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This guide has been reviewed against our global client base and classed as relevant to the following regions: UK, APAC, UAE

If you are experiencing performance issues with your Reapit software, such as it running slowly, freezing or crashing, follow these basic steps to identify the likely cause of the issue you are experiencing.

Most issues tend to relate to your local environment (internet fault, increased network in your local office). Where this is the case, unfortunately, the Reapit Service Desk are not able to address these for you.


We are sorry that you are experiencing performance issues.

Is it just your Reapit software that is impacted?


 No
  • This issue is most likely to be specific to your office/business

  • Contact your IT Support/provider for assistance



 Yes

It is common that only Reapit AgencyCloud is impacted, due to it being more sensitive to network performance than other applications; however, this does not automatically point to an issue/fault with your Reapit software


First, check real-time announcements on the Reapit Service Desk portal home page and also check the Reapit Services status page


 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 AgencyCloud, 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.

 If issues are being reported on the Reapit Services status page (link above)

Please avoid contacting the Reapit Service Desk, we will continue to provide updates centrally


 If no issues are being reported on the Reapit Services status page (link above)

There are currently no known issues with our hosting partners or recent product releases

  • to complete the Reapit performance checklist 
    This can be done by you or your IT Support/provider

    This checklist must be completed in order for us to investigate your issue and provide the necessary support - if you do need to log a case ,then please provide :

    • Where, in Reapit AgencyCloud, you are experiencing the issue, when (time of day) and the actions being taken at the time (e.g. searching, adding a property etc)
    • If there has been a recent upgrade, please highlight this
 Please consult this troubleshooting guide


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.

Troubleshooting guidance

  • Internet speeds can drop or increase
    While this is not uncommon, it is likely that you will notice this more in Reapit AgencyCloud than other desktop application; this is normal and is due to the extensive data processing that Reapit 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:

  1. Speed test
  2. Wireless connection check
  3. Router reset

Ensure that your network provider has reviewed this information and investigated any issues


Still experiencing 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


Still need to log a case ?

Please ensure you let the Reapit Service Desk know:

  • Where in Reapit 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 AgencyCloud has been recently upgraded



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