If your app users are experiencing recurring loading issues in the web app that shows a blank page with the loading spinner, there is a good chance that this can be fixed.
Checking the Browser Log
Every browser logs actions and messages, for example, errors. For troubleshooting loading issues, this log is a helpful tool. Usually, you’ll find this log in the developer tool section of your browser. In this step-by-step instruction, we’ll use the Google Chrome browser as an example.
Follow these steps when the loading error occurs in your web app or together with the user that is experiencing the loading error.
- In the Google Chrome browser, right-click anywhere on the page.
The context menu opens.
- Click Inspect.
The Chrome Dev Tools open.
- In the browser window, open the web app.
The web app doesn’t load.
- In the Chrome Dev Tools, go to Console.
The logged error messages are displayed.
Known Issue: Blocked Netlify URL
If your browser log shows messages like the following, the cause of the loading issue is a blocked Netlify URL.
The browser log shows errors which can include:
- SSL Mismatch
- Failed to load resource: the server responded with a status of 403 (Forbidden)
- net::ERR_ABORTED 404
- And similar errors
These loading issues were first reported in March 2021. They can occur due to a change in our app delivery process. Since March, Staffbase delivers every new web app release with a unique URL in the format hash-appname-staffbase-cloud.netlify.app. The hash is a random character combination that changes with every new web app delivery. As the web app is delivered very often, usually weekly, these frequent URL changes may alert security checks in your organization’s network. The security checks then block the web app from loading correctly.
Unblocking the Netlify URL
Reach out to your IT department and clarify if Netlify URLs are blocked. If that is the case, the Netlify URL needs to be whitelisted for the network in the format *.netlify.app. As soon as all Netlify URLs in this format are allowed, the app wil load correctly again for all your users. Using the wildcard (*) for the white list ensures that this fix also works with future releases of the web app.
If your IT department has any further questions or needs a specific solution due to security requirements, contact firstname.lastname@example.org.