OneTrust Performance Troubleshooting Guide

There are numerous factors that may affect the performance of the OneTrust application, including but not limited to a user's computer and its available memory, internet connection, internet service provider, company VPN, and many more. The complexity of these variables in turn makes it difficult to immediately diagnose and resolve performance issues with high latency and load times that users might be experiencing within an environment.

To help expedite the path to resolution, the following guide details common troubleshooting steps, and the data that OneTrust Support will need in order to investigate the issue if it persists.

Troubleshooting Steps (Recommended)

The following are troubleshooting steps recommended by OneTrust Support. If the issue persists after these troubleshooting steps, reach out to OneTrust Support with the data outlined in the next section.

Step 1: Check System Status

Check the OneTrust System Status page here: https://my.onetrust.com/s/system-status.

If there is an incident on the System Status page, you can monitor the page for updates. If there is nothing reported on the System Status page, continue with the troubleshooting steps.

Step 2: Clear DNS Cache

A Domain Name System (DNS) lookup process is initiated every time you enter a URL into your web browser and caching is used to store DNS lookup results. If you are experiencing issues accessing the OneTrust application, the DNS cache may need to be flushed so that DNS lookups can be indexed again. Reference the following procedures to clear your DNS cache based on your computer's operating system or web browser.

Note:

Clearing the DNS cache will clear all entries, not solely entries specific to OneTrust. This may result in longer load times when accessing websites for the first time after the DNS cache is cleared.

Windows

The following steps can be used to clear the DNS cache on Microsoft Windows.

  1. Click the Start menu, type cmd, and press Enter. The Command Prompt modal appears.

  2. Type the following command and press Enter.

    CODE 
    ipconfig /flushdns

Mac OS X

The following steps can be used to clear the DNS cache on Apple Mac OS X. The command entered will vary based on the Max OS X version.

  1. Click Applications > Utilities > Terminal.

  2. Type one of the following commands that corresponds with your Mac OS X version and press Enter.

    • OS X Yosemite v10.10.4 or later

      CODE 
      sudo killall -HUP mDNSResponder

    • OS X Yosemite v10.10 through v10.10.3

      CODE 
      sudo discoveryutil mdnsflushcache

    • OS X Mavericks, Mountain Lion, and Lion

      CODE 
      sudo killall -HUP mDNSResponder

    • Mac OS X Snow Leopard

      CODE 
      sudo dscacheutil -flushcache

Google Chrome Browser

The following steps can be used to clear the DNS cache on the Google Chrome web browser, which maintains its own internal DNS cache.

  1. Open Google Chrome and type chrome://net-internals/#dns in the address bar.

  2. Click the Clear host cache button.

  3. Type chrome://net-internals/#sockets in the address bar.

    Note:

    Alternatively, select Sockets on the left navigation menu.

  4. Click the Close idle sockets button.

  5. Click the Flush socket pools button.

Step 3: Test VPN Server

If you use a company VPN, complete the following troubleshooting steps to determine if the issues are being caused by the VPN.

  • If using VPN servers distributed by region, connect to a VPN server that is in alignment with your geographic location and attempt to access the OneTrust application.

  • Recreate the issue without being connected to a VPN or by using a personal laptop connected to a home network.

    Note:

    If this troubleshooting step resolves the performance issue, please work with your IT Administrator to allow OneTrust traffic. For more information, see About OneTrust Hosting Options, Locations, and Backup.

Step 4: Reset Browser Cache & Disable Extensions/Plugins

If you are continuing to experience issues with accessing the OneTrust application, complete the following troubleshooting steps to determine if the issues are being caused by your browser. Refer to the support site for your browser for more information on how to complete these steps.

  • Reset the browser cache

    Browsers, such as Chrome, Firefox, Safari, and Edge, store information from websites in its cache and cookies. Clearing the browser's cache and cookies may resolve performance issues when accessing certain sites.

  • Disable advanced extensions & plugins

    Some extensions and plugins may impact browser performance. Disabling extensions and plugins may resolve issues with speed, upload, download, and other interface problems.

    Note:

    If this troubleshooting step resolves the performance issue, please work with your IT Administrator to allow OneTrust traffic. For more information, see About OneTrust Hosting Options, Locations, and Backup.

Providing Data to OneTrust Support

Complete the following steps to provide the data that OneTrust Support will need to investigate the performance issue. Providing the data requested below will help OneTrust Support identify which of the following three components is impacting performance: Front End Page Loading, Backend APIs, or Network. Once you have the data, create a support ticket here.

Step 1: Identify where the latency is happening

Answer the following questions and provide as many details as possible on where you are noticing the latency. Include specific actions, screen names, and any other key information that you believe may help in the investigation.

  • Are you able to log in to the OneTrust application?

  • Is slowness observed when moving between different modules?

  • Is the issue occurring:

    • Within a specific screen of a module?

    • Only during initial loading?

    • On a screen where filters and sort criteria are added?

Note:

Please reference the following terminology when describing the location of the latency.

  • The Login screen is where a user enters their username and password in order to log into the application.

  • The Homepage screen is where a user lands once they log into the application.

  • The Application Launcher icon launches the main application menu, where you can navigate to an available module.

  • The Module menu appears when you navigate to any module in the application. The name of the module appears at the top of the menu.

  • The name of a specific screen appears at the top of the screen when you click an item on the Module menu.

Step 2: Measure the latency

Capture the actions and screens where you are noticing a latency within a screen recording. If it appears as if the overall system is slow, start the screen recording from the Login screen. This recording will be used to measure the duration of the latency and review the actions performed and screens accessed from the end user perspective.

Step 3: Create a HAR file

Generate a HAR file to provide additional context when troubleshooting issues about the network requests generated by browsers. For detailed steps on this process, see Creating a HAR File for Troubleshooting.

Step 5: Run a cdn-cgi trace

Run a cdn-cgi trace to identify the data center that you are connected to and the country through which your traffic is routing. Once complete, capture a screenshot of the text that appears on screen.

To run a cdn-cgi trace, add /cdn-cgi/trace? to the end of the OneTrust URL you use, such as https://app.onetrust.com/cdn-cgi/trace? or https://youramazingcompany.my.onetrust.com/cdn-cgi/trace?

Step 6: Provide Traceroute logs

Access TraceRoute, which is diagnostic tool available in commonly used Operating Systems used to display possible routes (paths) and measure transit delays of packets across a network. Then enter the OneTrust URL you use in order to generate Traceroute logs to provide to OneTrust Support. Reference the following procedures based on your computer's operating system.

Windows

  1. Click the Start menu, type cmd, and press Enter. The Command Prompt modal appears.

  2. Type the following command for either Ipv4 or Ipv6 troubleshooting and press Enter.

    • IPv4 Address: tracert domainname.com or IPv4 IP Address. For example:

      CODE 
      tracert app.onetrust.com

    • IPv6 IP Address: tracert -6 domainname.com or IPv6 IP Address. For example:

      CODE 
      tracert -6 app.onetrust.com

Mac OS X

Note:

If the Network Utility application is unavailable with your Mac OS X version, use the Terminal application and type traceroute followed by a space and the website or IP address you want to test. For example:

CODE 
traceroute app.onetrust.com

  1. Open Spotlight Search, type Network Utility, and press Enter.

  2. On the Network Utility modal, select the Traceroute tab and enter either domainname.com or an IP address.

  3. Click the Trace button.

Step 7: Additional Information (Optional)

The following information is helpful to include with your support request:

  • Include the date, time, time zone, user location, browser, and browser version.

  • Identify if the latency is specific to the user or if it is applicable to all users in the account.

  • If possible, identify whether users in other zones are experiencing the same latency.