Odoo is slow or unreachable

This page helps when Odoo or your website will not open, is very slow or shows an unexpected error message. For each case you see what to check first, and when and how to contact Exigo.

Odoo or the website will not open

The page does not load, the browser says it cannot connect, or an error page appears instead of Odoo, for example “502 Bad Gateway”.

What could cause this

• A fault on the server that hosts Odoo, for example after an update or a change on the server. Then nobody can get in.
• A problem with your internet connection or your internet provider. Odoo then works from other places.

What you can check

1. Ask colleagues whether they can get into Odoo.
2. Open Odoo on your phone over mobile data, not on your workplace network. If Odoo opens there, the problem is in your workplace's internet connection. Contact your internet provider or whoever looks after your IT.
3. Try another browser or a private window.
4. Write down the exact text of the error page and the time it started.

When to contact Exigo

Contact Exigo right away if nobody at your workplace can get in and Odoo does not open over mobile data either. The problem is then not in your computer or your internet connection. Email hjalp@exigo.is with the following:

• the time it started,
• whether everyone or only some people cannot connect,
• the address you open,
• the exact error text or a screenshot of the error page.

If Odoo opens for others but not for you, Exigo can check whether the system answers from outside your network.

“Too many redirects” or an error from an old bookmark

The browser says the page redirected too many times, or an error appears when you open Odoo from a bookmark, for example after your system was moved to a new server.

What could cause this

• The bookmark or the browser still points to an old address, or holds old data from before the move.
• A wrong setting on the server. The error then appears for everyone, in every browser.

What you can check

1. Type the Odoo address into the address bar instead of using the bookmark. If Odoo opens, delete the old bookmark and create a new one.
2. Open Odoo in a private window. If Odoo opens there, your browser holds old data: do a hard reload with Ctrl + F5 (Cmd + Shift + R on a Mac) or clear the browser cache.
3. Try another browser. If the error appears there too, and for colleagues, it is not in your browser.

When to contact Exigo

Contact Exigo if the error also appears in a private window, in another browser and for colleagues. Email hjalp@exigo.is with the following:

• the address you open,
• the exact error text or a screenshot,
• the time the error first appeared.

One screen, report or import takes very long

Odoo is fine elsewhere, but one particular list, report or file import is very slow to open or finish.

What could cause this

• The list or report covers a very large number of records, for example pricelists, vendor prices or products.
• The import file is very large.

What you can check

1. Ask colleagues whether the screen is just as slow for them.
2. Narrow the list with a search or a filter, for example to a shorter period, and check whether it then opens faster.
3. If an import stops or a timeout error appears, split the file into smaller parts and import them one at a time.
4. Write down which screen you opened, with its menu path, and how long it took to open.

When to contact Exigo

Contact Exigo if the screen is still very slow after you have narrowed the list, or if an import fails even when the file is split. Email hjalp@exigo.is with the following:

• the menu path to the screen, report or import,
• roughly how many lines the list or file has,
• how long it took and at what time,
• the file itself if an import fails.

The whole system is slow or freezes

Every screen is slow to load, the system does not respond, or pages keep loading without end.

What could cause this

• Heavy load on the server.
• The server or its settings do not match how much the system is used.

What you can check

1. Ask colleagues whether the system is slow for them too.
2. Check whether every screen is slow or only one. If the slowness is limited to one screen, report or import, see the section One screen, report or import takes very long above.
3. Write down when the slowness started and whether it is still going on.

When to contact Exigo

Contact Exigo right away if the system is slow for everyone, on every screen, or freezes. Email hjalp@exigo.is with the following:

• the time the slowness started,
• which screens you were using,
• whether all users or only some notice it.

Exigo then looks at the load on the server.

The webshop is slow

Webshop pages are slow to load, for you or for your customers.

What could cause this

• A very large number of active eCommerce categories that load on every shop page.
• Heavy load on the server. The Odoo back end is then slow too.

What you can check

1. Open the webshop in a private window or on your phone over mobile data, the way a customer sees it.
2. Check whether every page of the site is slow or only the shop pages, such as the product list and categories.
3. Check whether the Odoo back end is slow too. If it is, see the section The whole system is slow or freezes above.

When to contact Exigo

Contact Exigo if the shop is slow in a private window and over mobile data. Email hjalp@exigo.is with the following:

• the address of a page that is slow,
• how long it takes to load and at what time,
• whether the Odoo back end is slow too.

The connection to Odoo keeps dropping

Odoo shows the notification “Connection lost. Trying to reconnect...”. Odoo keeps trying to reconnect by itself and shows “Connection restored. You are back online.” when it succeeds.

If your internet connection drops, you can view records you opened before, but not change them.

[Screenshot: the “Connection lost. Trying to reconnect...” notification in Odoo]

What could cause this

• The internet connection of the computer you use drops.
• The server does not answer for a while, for example because of heavy load or a restart.

What you can check

1. Wait until “Connection restored. You are back online.” appears, then check that your last change was saved.
2. Ask colleagues whether they get the same notification.
3. If it only happens on one computer, try another browser and another network on that computer.
4. Write down the time the connection dropped.

When to contact Exigo

Contact Exigo if the connection drops for many people at the same time, or keeps dropping on one computer after you have tried another browser and another network. Email hjalp@exigo.is with the following:

• the time the connection dropped and how often,
• whether it happens for everyone or on one computer,
• which browser you use.

An error message appears in Odoo

A window with an error message opens while you work in Odoo, or a notification stays on the screen.

What could cause this

• Old data or an old login session in the browser. The error then goes away when you reload the page or log in again.
• An error in the system itself. The window is then called Oops! and offers technical details that Exigo needs to find the cause.
• The system stops an action that breaks one of its rules, for example when a field is missing or you do not have access. The window is then called, for example, Validation Error or Access Error and shows a message from the system.

What you can check

1. Reload the page in your browser. A notification that stays on the screen goes away when you do.
2. If the error comes back, log out and in again: click your user picture at the top right and choose Log out.
3. Read the message. If it says what is missing or wrong, fix that and try again.
4. If the window is called Oops!, click See technical details and then the copy icon next to the technical details. Odoo shows Copied and the text is on your clipboard.
5. Note what you did just before the error appeared, and in which record.

[Screenshot: the Oops! window with the technical details open and the copy icon marked]

When to contact Exigo

Contact Exigo if the Oops! window appears, or if the same error comes back after you reloaded the page and logged in again. Email hjalp@exigo.is with the following:

• the technical details, pasted into the email,
• a short description of what you were doing,
• the record you were in, for example the invoice or order number,
• the time of the error and a screenshot of the window.