Using Sitecore 8.2 Update 4, Sitecore Experience Profile is not loading (the spinner keeps on spinning) on our Staging server using a Lucene index. This was working fine last week and i guess, it appears to be an intermittent issue.

I've checked the Log and Crawling log - no entries

Memory useage - 73%

CPU useage - increases to ~50% and holds steady

SQL Profiler isn't showing a massive load: Mainly calls to the EventQueue table

I can search for individuals by name or email in the Experience Profile, and that is quick. Any suggestions on how to diagnose this, would be highly appreciated.

I have rebuilt the Analytics index using AnalyticsIndexBuilder tool but this had no effect.

Let me know, if more information is required.

  • Experience Profile uses Sitecore Analytics Index (either Lucene or Solr depending on your configuration) for the first page (Dashboard) and then heavily relies on MongoDB queries. It sounds that you have a problem with loading the Dashboard. You should check if Lucen/Solr indexes are available and that queries can be executed. Lucene index can be opened with Luke, Solr index can be queried using Solr UI.
    – grg
    Dec 12, 2017 at 8:39
  • Can you verify if you have default css file present in your Staging server?, i have seen the similar issue and resolved it by adding the missing default.css file and xsl folder. Dec 12, 2017 at 23:35
  • Css and xsl seems to be there and the issue is intermittent so I dont think it's related. I can open the index in Luke OK and I've done a basic query without any issues so still not sure what the issue is
    – Steve Ward
    Dec 13, 2017 at 3:56

1 Answer 1


It turns out the issue was an Out of Memory issue.

Sitecore have supplied us with a hotfix: https://sitecore.app.box.com/s/sxazbl7s4p02t19x5j6ydh8q7j4u0mvl

  • This worked for me too on the same issue.
    – Chris Auer
    Feb 17, 2018 at 20:24

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