Account status filter not loading
Ticketclosed
Brackwell Freight Ltd · Account status filter not loading
At-Risk filter query timed out under system load. Bethan identified backend performance issue and offered workarounds while Ewan optimised the query. Resolved 11 Oct 2024.
What happened
What this says
As at Fri 9 Oct 2026At-Risk filter query timed out under system load. Bethan identified backend performance issue and offered workarounds while Ewan optimised the query. Resolved 11 Oct 2024.
Problem: The At-Risk account status filter caused pages to hang with API timeout errors; other filters worked normally.
Handling: Bethan diagnosed a complex aggregation query timing out under load. She offered workarounds (direct status filter or All view with manual sort) while Ewan optimised the backend. Ticket was resolved in about two weeks.
Watch: Ticket is closed. Issue was successfully resolved.
Details
Updated 9 Oct 26Trail
Public reply · Dean Hargreaves 24 Sep 2024 16:40Actually, I've just cleared the cache and reloaded. Let me see if that sorts it.- created · Dean Hargreaves 24 Sep 2024 17:46Hi, I'm reporting a bug. When I try to filter by At-Risk status in the account list, the page just hangs and won't load anything. It's been stuck like that for a while. Can someone have a look? Cheers, Dean
- Public reply · Bethan Lister 24 Sep 2024 19:12Hi Dean, thanks for the report. Just so I've got this right – you're using the At-Risk filter and the page hangs without returning any results, yeah? Does it time out eventually, or does it just sit there indefinitely? Also, can you check the browser console – hit F12 and look for any errors? And does the same thing happen if you try a different filter like All or Active? Can you try that and let me know what you see? Thanks, Bethan
- Public reply · Dean Hargreaves 26 Sep 2024 09:34I checked the console and there are errors about the accounts API timing out. The other filters work fine – just the At-Risk one that's broken.
- Internal note · Bethan Lister 26 Sep 2024 14:00Looked into the logs. The At-Risk filter query runs a complex aggregation on the accounts table and takes a long time under current load. Performance issue on the backend, not a UI bug. Need Ewan to optimise the query.
- Public reply · Bethan Lister 26 Sep 2024 15:17Hi Dean, thanks for checking that. We've identified the issue – the At-Risk filter runs a complex calculation that's timing out under current system load. We're optimising the backend to speed this up. In the meantime, you can try filtering by status directly or using the All view and sort manually. I'll update you once the fix is live. Thanks, Bethan
- Status change · 15 Oct 2024 23:59