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This guide has been reviewed against our global client base and classed as relevant to all regions

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

Many issues tend to relate to your local environment (internet fault, increased network in your local office), where this is the case, your local IT support/provider will be required to assist


We are sorry that you are experiencing performance issues with AgencyCloud - 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 AgencyCloud is impacted, due to it being more sensitive to network performance than other applications - however, this does not always automatically point to an issue/fault with AgencyCloud - please complete each step below

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

Check the following:

If issues are being reported on the Service Status page, please avoid contacting the Reapit Service Desk - Reapit will continue to provide updates centrally 

If no issues are being reported on the Reapit Service Status page, there are currently no known issues with our hosting partners or recent product releases

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 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

3. Consult the troubleshooting guide & complete related checks

  • Complete the checks outlined in the troubleshooting guide - these checks can be carried out by you or your IT Support/provider

The troubleshooting guide and related checks (outlined below) must be completed in order for Reapit to investigate your issue and provide the necessary support

 Click here for the 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, 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

Troubleshooting guidance

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

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 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 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

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