The application is unavailable or slow, what can I check myself?

Go directly to:

• Introduction
• Supported web browsers
• The application is unavailable
• Logging in fails
• Logging in works, but the application does not open
• Logging in works, but actions are not carried out
• The application is slow
• DataTables Warning
• API issues
• Information for a support ticket

Introduction

This article covers Vendor Management, Contract Management, Sourcing, Spend Analytics, Tasks, Analytics and Procurement Value Management. These modules are available via a web interface and via API endpoints for integrations with other systems. Issues with availability or speed can therefore affect both users working in the browser and integrations that use the API.

The cause often depends on where the issue occurs. First determine which situation applies:

• The application is unavailable.
• Logging in fails.
• Logging in works, but the application does not open.
• Logging in works, but actions are not carried out.
• The application is slow.
• An API integration receives no response or a delayed response.

Supported web browsers

The web interface is actively tested on the browsers below. Use a supported and up-to-date version.

The browser then automatically checks for updates and installs them.

Safari, Brave, Internet Explorer and Opera are not supported. An unsupported browser can lead to unexpected behaviour, functional limitations or delays. When an issue is reported, you may be asked to reproduce it in a supported browser first. More information can be found in Compatibility and browser support (S2C).

The application is unavailable

If the website does not open or cannot connect, first determine whether the issue lies specifically with ISPnext.

• Other websites - open, for example, Google, Microsoft or BBC.co.uk. If these are also unavailable, the cause probably lies with the internet connection, the company network or the internet provider.
• Browser - cookies can cause old information to be used instead of new data. See How do i clear the application cookies?
• Colleagues - if several users have the same issue, there may be a general disruption or a network issue within the organisation. If only one user is affected, the cause often lies at the workstation, in the browser or in the local network environment.
• VPN, Citrix or Remote Desktop - check whether the issue also occurs without this intermediate layer. If it only occurs within it, the cause probably lies outside ISPnext.
• Network - if the application does not respond at all, the IT department can use traceroute (tracert), firewall logging or network monitoring to check whether traffic reaches the ISPnext platform or is interrupted along the way.

Logging in fails

If the application is available but signing in fails, the issue usually lies in the authentication process. Possible causes:

• Single Sign-On (SSO);
• Microsoft Entra ID or another Identity Provider;
• a blocked or expired user account;
• changed authentication or access settings;
• a verification code that does not arrive.

If only one user is affected, the cause may be specific to that account. See also Why can't I log in to the ISPnext applications?

Logging in works, but the application does not open

A possible cause is IP whitelisting. Some organisations restrict access to pre-approved external IP addresses. This check only takes place after signing in. Logging in then succeeds, but the application or parts of it do not open, or error messages appear immediately after signing in.

In that case, have the IT department check whether the correct public IP address is on the whitelist.

Logging in works, but actions are not carried out

Sometimes navigating works, but a specific action is not processed. For example: a supplier, contract change or form is not saved, a sourcing event cannot be published, or a user cannot be created because the username is supposedly already in use.

A message such as Session expired or Login expired often appears. After closing it, the user remains logged in, but the original action has not been carried out.

This is often caused by security components between the user and ISPnext, such as Web Application Firewalls (WAF), proxy servers, security gateways, SSL inspection or content filtering. These can block specific requests while the session remains active. Check:

• Does the issue also occur from another network?
• Does the same action work without VPN?
• Do colleagues have the same issue?
• Does it concern one specific action or several?

The application is slow

If pages load slowly or actions take a long time, first determine where the delay occurs.

Is the entire application slow?

For example: the home page opens slowly, menus respond with a delay, several modules load slowly, an overview does not load and a DataTables Warning appears, or No data appears in Spend Analytics because of a time-out. Also check whether other websites and web applications are slow. If so, the cause may lie outside ISPnext.

Is one module slow?

Check whether the issue is limited to one module. This helps determine where further investigation is needed.

Is one object slow?

Does it concern one supplier, contract, sourcing event, task, dashboard or report, while similar objects work normally? Then the cause may be related to data or configuration. In that case, always state the name, number or identifier of the object.

DataTables Warning

This message usually appears when an overview or object page does not load within the expected time. Possible causes are large amounts of data, database delays, time-outs while retrieving data, delays in dependent systems or network issues between the user and the platform.

When this message appears, note the full error message, the page, the time and whether the issue can be reproduced.

API issues

The same causes that affect the web interface can also affect API traffic.

No response

No response does not automatically mean that ISPnext is unavailable. The cause can also lie with firewalls, proxy servers, network routers, middleware, integration platforms or security software. Therefore first use a traceroute or network route analysis to check whether the platform can be reached from your own infrastructure.

Slow response

If the response time is higher than expected, Support can investigate how long processing within ISPnext took, whether the delay arises before the request reaches ISPnext or after ISPnext has responded, and whether an external system plays a role.

Information for a support ticket

The more relevant information, the faster the investigation. Always include the username, date and time, module, URL of the page and a screenshot of the error message. Add the following per situation: