Seeing constant slow loading in the Emma app

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Social Media Mentions

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Posted 4 years ago

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Benton Cummings, Senior Manager, Customer Support

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I hate to hear that you're having a frustrating time with the app! I'd like to get some insight from you about your experience to see how we can help make it better for you.

I'd definitely recommend giving the first part of Katie's reply in this thread a read- there are some excellent tips on making sure your system and network are in the best possible shape and helps rule out the possibility of weakness on that side of things that may be slowing things down.

And, because she did such a thorough job with that post, I'll go ahead and ask the same questions she posed there so we can try to narrow in on a solution for you:
  1. What part of your Emma account is slow for you? Is it everything in Emma, only certain pages (like anything you click on the Response page) or when you take certain actions (like opening a specific email -- and if so, let us know that email's name)? 
  2. Are you running any sort of anti-virus or security software? 
  3. What type of firewall are you using?
  4. What browser and version are you using? You can go to supportdetails.com to have both the browser and version automatically detected, if you aren't sure.
  5. Do you have any toolbars or plugins installed in your browser?
  6. Are any other websites slow, or is it just your Emma account? How about other secure sites, like online banking?
  7. What operating system are you using, and how much RAM does your computer have? 
  8. Is this happening on multiple computers in your workspace or just one? 
  9. Is the slowness hitting at a certain time of the day, week or month? 
Thanks so much for letting us know about your experience. I'll be looking forward to your reply!
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Benton Cummings, Senior Manager, Customer Support

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Hi again,

Just checking back in on this to see if you're still noticing problems. I'd love to hear back from you with any details if you're still running into issues. Thanks!
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Cultural Alliance of Fairfield County

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With me it's images. I just tried Constant Contact and all image editing was virtually instant. When I upload and then edit images each part takes an minute. It;s not my new iMac, it's not the latest browser, it only seems to be MyEmma. It's so unbelievably frustrating.
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Benton Cummings, Senior Manager, Customer Support

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Thanks for the additional information.

Is this only when the image modal is open that you're noticing the slowness? Are you noticing any difference in the speed of selecting images from your computer vs. the image library? Or, do all actions appear to take a while when the 'Insert an image' modal is open?
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Warm 'n Fuzzy

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It's super slow for me too.  Very frustrating.  Having to wait 20-30 seconds for each image... annoying!
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Author Emilie Richards

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I had this exact problem 4 weeks ago, and yet I was told at that time (same time as this post) that there was no detectable problem. My responder said she would get back to me and never did. And here, on nearly the same day, is the exact same issue. That's a problem, folks.
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Benton Cummings, Senior Manager, Customer Support

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I wanted to circle back here to let you know some information we've gained after doing a bit of testing. I'm hopeful that it will help you all quite a bit with this issue. 

We found that images over 1MB in your image library can have a dramatic impact on the speed and performance of the application- specifically when there are many large image files in there. We noticed immediate improvements in application speed and navigation when we deleted those specific image files that were over 1MB and replaced them with files that were less than 1MB. There really isn't any need to use large image files (above 1MB) for emails, so we'd definitely recommend keeping them well under that for optimum performance and results.

I'd highly recommend heading into your image libraries and deleting any images over 1MB. Feel free to edit the images and bring them back in as smaller files, as we didn't notice a cumulative impact of having many small files- it's just the large files that seem to be making the difference here.

It's also good to know that there won't be any negative impact on your sent mailings, mailing webviews, or mailing response for emails that may have contained those large image files after deleting them.




I'd love to hear back in this thread if any of you had success with removing the larger files from your image library, and how that may have affected your sessions in the application!

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Author Emilie Richards

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I did that myself following this advice, and it didn't help a bit. When I reported this, I got what amounts to a shrug from Myemma. And yet here's someone else who was having the same problem. Has anything been fixed?
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Benton Cummings, Senior Manager, Customer Support

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Hi Emilie,

I'm sorry to hear of all of the trouble using Emma. I'd like to get some specific details about your setup to see if we can get your Emma sessions back on track:
  1. What part of your Emma account is slow for you? Is it everything in Emma, only certain pages (like anything you click on the Response page) or when you take certain actions (like opening a specific email -- and if so, let us know that email's name)? 
  2. Are you running any sort of anti-virus or security software? 
  3. What type of firewall are you using?
  4. What browser and version are you using? You can go to www.aboutmybrowser.com to have both the browser and version automatically detected, if you aren't sure.
  5. Do you have any toolbars or plugins installed in your browser? If so, do you mind heading to your plugins in your browser and listing those or posting a screenshot?
  6. Are any other websites slow, or is it just your Emma account? How about other secure sites, like online banking?
  7. What operating system are you using, and how much RAM does your computer have? 
  8. Is this happening on multiple computers in your workspace or just one? 
  9. Is the slowness hitting at a certain time of the day, week or month? 
  10. Have you been able to try Emma on a different network to see if the result is the same?
Thanks so much for taking the time to share your experience with us. I'll be looking forward to the answers to the above questions to see if we can get to the bottom of the issues!
(Edited)
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Author Emilie Richards

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Thank you for answering, Benton. I believe you addressed this first and told me to delete photos, which I did. It didn't help. Four weeks went by with the promise I would be updated, and when I finally asked again for help I was told I shouldn't have any more problems. Can you tell me if Emma discovered something was wrong and fixed it? If not I'll be happy to answer all ten of these questions. However if the other rep was right and there are no longer issues, I'll just try my newsletter first. However she has not gotten back to me to answer and I'm hoping another four weeks doesn't go by until she does.
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Author Emilie Richards

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I should add that the problems began that day (four weeks ago) in the middle of compiling my newsletter. Everything slowed to a crawl, and when I tried to add photos, the whole thing crashed. I detailed this elsewhere. Scheduling once i finished (took 4X as long as usual since I could only type a few words a minute) scheduling was a nightmare. Everything froze. Took about eight tries before I could get to the final screen. I can't imagine wanting to go through that again, nor, to be honest, do I want another four week delay in response or an hour MORE of my time answering all your questions. I have exactly the same system and computer I always had and the problem began halfway through the newsletter. A little research shows I was not the only sufferer about that time, so perhaps this has been addressed and fixed at myemma?
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Benton Cummings, Senior Manager, Customer Support

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Thanks for the additional info- I see your initial post was on June 24th. I'm going to check in with our systems team to see if I can pinpoint any trouble we may have run into on that day as I'm not sure. Can you indicate if the issues you experienced were only on June 24th, or if they've been persistent since then?
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Author Emilie Richards

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My original post on this coincides with HandsOnRVA above, who was having identical issues. So I was not alone, although I had to do some sleuthing to find that out. My newsletter is monthly and I haven't tried another. Plan to this week, which is why I checked back in to see if anything had been fixed or discovered.
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Benton Cummings, Senior Manager, Customer Support

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Hi again Emilie,

I definitely hear your frustration, and I can assure you that it is a high priority for me to help you here. We don't want any of our customers to have a bad experience with our application, and we take a huge amount of pride in making sure that we acknowledge and address any issues when they come up. I hate that you had that experience, and I'm sincerely interested in doing what we can to make sure your next Emma session is a good one!

Our systems team checked back on June 24th, and we don't see any system-wide issues that would have resulted in the problem you're describing on that date.

In looking deeper into your account, I see that you did delete a lot of images in late June. There are still 12 images in your image library that are over 1MB though (some are significantly larger than that), so I'd definitely recommend heading back into the image library to spot those and delete them. If they are images that you need or would like to keep in there, then I'd suggest using an image editor (or an online tool like www.picmonkey.com) to reduce the size of those images and then re-upload them to your library. I definitely see your point about ensuring that size recommendation is very visible, and I'll make sure to pass that comment along to see how we might be able to address the need for clearer information on that end. That's a very recent discovery for us, and I'm hoping that you'll see some positive traction in editor and application performance by removing those larger images from your library.

I'd love to continue to explore ways to make your Emma sessions better, but we'll need some details from you in order to look any deeper. Please reply with answers to the questions below and we'll definitely take a look and see if there's anything we can recommend to make navigating Emma an easier experience for you:
  1. What part of your Emma account is slow for you? Is it everything in Emma, only certain pages (like anything you click on the Response page) or when you take certain actions (like opening a specific email -- and if so, let us know that email's name)? 
  2. Are you running any sort of anti-virus or security software? 
  3. What type of firewall are you using?
  4. What browser and version are you using? You can go to www.aboutmybrowser.com to have both the browser and version automatically detected, if you aren't sure.
  5. Do you have any toolbars or plugins installed in your browser? If so, do you mind heading to your plugins in your browser and listing those or posting a screenshot?
  6. Are any other websites slow, or is it just your Emma account? How about other secure sites, like online banking?
  7. What operating system are you using, and how much RAM does your computer have? 
  8. Is this happening on multiple computers in your workspace or just one? 
  9. Is the slowness hitting at a certain time of the day, week or month? 
  10. Have you been able to try Emma on a different network to see if the result is the same?
Once again- I'm truly sad to hear of your frustration, and I hope I'm able to offer some confidence that we're very much dedicated to helping you succeed on our platform. I'll be looking forward to your reply!
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Author Emilie Richards

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Yes, frustration. And Benton, if Emma KNOWS images above 1MB are going to cause problems, then why allow us to download them? I'll confess I didn't even know everything I ever loaded or tried to load was in my image library. I cleaned it out immediately after your email, but will go back and get rid of more. Still, the question remains. . . WHY do you allow this when it's going to cause problems? Most other programs I work with insist we reduce images if that's important. Reducing them is simple. The problems I had were not. But I'm still doubtful that had any effect since it began halfway through a newsletter using the same templates etc. I always use.
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Benton Cummings, Senior Manager, Customer Support

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Thanks so much for your commentary and insight here, Emilie- I do agree with you. I do know that there was a very recent conversation about the way in-account image sizes are handled within Emma, and I can guarantee you it will be brought back up to the folks discussing it internally as it relates to our conversation here.
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Author Emilie Richards

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Emma an easier experience for you:
  1. What part of your Emma account is slow for you? Is it everything in Emma, only certain pages (like anything you click on the Response page) or when you take certain actions (like opening a specific email -- and if so, let us know that email's name)?  ***This only happened the last time, and EVERYTHING was slow. Typing, adding images--which kept crashing, and trying to schedule. The whole nine yards.
  1. Are you running any sort of anti-virus or security software? ******I use Microsoft Security Elements, always have since using Emma with no problems
  2. What type of firewall are you using?***Windows Firewall and it's set up to notify me if a program is blocked, which Emma was not and never has been.
  3. What browser and version are you using? You can go to www.aboutmybrowser.com to have both the browser and version automatically detected, if you aren't sure.*****  I use the latest Chrome.

  4. Do you have any toolbars or plugins installed in your browser? If so, do you mind heading to your plugins in your browser and listing those or posting a screenshot?***Way too many to name here, but the one that might have caused problems, Adblock, was disabled after the problems began about halfway through my newsletter. It didn't help. The others are not new except for Noisli and Send to Kindle, which have nothing to do with Emma.

  5. Are any other websites slow, or is it just your Emma account? How about other secure sites, like online banking?****Nothing else was affected, including none of my secure sites, email, FB, etc. ONLY Emma.

  6. What operating system are you using, and how much RAM does your computer have?  Windows 7. 32bit
  7. Is this happening on multiple computers in your workspace or just one? ****I only use one for my newsletter.
  8. Is the slowness hitting at a certain time of the day, week or month? ****The day this happened this went on for hours in the afternoon. As said before, ONLY Emma was affected. My wireless speed was identical to the way it normally operates.

  9. Have you been able to try Emma on a different network to see if the result is the same?****No, and if I have to USE it on a different network, then I need a new mail program, don't I? I have nothing interesting or unusual going on here. All the same settings, etc. I have always used. This happened halfway through my newsletter. I am really hoping it does NOT happen again this week when I do my new one.
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Benton Cummings, Senior Manager, Customer Support

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Hi Emilie,

Thanks so much for taking the time to let me know these details. I'm not seeing anything based on your responses here that should be affecting the performance of Emma. We haven't been receiving other reports of this nature, so I'm confident that your next Emma session should be smooth.

Please follow back up here after you've created your next mailing to let me know how everything worked for you. And, we'd love to hear from you directly if you run into anything unusual in the process of editing. A phone call to us at 1-800-595-4401 ext. 1 would be the quickest way to reach us, and would be most effective as we'd be able to dig into any issues for you as they're happening.

Thanks so much!
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Author Emilie Richards

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Thank you for helping, Benton. I did another newsletter and didn't have nearly the problems. One thing happened, which might explain some of my issues last time. I wanted to see last month's newsletter online so I could see how I had formatted certain things. I loaded it separately so I could switch tabs instead of saving and exiting each email before opening the other each time. The new tab with last month's newsletter crashed every time. I finally gave up. Perhaps Emma has an issue with us signing in twice at the same time? I had to sign out the second tab and wonder if last time I had both open and it slowed things? Who knows?

One problem I definitely DID have. I could not get Emma to send me the plaintext test email. I marked that I wanted plaintext, just to proof that version, and got the html version every time. It wasn't a big deal, but I had to send without seeing a proof of that version. Apparently there's an error somewhere.

Thank you for sending the phone number, which I've filed away in case I ever have these kinds of issues again. I know we all want to get to the root of it.

Oh, and think about this!  Let us specify the font we want to use at the very beginning of a newsletter so every time we make a change in something it doesn't default back to Arial--as in the template I was using. If I could just set up Georgia as my default at the beginning it would save me so much time.  But that's another email. :)
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Benton Cummings, Senior Manager, Customer Support

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Hi Emilie,

Sorry about the delay in getting back to you here. I'm so glad to hear that it was a better session for you this time around. 

We definitely don't recommend having multiple instances of Emma running in multiple tabs within your browser. If you need to review multiple mailings simultaneously, I'd recommend heading to the Response for that mailing, and saving the mailing as a pdf so you can view in a pdf viewer rather than your browser- that would allow you to keep only one instance of Emma open at a time.

The issue with sending a plaintext in a test is actually a bug that our developers are currently aware of- definitely sorry you ran into that. I'll make sure to log that you ran into that issue, and we'll reach out to you as soon as our developers have been able to resolve it.

Thanks so much for all of your thoughts in this thread, and don't hesitate to reach out if you need help in the future!