If a Doc is slow, freezes, or sticks while you edit or view it, the cause is often your browser, device, or network setup. This article shows you the most common causes, how to check them, and what to send Support if the problem continues.
Common causes
Slow or unstable internet connection: A weak Wi-Fi signal or a congested network can slow down loading, saving, and moving between pages.
Browser extensions: Some extensions run on every page you open and can slow down editing and loading.
VPN configurations: A VPN can add delay by sending all of your traffic through its servers. Your IT team may be able to exclude Turtl from the VPN.
Enterprise firewalls and proxies: Security tools that inspect network traffic can slow down or block some of the requests a Doc needs to load.
Antivirus and web protection software: Some security tools scan your web traffic and can slow down pages. Check if your antivirus has a web or HTTPS scanning setting.
Too many open tabs: Many open tabs or other busy apps can use up your device’s memory and slow down editing.
Quick checks
Try these first. They fix most slow-performance issues:
Check your internet connection. Load another website, or switch to a different network if you can.
Close tabs and apps you don’t need.
Open the Doc in a private or incognito window. This turns off most extensions.
Clear your browser cache, then hard reload the page with Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac).
Make sure your browser is up to date.
If you use a VPN, disconnect from it and open the Doc again.
Open the Doc on a different device or in a different browser if you can.
Allow Turtl domains on your network
Ask your IT team to allow these domains in your VPN, firewall, proxy, or antivirus software:
your-account-name.turtl.co or your custom domain
assets.turtl.co
user-themes.turtl.co
themes.turtl.co
*.turtl.co (wildcard domain)
For more detail, see Whitelisting Turtl domains.
Capture a HAR file for Support
If the issue continues, Support may ask for a HAR file. It records the requests your browser makes while you use a Doc, and shows if any are blocked or delayed. Open the affected Doc, follow the steps for your browser, then attach the .har file to your reply to Support.
Chrome
Press F12 (or Ctrl + Shift + I) to open Developer Tools.
Select the "Network" tab.
Make sure recording is on. The red circle should be visible.
Click the clear icon (a circle with a line through it) to remove any old requests.
Refresh the page and wait for it to finish loading.
Repeat the action that is slow, for example, editing a page, saving, or moving between pages.
Right-click the list of requests and select "Save all as HAR with content".
Edge
Press F12 to open Developer Tools.
Select the "Network" tab and check "Preserve log".
Click the clear icon to remove any old requests.
Refresh the page and wait for it to finish loading.
Repeat the action that is slow, for example, editing a page, saving, or moving between pages.
Click "Export HAR" and save the file.
Firefox
Press Ctrl + Shift + E to open the "Network" tab.
Click the clear icon (trash can) to remove any old requests.
Refresh the page and wait for it to finish loading.
Repeat the action that is slow, for example, editing a page, saving, or moving between pages.
Right-click the list of requests and select "Save All As HAR".
Safari
Go to "Safari" > "Settings" > "Advanced" and check "Show features for web developers".
Select "Develop" > "Show Web Inspector", then open the "Network" tab.
Click the clear icon to remove any old requests.
Refresh the page and wait for it to finish loading.
Repeat the action that is slow, for example, editing a page, saving, or moving between pages.
Click "Export" and save the file.
What to include when you contact Support
The link to the affected Doc
Whether the issue happens when editing, viewing, or both
Whether you use a VPN, firewall, or proxy
The browsers, devices, and networks you have already tried
The HAR file