Diagnosing and resolving speed issues to Incisive inCLOUD
Posted by Sinclair Hughes on 29 August 2023 09:25 AM

If you are experiencing slow response times or you are frequently disconnecting from Incisive inCLOUD, there are a number of simple checks you can make which can make quite a difference to the responsiveness of the program:

    1. Go to Setup > Workstation > Configuration and check that the selected printers appear in a black font and not a red font.  If it's red, it means the printer cannot be connected to and can cause speed problems, especially in Letters/Notes.  Check that the printers are online and also not out of paper.

    2. Run the 'Database Speed Report' in Reports > System  and in the 'Read Time:' section can you let us know what the value is for the Avg= (ideally it should be less than 4.0ms)

    3. In a browser, run an internet speed test to check the connection to your internet provider. Enter the following or click on this URL https://speedtest.net then click on the Go button to start the test.  Ideally your upload and download speed should be greater than 100Mbps and the ping time should be less than 30ms

    4. Restart your internet router.  This is a small device that connects your office to the internet.  Often the best way to restart it is to remove the power cable to it, wait 5-10 seconds for it to completely power down, then put the power back in.  It will take several minutes to connect to your ISP again.