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Troubleshooting: Slow Response or Frequent Refreshing Issues

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By Holly Anagnostopoulos

June 9, 2025

If you're experiencing slow responses, frequent refreshing, or being unexpectedly disconnected from the Sonas, don’t worry – it’s often caused by browser settings, extensions, or connectivity issues. Follow the steps below to troubleshoot and improve your experience.

1. Check Your Connection to the Server

If you're being logged out frequently or seeing error messages about connectivity (see screenshot below), the issue might be with your internet connection or your browser’s ability to stay connected to our servers.

  • Make sure you’re connected to a stable internet network (Wi-Fi or Ethernet is best).

  • If using mobile data, ensure you have a strong signal and are not switching between networks.

  • Hard Refresh the page by pressing Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac). See How to Hard Refresh for other options and mobile tips.

If Sonas is disconnected from the server there will be this message in the lower left hand corner:

If the issue persists, and you do not have the disconnected from server message, continue with the steps below.

2. Try a Private or Incognito Tab

Opening Sonas in a private/incognito window disables most extensions and uses a clean session, helping to identify whether cached data or extensions are causing problems.

  • Chrome/Edge: Press Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac)

  • Firefox: Press Ctrl + Shift + P (Windows) or Cmd + Shift + P (Mac)

Open Sonas in the new private tab and check if the performance is better. If so, see step 3 to identify which extension could be causing you issues. If this does not help, please skip to step 4. 

3. Disable Problematic Browser Extensions

Some browser extensions, particularly ad blockers or privacy tools, can interfere with the way Sonas loads or communicates with the server.

To check for this:

  1. Open your browser’s extensions or add-ons page:

    • Chrome: chrome://extensions

    • Firefox: about:addons

    • Edge: edge://extensions

  2. Temporarily disable extensions by toggling them off.

  3. Reload Sonas and check if the issue is resolved.

If things improve, try re-enabling extensions one at a time to find the one causing issues. Once you find the problem extension, be sure to disable it before using Sonas.

4. Add Sonas to Your Antivirus Exclusion or Exception List

Some antivirus or security software may block parts of the app, especially real-time updates or authentication features.

To ensure smooth access:

  • Open your antivirus or internet security software settings.

  • Find the Exceptions or Exclusions section.

  • Add the following URL:
    https://app.sonas.events

Instructions vary by software provider – if you're unsure, look for help on your antivirus provider’s website or contact their support or speak to your IT team. 

Still Having Trouble?

If you’ve tried all the above and are still encountering issues, feel free to contact our support team with details about your browser, device, and any error messages you’re seeing. We’re here to help.

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