gistfile1.txt

Kerrie
Hi there, thanks for reaching out to HubSpot Support!
So that we can best assist you, it would be helpful if you could provide a short description of how we can help, and links to any examples you have in your portal.
Hi there,

Today we had the problems with our website, sometimes users can not get the file https://www.banuba.com/hs-fs/hub/4992313/hub_generated/template_assets/25744763562/1622294640823/2020_NEW/Layout/assets/app.min.js

that causes website crash, because without JavaScript our website is not working

Can you check log files for this file - was is it successfully loaded for all users?

We are sure that it is problem is not in file, because the problem is not stable and appears very rare and we have not changed this file for a long time




04:13 PM
HubSpot Support
A support agent is on the way now.
04:13 PM
Kerrie
Hi there, my name is Kerrie, hope you are well today! 😊
04:13 PM
Kerrie
Thanks so much Vital! I just have a few questions to help me in my torubleshooting. I would not have access to the logs on the JS file. 
Where is this JS file saved, what is it used for? Which website are you implementing it in? have you a screenshot of the error you are getting on your end?
04:15 PM
The JS file located here - https://monosnap.com/file/EhI5nDYs7WoQzFTEh3RblCWVQ84UdA


Website is banuba.com
04:18 PM
Kerrie
Thanks so much Vital, what is happening on the website? Is it that it is crashing?
04:19 PM
We have the screenshot and the video but it will not help you, because I did not see the browser logs and this error has never been reproduced in my browser.

In the video from customer I see that splashscreen blocks him website view, we hide the splashscreen in app.js - so, I suppose that this file was not delivered to him
04:19 PM
https://monosnap.com/file/t6au5f1ieccNEdj3BODhODVcd4ISNG

The screenshot of whitescreen (splashscreen that we hide after JS loading)
04:20 PM
Kerrie
Thanks so much Vital, Just so we are on the same page, so whats happening is that when you open the webpage banuba.com it sometimes appears as a whitescreen? It rarely happens but you are worried incase the client has not recevied the app.js file from the webpage?
Are you currently designing this on your local machine?
04:23 PM
we can delete splashscreen but I am sure that JS file was not delivered to user and even if I hide it, user will be not able to use JS on website


No, now nobody see whitescreen, now website works everywhere well

But sometimes today a lot of people saw splashscreen

app.js was not changed more than 3 days
If I could see it, I could see chrome inspector and see console and network but for me it has never reproduced
04:25 PM
Kerrie
Thanks so much for clarifying that Vital, have you any examples where the JS did not send?
It seems that it might be a browser issue and not the webpage itself, if you are not able to reproduce the issue causing the whitescreen. When did this start happening? If the app. js was updated over 3 days ago did it happen before the update then?
04:27 PM
"When did this start happening?"

Today, that's why I wrote you because we did not update app.js more than 3 days and the problem appeared only today :(

I understand that you can not see access logs to this file, is it right?
04:30 PM
Kerrie
Thanks so much for confirming Vital just trying to rule out maybe the update to the file might have caused the changes. No I do not have access to the JS logs, was this done on your local machine or through the design manager here: https://app.hubspot.com/design-manager/4992313
04:33 PM
Kerrie
This could be a caching issue, is it possible for you to refresh the console? Could you clear your cache and cookies?
04:35 PM
I did all changes on design manager
04:36 PM
Yes, it might be caching issue, because users tried it in Incognito and in incognito mode they did not see error.

If it is caching issue, how can I solve it in Hubspot?  
04:37 PM
Kerrie
Thanks so much Vital, you can diable cache on coded files but I can't see how to clear your cache, would it be okay if I took this offline and got back to you shortly via email once I have an update? :)
I lost connection Vital, did you see my chat? :)
04:46 PM
Yes, I see the chat. Let me know when you have the feedback (my email [email protected])
04:48 PM
Kerrie
great thanks so much Vital I really appreciate it :)