Troubleshooting Performance Issues in Ripple

If you are experiencing slowness within the platform, and we’re here to help resolve it as quickly as possible.

To assist us in troubleshooting the issue, please provide answers to the following questions when contacting Ripple support:

📅 Timing & Frequency

• When does the slowness occur?
• Are there specific times of day when it’s more noticeable?

🖱️ Actions & Navigation

• Are there specific actions (e.g., navigating to participant cards, running reports) that trigger the issue?
• Are there specific pages or sections where the issue occurs?

👥 User & Data Load

• Approximately how many users are working in Ripple when the issue occurs?

• How many participants are in:

  • Your Registry?
  • The study or studies where you're noticing the issue?

• How many statuses are shown per page in the affected study?

🖥️ System Information

• Which web browser are you using (e.g., Chrome, Firefox, Safari)?
• How much memory (RAM) does your computer have?

📁 Optional: Send Your Study Definition

In some cases, elements of your study setup may contribute to performance issues. Sharing your Study Definition can help us better diagnose potential causes.

• 📄 Learn how to export and send your Study Definition (insert link to article)

Once we have this information, our team will review and follow up with next steps.