Microsoft Clarity dashboard slow and failing to load

guillaume boudreault 0 Reputation points
2026-11-11T16:46:02.3033333+00:00

Hello,

I recently installed Microsoft Clarity on my company’s website. The dashboards are great, but they are very slow to use, and I am unable to view the data I need because the pages keep loading indefinitely or fail altogether.

I have tried on several computers, and the issue persists.

Could you please advise on how to resolve this?

Kind regards,

[moderator's note: PII removed]

Microsoft Copilot | Other
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  1. Vikki-T 14,115 Reputation points Microsoft External Staff Moderator
    2026-11-12T09:24:30.41+00:00

    Hello guillaume boudreault,

    I understand how disruptive this can be when the dashboard prevents you from accessing the data you need.

    Testing on multiple computers is helpful, but it may not rule out a shared company-network condition if those devices use the same proxy, VPN, firewall, DNS filtering, or browser management policies. A useful comparison would be to open Clarity in an InPrivate or Incognito window and connect through a completely separate network, such as a mobile hotspot.

    If the dashboard works there, your IT team may need to review whether Clarity requests are being filtered or inspected on the company network. If it remains slow or continues loading indefinitely, capture the approximate time, affected dashboard section, browser and operating-system versions, and any errors shown under the browser’s F12 Console or Network tab, then submit those details to Microsoft Clarity support.

    For privacy and security, please do not share the project ID, account details, or exported network logs in this public forum.

    Official references:

    Thank you so much for your understanding.     

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  2. AI answer

    2026-11-11T16:47:00.5066667+00:00

    Because the failure occurs on several computers, test Clarity once from a private window on a different network, then validate the project’s authentication provider and team membership before escalating it to Clarity Support.

    1. Isolate shared browser or network conditions

    Testing several computers does not eliminate conditions shared by those computers, such as the corporate network, browser policies, or security filtering.

    1. Open an InPrivate/Incognito window.
    2. Connect through a different network, such as a mobile hotspot rather than the company network.
    3. Sign in directly at the Microsoft Clarity site.
    4. Open the affected project without restoring previous browser tabs.

    Clarity’s documented project-access procedure specifically recommends a private window and clearing the browser cache when cached sign-in state may prevent project access.^1^

    • If it loads on the alternate network: investigate the company proxy, firewall, DNS filtering, SSL inspection, or browser policy.
    • If it still hangs: continue with the account and project checks below.

    2. Validate the Clarity identity and project membership

    Clarity requires the same authentication provider originally used for the project. Using the same email address through a different provider does not provide equivalent access.^1^

    1. Sign out of Clarity completely.
    2. Sign in using the original provider used when the project was created.
    3. Ask a project administrator to open: Project → Settings → Teams
    4. Confirm that your account appears in the team-member list.
    5. If it does not, have the administrator add it and then sign in again.

    If another administrator can load the same project normally while your account cannot, this strongly narrows the issue to authentication or project access rather than data collection.

    3. Distinguish loading failure from missing data

    If the dashboard itself opens but recordings or visualizations are absent:

    • Remove or broaden restrictive filters. Clarity documents that limited filter results can leave insufficient data for a complete session replay.^2^
    • For an empty new project, confirm that the correct tracking code is in the website’s <head>, visit the site, and allow approximately 30 minutes for data to appear.^1^

    These steps apply to missing data; they will not normally resolve a dashboard interface that never finishes loading.

    4. Escalate a reproducible dashboard failure

    If the dashboard still hangs in a private window on an unrelated network and the identity and team membership are correct, use the Contact us route listed at the bottom of Microsoft’s Clarity troubleshooting guide.^1^

    Include:

    • Clarity project ID
    • Approximate timestamps with time zone
    • Affected dashboard URL or section
    • Authentication provider used
    • Browsers and operating systems tested
    • Confirmation that the issue reproduces on a separate network
    • Screenshot of the indefinite-loading state
    • Browser developer-console errors and a network trace, if available

    Do not post the project ID, account details, or captured network trace publicly.

    References

    1. Troubleshooting Settings | Microsoft Learn
    2. Troubleshooting Dashboard | Microsoft Learn
    AI-generated content may be incorrect. Read our transparency notes for more information.

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