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 guidelines/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 AgencyCloud than other desktop application; this is normal and is due to the extensive data processing that 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
It is recommended to run an internet speed check using this website: 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
- Ports: 43997/443/80
Ensure that all the following checks 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
Please ensure you include this information in the ticket:
- Where in AgencyCloud 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 AgencyCloud has recently been upgraded
- Information on your PC/machine 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
