Nearly all cases of users reporting response times being less than expected, or not the usual standard, relate to their local environment (such as their internet connection or a high volume/workload report) and, as such, the Reapit Service Desk are not able to resolve this, as it is beyond the scope of their service. However, we can provide the following troubleshooting guidance below to help you rectify your issue. We also recommend the guidelines are followed by an IT competent member of your team. - Internet speeds can drop or increase
While this is not uncommon, it is likely that you will notice this more in Reapit Agency Cloud AgencyCloud than other desktop application; this is normal and is due to the extensive data processing that Reapit Agency Cloud AgencyCloud undertakes
- Time of day
Do you note that the issue arises at a particular times of the day? For example, peak times, such as lunchtime, often result in high internet usage which can have an impact on its performance
In this circumstance, you should ask your IT provider to look at the bandwidth capability you have
- Speed test
We recommend running an internet speed check using this website: www.speedtest.net
We suggest the following advised figures you should be looking for:
Download speed: >=2.0 mbps
This impacts how quickly data is refreshed to screen; large documents take longer to download
Upload speed: >=1.0 mbps
This impacts the upload of templates
Having many users in an office with a lower download/upload capability will cause sporadic issues and will depend how many are users are working at the same time
- Wireless router connection
If you are using a wireless router connection to access, this could be the issue; faster performance can be assured over a physical network connection
Where possible, try using a fixed (wired) connection to see if that increases performance; if it does, you should refer to your IT provider to review your wireless router setup
- Wireless 4G connection
If you have a wireless 4G connection and are experiencing performance issues, try a normal (non 4G) wireless router connection
If the performance improves, then the issue will lie with your internet service provider; they can influence how the traffic is routed over the internet and therefore resolve your issue
- Router reset
Resetting your office network router will reset caches that may be impacting optimal traffic routing; this has resulted in correcting performance issues on many occasions
If you are unable to reset your router, contact your IT contact/provider to carry out a reset
- Access to specific IP addresses and ports
You should check with your IT provider that there is access to the following IP addresses and ports to ensure that no throttling is being applied
Provide this information to your IT or internet service provider or network team
Please ensure that all the following checks (as outlined above) are completed before escalating a performance issue to the Reapit Service Desk, in particular: - Speed test
- Wireless connection check
- Router reset
Ensure that your network provider has reviewed this information and investigated any issues
The Reapit Service Desk will require information on your PC/machine specification: - go to your Windows Settings and access Device specifications
(or Control Panel, System and Security, System)
- Take down these details or, better still, take a screenshot of your device specifications
- Send this to Reapit who will be able to investigate
Please ensure you let the Reapit Service Desk know: - Where in Reapit Agency Cloud AgencyCloud you are experiencing the issue
- What time of day this is happening
- Actions being taken at the time (e.g. searching, adding a property etc)
- If others are experiencing the issue
- If your instance of Reapit Agency Cloud AgencyCloud has been recently upgraded
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