Fix Salesforce1 performance issues or problems
|Knowledge Article Number||000213220|
Before you use this article, make sure you have reviewed our article the types of devices not supported for Salesforce1.
Salesforce1 performance issues can be difficult to resolve because there are several factors in play when dealing with a mobile app's performance.
Self-diagnose Salesforce1 problems (troubleshooting steps)
Get assistance from Salesforce Customer Support
If you're unable to diagnose the problem on your own, we're here to help. Create a case with Salesforce Customer Support and include these details in your case and we can help triage your issue:
Include the steps to reproduce the issue
It's critical for us to know exactly how and where the problem occurs. Please be as exact as possible when you send us what actions lead to the issue.
Include your device type and OS version and Salesforce1 platform (web browser, mobile app, or both)
It will speed the process along if we know your device details when you submit your case. Since Salesforce1 can interact differently with different platforms, knowing more details will help resolve your issue faster. For example, you could include on or both of these descriptions:
Note: If the problem only happens in one environment (mobile app doesn't function but the browser version does), we recommend using the functioning version until we can help find the resolution.
Include when the problem started happening
Help us by including whether the problem occurred just after a major release (Spring 16), after the release of a new version of the mobile app (iOS v10), or after a new OS release (iOS 9.0). These can all help narrow down the root cause of the issue.
Include your mobile network type (and SSO or VPN)
If you can use other mobile services but not Salesforce1, also include in your case details the type of network you're connecting through (VPN or secure WiFi, for example) to help us troubleshoot.
Include log files from your device with your case
Attach log files to your case for our team to review to give us specific details about your problem: