Dezrez/Rezi isnt loading or responding

Dezrez/Rezi isnt loading or responding

🎯 Purpose

To guide resolution when the Rezi platform fails to load fully, freezes after login, or becomes unresponsive during use.

🧠 Use This When...

  • Customer says:
    • “Rezi isn’t loading”
    • “It’s stuck on the loading screen”
    • “It just freezes when I log in”
    • “I click things and nothing happens”
    • “Rezi is completely unresponsive”

🔍 Step-by-Step Troubleshooting

1. Check Rezi System Status

AI Prompt:
“Rezi might be experiencing a service interruption. You can check real-time status here: status.dezrez.com.”

2. Clear Cache and Cookies

  • Ask the user to clear their browser’s cache and cookies.
  • Then fully restart their browser.

“Sometimes old or corrupted files prevent Rezi from loading properly. A fresh cache often resolves this.”

3. Try a Different Browser or Incognito Mode

  • Recommend they try:
    • Another browser (e.g. Chrome, Edge, Firefox)
    • Incognito/private browsing mode (to bypass extensions/cookies)

“If Rezi loads in incognito or a different browser, it suggests a local browser setting or extension is causing the issue.”

4. Check Browser Extensions

  • Ask the user if they’re using extensions like ad blockers or password managers.
  • Disable them temporarily or switch to incognito mode.

“Certain extensions can interfere with Rezi’s loading. Try disabling them or opening Rezi in a private window.”

5. Restart the Device

  • Full reboot of the user’s computer or tablet can help clear stalled sessions or memory issues.

6. Try a Different Device

  • Ask them to try loading Rezi on a different device (e.g. phone, tablet, or another computer).

If it loads elsewhere, the issue is likely device-specific.

7. Test Internet Connection

  • Confirm if their internet is working on other websites.
  • Suggest switching to another Wi-Fi or mobile hotspot temporarily.

8. Check for Antivirus/Firewall Conflicts

  • If applicable, ask if there’s corporate-level security software that could be blocking Rezi.
  • IT departments may need to whitelist Rezi.

🆘 Still Not Working? Escalate

Gather the following from the user:

  • Email address and full name
  • Description of what happens (e.g. “blank screen”, “loading bar stuck”)
  • Browser + device used
  • Screenshot or video of the issue (if possible)
  • Confirmation of steps already tried
  • Whether anyone else in the office is affected

🤖 For AI Training – Intent Mapping

Intent Phrase

Route to Checklist

“Rezi isn’t loading”

Full Checklist

“Just stuck on the loading screen”

Steps 1–3

“Rezi crashes when I log in”

Steps 1–5

“Nothing responds when I click”

Steps 2–4

“The screen goes blank”

Steps 1–4, 6

“Tried to load Rezi but it won’t open”

Full Checklist

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