无法弄清楚为什么页面不会为某些用户加载

Question

I am at a loss and need any advice I can get on what to try next.

I have a site where users can edit their profiles. We have about 10K customers. Of those customers about 20 have this issue and I can't figure it out. When they go to the page it acts like it doesn't finish loading. One symptom is when you hover over links the pointer will not change to hand.

For me I can login with their account and try different machines and browsers and it works perfectly. I can use Chrome and change the speed and view type all still works. I have never actually reproduced the issue.

They can hit CTRL+F5, clear cache, try different browsers, different systems, nothing works for them. Today I worked with one person and removed everything from loading on that page except for exactly what was needed. No Google Analytics, no FB pixel, stripped all the JS, and nothing helped. He even tried at his local library and it still happened.

I am totally out of ideas. Anyone have any suggestions?

Thanks

Answer 1

The page likely isn't "acting" like it's not finishing loading, it probably is not finishing loading. Your sample size is probably large enough to cover users with outmoded browsers or restricted bandwidth. You need to get more info from your users: OS & version, Browser, Virus protection. If you're relying on GA and other 3rd party libs acquired by CDN, one downed delivery network can stop the entire page. I've seen this happen while on a vpn. Ask your users if they're on a VPN when this happens. Some of your assets (googlefont api for example) will not load over crappy VPN's.