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• This issue is most likely to be specific to your office/business

• Contact your IT Support/provider for assistance

1. Check the Reapit Customer Portal & Reapit Service Status page

Check the following:

• Reapit Customer Portal for real-time service announcements

• Reapit Service Status page for a summary of all current service status

2. If your issue is intermittent

If you/your office experience intermittent performance at differing points in the day and/or with different areas of

Reapit, the issue is most likely to be local to your office/environment

Issues of this nature should always be logged with your IT Support/provider in the first instance

3. Consult

troubleshooting

guidance & complete related checks

• Complete the checks outlined in the troubleshooting

• guidance (below) - these checks can be carried out by you or your IT Support/provider

4. Still experiencing issues?

Before logging a ticket:

Ensure your network provider has reviewed the Troubleshooting Guidance in step 3 and investigated any issues - all the checks should be carried out before escalating to Reapit, in particular:

1. Speed test

2. Wireless connection check

3. Router reset

If you still need to log a ticket, the following information need to be included:

• Where in Reapit the issue is experienced

• What time of day this is happening

• Particular actions that are being carried out at the time (e.g. searching, adding a property etc.)

• If others are experiencing the issue

• If your instance of Reapit has recently been upgraded

• Information on PC/device specification
  Go to your Windows Settings and access Device specifications (or Control Panel, System and Security, System) - ideally take a screenshot of the device details & include this in your ticket

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, due to this, the Reapit Service Desk are not able to resolve this, however, Reapit can provide the following troubleshooting guidance below to help rectify your issue

It is recommended that the

guidance/checks below 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

than other desktop application

- this is normal and is due to the extensive data processing that the Reapit

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

It is recommended to run an internet speed check using this website: http://www.speedtest.net  

These are the suggested 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

Support/

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

/ internet service provider

/ network team

Read.reapit.net

Write.reapit.net

App.reapit.net

For AWS clients, please ping the following instead (Enter the relevant unique 3 letter client code):

• {ClientCode}-dbw.reapit.cloud

• {ClientCode}-dbr.reapit.cloud