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Troubleshooting LiveAgent Slowness or Lag

This article explains what to do if your LiveAgent panel feels slow or laggy — for example, when creating new tickets, loading conversations, or navigating the admin interface. Follow the steps below to diagnose and resolve the issue.

Step 1: Check the LiveAgent Status Page

Before troubleshooting locally, verify whether the slowness is caused by a known **platform-wide issue** or **scheduled maintenance**. Visit the official LiveAgent status page:

• https://status.liveagent.com/

If an incident or maintenance is reported there, the issue is on the **server side** and will be resolved by the LiveAgent team. No further action is required on your end — you can monitor the status page for updates.

Step 2: Determine Whether the Issue Affects One Agent or the Entire Account

Ask yourself (or check with your team) whether the slowness is experienced by **all agents** or only by a **specific one**.

• All agents are affected: This is more likely a platform or network-level issue. Proceed to Step 3 and contact support if needed.
• Only one agent is affected: The issue is likely related to that agent's local network or device. Proceed to Step 3 for local troubleshooting.

Step 3: Check the Affected Agent's Internet Connection

If the slowness only affects a specific agent, try the following:

1. Check the agent's **internet connection** speed and stability.
2. Try switching to a different **ISP (Internet Service Provider)** or network.
3. Switch to **mobile data** to determine whether the issue is specific to the current network.

If the panel loads faster on a different network, the problem is with the **original internet connection** rather than LiveAgent itself.

Step 4: Contact Support with an MTR Report

If the slowness persists after checking the status page and testing different network connections, please contact the LiveAgent support team. To help diagnose the issue efficiently, provide an MTR (My Traceroute) report.

An **MTR report** gives detailed network path information between your device and LiveAgent's servers, which helps the support team pinpoint where the delay is occurring.

For instructions on how to generate an MTR report, refer to the following guide:

• How to debug issues when LiveAgent panel is slow, not loading, or a feature is not working properly

Summary

• First, check status.liveagent.com for any ongoing **incidents** or **maintenance**.
• If only one agent is affected, test their internet connection and try a different network or mobile data.
• If the issue is widespread or persists, contact **LiveAgent support** and include an **MTR report** for faster diagnosis.

``` Troubleshooting LiveAgent Panel Slowness or Lag: Step-by-Step Guide