Performance issues with Reapit Agency Cloud (RPS)

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

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 Agency Cloud, 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
   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 Agency Cloud than other desktop application; this is normal and is due to the extensive data processing that Reapit Agency Cloud 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

  • • Read.reapit.net
    • Write.reapit.net
    • App.reapit.net
    • Ports: 43997/443/80

  
  

  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 Agency Cloud 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 has been recently upgraded

  
  

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