Slow Loading Time of Apps during Initial Load
- Description of the issue: Really slow loading time of public apps (payment portal v2, OEO, OSB)
- Account name: Multiple APAC Customers (ATC, RMIT, GCCEC, AUT, Doltone)
- Region: APAC (Not surprised if it is happening in EMEA and US too)
- Client version: 26.1, 25.4
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Steps to reproduce:
1. Copy and launch any public links provided below. Notice the slow performance during initial load. - Observed results vs Expected results: The first load for the day is usually the slowest, then it gets slightly better from the second load onwards, but still slow. This is also happening in our Support Debug environments
- What is the job the client is trying to accomplish: We are trying to see if there is any active developments to improve performance of these applications?
- Business impact if not resolved: Public users might think that it is a bug and give up on the public apps. This might cause loss of revenue for our customers.
- Links to articles where you've looked for solutions and also other steps you've taken to research the issue: I have seen these dev cases, but no movements (APP-6557, APP-6551)
- Link to Zendesk ticket: https://ungerboeck.zendesk.com/agent/tickets/378779, https://ungerboeck.zendesk.com/agent/tickets/387244
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Customer's live environments for testing performance to log in screen (please note that you will need to be the first person to launch these for the day to see the initial performance load issue):
Doltone TEST OEO: https://doltone.ungerboeck.com/Apps/Test/oeo/orders?aat=62754547556d76444767456e56775934657279316371785455534d5950454d507657676d514f66365039733d
AUT TEST OEO: https://aut.ungerboeck.com/Apps/Test/OEO/start?aat=38566e474f644d314d5a4a567444706247636b773451544a684455662b7a746c45636b34684d6466724c303d
RASNSW Payment Portal v2: https://RASNSW.ungerboeck.net/Apps/PaymentPortal?pat=5265715450643846716a52494267325734366773414974582b434b426b5234522b7a686432516c73614c6b3d
ATC PROD payment portal v2: https://atc.ungerboeck.net/Apps/PaymentPortal?pat=734e6e34646861554d764a6f565136506e7145563558436e67774d4454615a3943435730676f366c7950733d - Link to videos of my testing: Public Apps Slow Performance Initial Load 19th May 2026
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This is a known issue with the public apps because the application pools shut down when there is no activity. I'm not sure what the timing on that is, it might even vary by region. I know in some rare instances we have enabled a keep-alive service for some of our top ARR customers to cut down on this. That might be something to look into. I don't really have any other suggestions at this point. Cathy Herrick Do you have any suggestions?
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Tickets to reference for angular app slow load time: https://ungerboeck.atlassian.net/browse/APP-6943 (payment portal v2) and https://ungerboeck.zendesk.com/agent/tickets/308447 (event portal)
Jira to reference (its blocked though): https://ungerboeck.atlassian.net/browse/APP-6943
What can be done as a workaround is requesting SRE to have a service ping the URL every X number of minutes so they stay active. This is something reserved only for Prod environments. You would provide the angular app URL (can grab from Edit Site Config window) for the particular angular app that is being reported as slow (example, https://customername.ungerboeck.net/apps/EPP). Previous SRE ticket for reference: https://ungerboeck.atlassian.net/browse/ISD-27128
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Perfect! Thank you Cathy Herrick and Mike Schepker ! I'd take anything at this point to improve the performance in their PROD.
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Cathy Herrick and Mike Schepker , this is excellent information! If someone wants to pursue the SRE ping option, is there a fee associated with it?
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Jillian Stangret - there hasn't been a fee on the ones I have see so far but I think Momentus would probably reserve the right to start charging if it becomes a more common thing that may need to be more actively managed.
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