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The Portal Is Slow or Won't Load

If the portal is slow, blank, or shows an error, work through these steps. Most issues are fixed by a refresh or a stronger internet connection.

Step 1: Check your internet

Open another website (like google.com or facebook.com).

If it loads slowly too, your internet is the problem.
If it loads quickly, the issue is with the portal itself.

To improve your internet:

Move closer to your Wi-Fi router.
Switch from Wi-Fi to mobile data (or the other way around).
Restart your router by unplugging it for 30 seconds.

Step 2: Refresh the page

On a phone, pull down at the top of the page.
On a computer, press the refresh button or F5.

Step 3: Close and reopen the app

Close the portal completely (swipe it away from your recent apps).
Open it again from your home screen.

Step 4: Restart your phone

A simple restart fixes many problems. Hold the power button until you see the restart option.

Step 5: Check for app updates

If you have installed the portal on your phone, the latest version may have a fix:

Open the portal in your browser (Chrome on Android, Safari on iPhone).
Sign in.
The browser version is always the latest.

Step 6: Clear your browser cache

Old cached files can cause slowness:

Chrome (Android): Menu → Settings → Privacy → Clear browsing data → Cached images and files.
Safari (iPhone): Settings → Safari → Clear History and Website Data.

Step 7: Try a different browser

On Android, try Firefox or Samsung Internet if Chrome is slow.
On iPhone, Safari is the recommended browser.

Step 8: Check the time of day

Sometimes the portal is slow at very busy times (early evening Manila time). Try again 30 minutes later.

Step 9: Contact support

If the portal is still slow or will not load after all these steps, contact us. Include:

Your device (model and operating system).
Your browser name.
A screenshot if there is an error.
The time the issue happened.

See Contacting Cirrus support.

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