Performance Issues - Steps to Troubleshoot Lag

We have been seeing reports regarding performance issues within the Virtual Tabletop across a variety of configurations. Our investigation revealed common factors: NordVPN, Grammarly, and various ad blockers and password managers.

Tools such as NordVPN's "Threat Protection" use algorithms to block network behavior that appears abnormal. While this works great for a normal web application, the Roll20 VTT works more like a game with constant back and forth with our servers to update character data or token positions.

Tools like NordVPN monitor activity, introducing latency that degrades performance and can freeze the Virtual Tabletop when requests become backed up.

We are actively working with NordVPN and other tool providers to understand their algorithms and figure out how we can keep our service running without disabling their functionality. For now we ask that you add "app.roll20.net" to your whitelists or ignore lists within these tools or follow the steps outlined below to keep things running smoothly.

 

Ensure Hardware Acceleration is Enabled

Enabling Hardware acceleration within the browser is one of the best ways to improve performance, especially while using Dynamic Lighting.

Enable within a Chrome browser:

  1. Navigate to "chrome://settings/system"
  2. Ensure the setting "Use hardware acceleration when available" is enabled

Enable within a Firefox browser:

  1. Navigate to "about:preferences#general"
  2. Scroll to the "Performance" section
  3. Ensure the setting "Use hardware acceleration when available" is enabled
  4. To check this, you may need to check/uncheck the "Use recommended performance settings" option.

NordVPN's "Threat Protection"

If you are using NordVPN or another VPN service with similar functionality we recommend trying the following steps:

  1. Whitelist Roll20 within your VPN and restart the VPN
  2. If applicable, switch "Threat Protection" to "Lite mode" or "Off" and restart your VPN
  3. Toggle any other settings that may be scanning files or sites and restart your VPN
  4. Completely close the VPN and all associated processes that might run in the background

Ad Blockers (Privacy Possum, uBlock Origin, etc.)

If you are using Ad Blockers we recommend trying the following:

  1. Whitelist Roll20 within the Ad Blocker
  2. Disable the Ad Blocker while using Roll20
  3. Disable the browser addon/extension
  4. Load the VTT while in incognito/private browsing
  5. Try loading the VTT in a different browser
  6. Uninstall the browser addon/extension

Password Manager Addons/Extensions (LastPass, etc.)

If you are using a Password Manager with an addon/extension on your browser, we recommend trying the following options:

  1. Disable the browser addon/extension
  2. Load the VTT while in incognito/private browsing
  3. Try loading the VTT in a different browser
  4. Uninstall the browser addon/extension

Grammarly Desktop App

If you are using the Grammarly desktop app we recommend trying the following:

  1. Completely close the Grammarly desktop app and any related processes

Are you still having issues?

If you are still having trouble after trying the options above we recommend checking our troubleshooting articles provided below:

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