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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Performance Issues wit...
Service | Customer Service, Contact Center, Fie...
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Performance Issues with Email Editor

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Posted on by Pabloesp 3
Hi,
 
Is anyone else suffering issues with CKEditor/RichTextEditor since August 2025?
 
If the user CPU workload is a bit high, when writing text into the editor, it takes some time to get this text visible in the editor and sometimes, the cursor is moved automatically to the beginning of the editor and the new text is written there. This is generating a frustrating user experience.
 
You can force this strange behaviour changing CPU throttling settins in Edge DevTools.
 
Thanks in advance.
Categories:
Dynamics 365 Customer Service
Dynamics 365 Field Service
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  • Suggested answer
    Nour Abuzaid Profile Picture
    Nour Abuzaid 121 on at
    Performance Issues with Email Editor
    Issue
    Since August 2025, Dynamics 365 email editor (CKEditor/RichTextEditor) shows laggy typing and cursor jumps to the start when CPU usage is high.
    Likely triggered by recent Microsoft updates and new Copilot extensions.
    Users cannot update Dynamics 365 or CKEditor themselves.

    Causes
    High CPU usage and browser throttling (Edge Efficiency mode).
    Multiple editor instances open.
    Resource-heavy CKEditor plugins or AI extensions.

    Mitigation

    1.Browser / System
    Enable High Performance CPU mode.
    Disable Edge Efficiency mode.
    Test in a clean browser profile (disable extensions).

    Dynamics 365 / CKEditor
    Avoid opening multiple email editors simultaneously.
    Disable Enhanced Email if possible.
    Minimize or remove unnecessary CKEditor plugins.

    Reporting
    Document affected scenarios and report to Microsoft Support.
     

    This approach improves typing performance until Microsoft resolves the underlying issue.

     

     

  • Pabloesp Profile Picture
    Pabloesp 3 on at
    Performance Issues with Email Editor
    Hi Daniyal,
     
    Thanks for your prompt answer.
    I'm guessing that one of the latest updates from MS (they handle environment updates) has increased the problem, because none of our users was having such big problems so far. MS has added new copilot extensions for writing emails, and this might have increased resources requirement in any way.
     
    I've tested this behavior in out of the box Customer Service Hub app (without any customization).
    We can't update anything on our environment, therefore this is not a valid solution.
     
    While waiting for MS support, I gave some suggestions to my users: Set a High Performance CPU mode and disable "Efficiency" mode in Edge.
    I could try also other 2 things: Disable "Enhanced Email" to try to avoid that users open more than 1 editor window in the same tab and change CKEditor settings to try to remove some plugins or options. 

    But i think both are MS provided options, and they should work seameless for most users.

    If you have any other idea, i'm all ears.
     
    Thanks
     
  • Daniyal Khaleel Profile Picture
    Daniyal Khaleel 185 on at
    Performance Issues with Email Editor
    You are not alone this is a known issue with CKEditor (and similar rich-text editors) where high CPU usage can lead to noticeable typing lag, delayed rendering of text, and cursor jumps.especially when using DevTools CPU throttling or under heavy system load
    Check for Extensions
    Disable browser extensions (e.g. grammar-checking tools like LanguageTool) to isolate performance issues 
    LanguageTool Forum
    Monitor CPU Load
    If CPU is elevated, observe whether throttling (especially in dev tools) affects responsiveness.
    Test in Source Mode
    Typing in raw HTML editing mode often bypasses WYSIWYG-related focus glitches.
    Update CKEditor
    Ensure you're on the latest stable release; known bug fixes (e.g., for cursor resetting) may resolve the issue
    CKEditor
    Minimize Editor Instances / Hidden Instances
    If embedding multiple editors (e.g., in accordions), consider rendering them only when visible to reduce resource usage.

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