Diagnosing and resolving speed issues to Incisive inCLOUD
Posted by Sinclair Hughes, Last modified by Sinclair Hughes on 19 January 2024 08:10 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. Check your computer has all the current Windows or iOS updates.  If there are any updates waiting to be applied, apply them.

    2. 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.  Remove all unneeded printer drivers.  

    3. Make sure there are no music streaming services running on the computer, such as Spotify, Apple Music, or podcast services.

    4. If you are using a Wireless network connection, plug in an ethernet cable as the connection is faster and much more reliable.

    5. If you're using a laptop, set your Power Management settings to Maximum Power.  If the disk or system goes to sleep it will drop the network connection.  Also check that the network card is not set to go into 'Sleep' mode.
    6. 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)

    7. 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

    8. 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.

    9. Setup a 'Hot Spot' from your mobile phone and connect your wireless network connection to the hotspot.  If this improves the connection speed or reliability, it is likely that your usual internet modem/router or internet provider may need to be changed.

    10. Test the connection bandwidth from your computer to the inCLOUD server.  Download the 'iperf3' files from https://iperf.fr  and run it using  the command switch of: iperf3.exe -c -V  or  iperf3.exe -c -V 

 iperf3.zip (1.33 MB)