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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / D365 Omnichannel Custo...
Service | Customer Service, Contact Center, Fie...
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D365 Omnichannel Customer Service Workspace - Opening a session freezes the browser (sometimes)

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Posted on by AshKetchup

We are using the D365 Omnichannel Customer Service Workspace. We mainly use them for chats. We have a session template and we have added some tabs, including entity forms, custom pages etc. 

The performance is bad, meaning the application takes a long time to open the session with all tabs.

Sometimes, however, the whole browser freezes after just opening a session. Just one session in the Customer Service Workspace.

Why does this happen? Could it be because of background processes that we use, such as retrieving information from an on-premise database?

Please help! Our customer service team needs to restart the browser 3 times a day because of this issue.

  • Suggested answer
    J Vicente Profile Picture
    J Vicente 20 on at
    D365 Omnichannel Customer Service Workspace - Opening a session freezes the browser (sometimes)
    Very possible that retrieving data from an on-prem database is impacting this. Loading lots of tabs shouldn't cause a full browser freeze, but it's certainly possible.

    First thing's first: try creating a new profile that slims down the number of tabs you open in one go. Remember that your users can always open those sessions as and when they need to, rather than all in one go at launch.

    Second is checking what browsers are being used by your staff. Presumably, the majority are using a chromium browser (Edge, Chrome, Brave, Opera etc) but if not, it's a good idea to encourage the switch as D365 is optimised for chromium browsers.
     
    It's also worth checking the Model-Driven App diagnostics as well as the diagnostics page. The app diagnostics can be accessed by using the keyboard shortcut: Alt+Shift+Q. You'll see a small green box appear in the upper right of your screen - click on it to view more information about what events are occurring when the page loads, as well as other bits of metadata that might be helpful in diagnosing the issue.
     
    You can access the Dynamics 365 Diagnostics page by appending "/tools/diagnostics/diag.aspx" to the end of your D365 URL (e.g. https://example.crm11.dynamics.com/tools/diagnostics/diag.aspx).
     
    Hope this helps!

    Josh
  • Community member Profile Picture
    Community member 2 on at
    D365 Omnichannel Customer Service Workspace - Opening a session freezes the browser (sometimes)
    My agents are also facing similar issue. 
     
    Please help.
     

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