Symptoms

• ServiceAI client displays a blank or spinning loading screen that does not resolve
• The ServiceAI interface partially loads but key elements are missing
• ServiceAI loads for some users but not others
• The loading screen persists for more than 30 seconds without progress

Common Causes and Solutions

1. Browser Cache and Cookies

Stale browser cache is one of the most common causes of loading issues.

• Clear your browser cache and cookies, then try loading ServiceAI again
• Try opening ServiceAI in an incognito or private browsing window to rule out cache issues
• If ServiceAI works in incognito mode, clearing the browser cache for the ServiceAI domain should resolve the issue

2. Network and Firewall Configuration

ServiceAI requires uninterrupted network access to CloudRadial's servers. If your network has strict firewall rules or content filtering, it may block necessary connections.

• Verify that your firewall allows outbound HTTPS (port 443) traffic to CloudRadial's domains
• Check if a web proxy or content filter is intercepting or blocking the connection
• If you are using a VPN, try disconnecting and loading ServiceAI on a direct connection to see if the VPN is causing the issue
• Ensure that SSL inspection or deep packet inspection is not interfering with the ServiceAI connection

3. Pod Configuration Issues

ServiceAI runs on specific infrastructure pods. If your account's pod configuration is incorrect or the assigned pod is experiencing issues, loading may fail.

• Contact CloudRadial support to verify your account's pod assignment is correct
• If you recently migrated or had account changes, the pod configuration may need to be updated

4. Browser Compatibility

ServiceAI works best with modern, up-to-date browsers.

• Ensure you are using the latest version of Chrome, Edge, Firefox, or Safari
• Disable any browser extensions that may interfere with web applications (ad blockers, script blockers, privacy extensions)
• Try loading ServiceAI in a different browser to determine if the issue is browser-specific

5. DNS Resolution

If your local DNS is not resolving CloudRadial's domains correctly, the application will fail to load.

• Try flushing your local DNS cache (on Windows, run ipconfig /flushdns in Command Prompt)
• If you use a custom DNS provider, try temporarily switching to a public DNS (such as 8.8.8.8 or 1.1.1.1) to rule out DNS issues

Quick Diagnostic Steps

Follow these steps in order to quickly identify the cause:

• Step 1: Try loading ServiceAI in an incognito/private window. If it works, clear your browser cache.
• Step 2: Try loading ServiceAI on a different device or network (such as a mobile hotspot). If it works on a different network, the issue is likely firewall or proxy related.
• Step 3: Try a different browser. If it works in another browser, check browser extensions or settings in the original browser.
• Step 4: Check your browser's developer console (press F12) for any error messages. Red errors in the Console tab can help identify what is failing.

Still Having Issues?

If none of the above steps resolve the loading issue, please submit a support ticket and include the following details:

• The URL you are trying to access
• Your browser name and version
• Any error messages from the browser developer console (F12 Console tab)
• Whether the issue affects all users or specific users
• Whether ServiceAI loads on a different network or device