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Please Review Users encountering reviews that are stuck on "Loading..."

Server Access is required to investigate some of the points mentioned.

This article outlines the steps to examine the scenario where a review shows "Loading..." indefinitely without loading. Below are the checkpoints to review.

1. Supported Browser

Please Review no longer supports Internet Explorer, and the code it executes upon opening a review will result in precisely these symptoms.

2. Javascript Console Error

Utilise the F12 Developer window in your browser to access the Console tab and inspect for any errors present there. Such errors could indicate issues triggered by elements within the document. To further investigate, we require access to the document and information regarding the version you are using.

3. Large HTML

You may examine the database by executing the following query, where 123 represents the review ID:

SELECT * FROM T_Document WHERE ReviewId = 123

The object ID corresponds to the document ID, and the order column with a value of 1 indicates which document is attempted to be loaded first. Subsequently, you can locate the corresponding HTML files for this document ID within the document files folder to assess if they appear excessively large. Do these files load quickly enough in a browser, or is there a delay?

4. Network Error

Use the F12 Developer window in your browser, navigate to the Network tab, and ideally have it loaded before entering the review. Check if it displays the review files transferring, and observe if they stop or encounter delays. If the files halt or experience delays despite being relatively small, it suggests interference with their connection.

5. Missing Dynamic Folder Contents

5.1 Issue Description

• The dynamic folder contains bundled JavaScript and stylesheets for Please Review functionality and user display.
• Recent recycling of the application pool during busy periods, combined with default settings allowing overlapping recycling, can lead to issues.
• Some JavaScript files created for users may be cleared out by the outgoing application during shutdown, causing problems.
• Though rare with correct installation, missing key JavaScript files can cause 404 errors in the Network tab of the F12 Developer window.
• These 404 errors to files under the Dynamic folder would also be seen in the IIS server logs, if access to the server logs is easier than that seeing these on the F12 Developer window trace.
• This can result in login difficulties and incorrectly displayed review lists due to missing .css files in the same folder.

5.2 Resolution Steps

• Stop the the application for about 10s and then start it again, to fix the issue, though this action will log out all users. 
• Users with intact Dynamic .js and .css files may not be affected.
• Consider configuring the application pool to disallow overlapping recycling in advanced settings.
• If the recycle was unexpected, then you may need to also investigate what caused the recycle of the application pool too, looking through the logs to see where a recycle took place; this will be where all the start-up log entries would be seen. 
• Avoid recycling the application where possible and instead stop it, wait 10s and then start it, as even when disallowing the overlapping recycling, it has been found that IIS can still overlap a recycle,

Note: That changing settings might trigger an application pool recycle by default.

6.  Page loads eventually

If the page loads slowly but eventually appears, consider the following:

• Check the size of the web content downloaded. Open Developer Tools (F12), go to the Network tab, and reload the page. If the size exceeds 50MB-100MB, the document is likely very large.
  
  Large documents often contain many pages of tables, generating extensive code. Such documents are better viewed as PDFs or split into smaller sections.
• Check for browser add-ons or extensions that might interfere, especially those scanning for phone numbers (e.g., Skype). Disabling these can improve loading speed.