Issue - zendesk crashing (not responding) in Chrome

Answered

24 Comments

  • Official comment
    Dwight Bussman
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    Hi Patrick (and others as I suspect all will want to know this),

    Thanks for reaching out on this. This is an issue of which we're aware, and there's an ongoing problem ticket tracking this which has developer attention as we speak (as we type?). If you'd like to be informed when they've resolved this problem, I will make a note to update this thread when it's been resolved.

    For even faster notification, please reach out to support@zendesk.com and mention that you believe your account is affected by the issue from Problem Ticket 3468338. Our support team will ask a few confirming questions to verify that this is actually the issue you're experiencing and not something with similar symptoms.

    If you experience something you believe to be a bug in the future, please don't hesitate to contact our Support team directly at support@zendesk.com - that'll be the fastest way to get help.

  • Nils Zwicker
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    Hello Chris,

    have you tried another browser?
    If it work with Firefox or Edge it should be a Chrome related problem.

    I will ping some people, so they can take care about your request.

    Best Regards,
    Nils

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  • Jessie Schutz
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    Hi Chris! Welcome to the Community!

    I'm sorry you're having trouble with this. I checked on our open Problem tickets right now, but I don't see one that sounds like what you're experiencing right now.

    I recommend the troubleshooting steps that Nils suggested, and also making sure that Chrome is updated to the most recent version. If you're still having issues, you'll want to submit a ticket to our Support Team so they can troubleshoot with you in more detail.

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  • Chris Thomassen
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    Hi Nils, Jessie. Thanks for your help.

    I tried many things but still not working in Chrome. For now I'll be using Safari for Zendesk (no issues there), however issue is still not resolved for Chrome and I really need it to work in Chrome. 

    I tried the following:

    • Disabled plugins one by one
    • Deleting all cookies/history etc from chrome
    • Reinstall Chrome
    • Updating all software on iMac

     

    One thing I noticed though: it only seems to crash when going to or being in the 'reporting overview'. All other tabs work fine and it does not crash unless I go to reporting overview.

    If there is anything else I can try, please let me know.

    Thanks.

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  • Kelly Brown
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    Hello, I am experiencing the exact same issue.

     

    Any feedback on this would be much appreciated.

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  • Anna
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    Hello! I've also been having the same issue when I open the reporting tab, and I'm running the most recent version of Chrome with no extensions.

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  • Kelly Brown
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    just an update, I checked with my team and they are also experiencing the same issues and the eyeballs on the tickets are lagging or not show up when they are working tickets

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  • Chris Smelko
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    I've been experiencing this same issue as well. I first started noticing it about a month ago when I would try to open reports. Toggling the "Reporting period" drop-down and selecting a different range seemed to be causing the issue at first, but now it seems like just sitting on the reporting page locks the page up. I have the Zendesk page pinned in Chrome Version 65.0.3325.181 (Official Build) (64-bit), so I have to un-pin it and close the tab to navigate away from the page.

    I noticed today that this also seems to be happening from the "New and Open" ticket view randomly. When it locked up today I noticed that the browser had the URL address listed below at the bottom, left-hand corner of the screen:

    pubsub-shard2-4-1.zendesk.com...

    --

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  • Patrick Feehan
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    I'm having the same issue when using the reporting tab of ZenDesk. Is this a larger problem that is being addressed? 

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  • Jed Acob
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    I am also getting this error.  My google chrome is up to date and I do not want to change browsers.

    Has anyone fixed this issue?

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  • Amrik Cooper
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    Glad to see there's an active discussion on this. I've been having this problem for weeks now. I live in Chrome and when I use other browsers (Firefox and Safari), Zendesk hangs really hard anyway when submitting changes on a ticket. Chrome hangs the hardest when submitting updates on tickets and I get a message saying that Zendesk is not responding. See my Javascript console from Chrome if it helps.

    Google Chrome  65.0.3325.181 (Official Build) (64-bit) for Mac.



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  • Jon Daniels
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    Hey Amrik! This may or may not be related, so please submit a request at support@zendesk.com, if you haven't already.

    We look forward to assisting you with this!

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  • Jessie Schutz
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    Hey Jed!

    We're still working on a fix for this. As Dwight said in his comment, you can submit a ticket to our Support team to be added to the Problem ticket and get notified when the issue is resolved.

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  • Gretchen Terrio
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    Hi,  I have been experiencing the same problem intermittently for a few weeks.  As of last week, it crashes everytime I use Reporting Overview.

    Yesterday, I began using my backup laptop without any problems.  However, this morning I began experiencing the same problem on this laptop.  I have sent a request to support@zendesk.com.

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  • Jon Daniels
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    Thanks, Gretchen! We will be updating you on the progress of the fix through that ticket.

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  • Kelly Michaelian
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    I have also been experiencing this issue with Chrome (which I, too, really need to use).  Look forward to a resolution.

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  • Nicole - Community Manager
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    Hi Kelly - 

    Have you submitted a ticket to support@zendesk.com

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  • E
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    I had this exact issue with one of our users... I had to manually uninstall chrome via registry than reinstall to get it working again.

    Only the issue has returned 2 weeks later. It works fine in IE and Firefox.

    Has there been any resolution to this that can be shared in the community boards here?

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  • Mary
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    I would open a ticket if you haven't yet.  Tier 2 got back to us and our specific issue with chrome crashing is tied to insights dashboards.  We are disabling them in zendesk and will access directly through gooddata for now until the problem is solved.  

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  • Peter Finlay
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    +1, also experiencing this whilst clicking into Reporting. I've ignored it for as long as I can, will submit a ticket. Thanks OP for logging this thread

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  • Kyle Paulson
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    I also appear to be having a similar issue when creating articles using Guide. It appears to happen for me after dropping in an image. This has occurred multiple times for me. When the issue occurs I can still save the article I'm working on and I can change the article title but cannot scroll the article or interact with content in the article. Thus a not pretty work around is saving article and refreshing the browser.  In Chrome console I see the following. Let me know if I should submit a separate ticket for this one. I appear able to reproduce it consistently.



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  • Nicole - Community Manager
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    Hey Kyle - 

    This looks like a bug, and we have an internal team digging into it. It's taking a little time but they'll be in touch when they have a better idea of what's going on. Thanks!

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  • Kyle Paulson
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    Hi Nicole. Thank you for the update. I did find a work around by using Firefox and have been happily creating articles with photos there. Will look forward to hearing more and being able to drop photos in on articles in Chrome. Thanks again for the update on this!

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  • Nicole - Community Manager
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    Glad to hear you got things sorted out, Kyle! Let us know if you have any additional questions. I believe a Customer Advocate will be following up with you in a private ticket as well.

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