Identifying the cause of a slowdown

Before starting

You notice an abnormally long time when loading a software page. There are many reasons for this.

This article explains how to identify the cause and, if necessary, report it effectively so we can do something about it. It covers the following points:

• Check your connection status
• If slowdowns persist

Check your connection status

Measuring flow

It may sound trivial, but the simplest lead to check, and to eliminate once checked, is the speed of your internet connection .

To do this, you can run a test using one of the following tools:

• https://www.speedtest.net/fr
• https://www.nperf.com/fr/

Interpreting test results

The flow test will give you several values:

• Latency (or ping): transmission delay between your computer and a server.
• Download speed descending : download speed to your computer from a server.
• Throughput ascending : speed of upload to a server from your computer.

To download and display data or load a page, it's the downstream (download) value that will determine the duration. The upload comes into play when you upload a document or make an audio/video call over the Internet.

Your use of the software will therefore be mainly affected by the value of your downstream data rate. The necessary throughput depends on your usage and the volume of data to be processed, but a value less than 5 Mbps can lead to long loading times.

Routine checks

If your flow rate is not satisfactory, there are several actions you can take:

• You reach your modem, Livebox or network access point.
• If you need to work far from the access point, a repeater will extend Wi-Fi coverage.
• Check whether several devices are connected to the network and consuming bandwidth.
• Connect via a wired connection ( cable ethernet ), which is more efficient than Wi-Fi.
• Run a scan via your anti-virus to check your computer for malware .
• Test in private browsing to see if any extensions or plugins are involved.

If slowdowns persist

If you're still experiencing slowness after these checks, here's how to report it. This will enable us to understand the origin of the problem quickly and provide an appropriate response.

Feel free to consult our service status platform listing current incidents.

A particular page is slow to load

If the slowness is limited to one/several pages, and is not present on the entire platform, it may be due to the number of lines displayed on the page ( rebates, registrants, ticketing etc. ).

The volume of data displayed may be greater than the software can handle efficiently. In this case, we'll need to consider optimizing the page to improve its operation.

To help us identify the problem, you can send us:

• The link (URL, beginning with "https") to the page concerned.
• If an error message is displayed, a screenshot will show it.

If the problem occurs when displaying the detail view of an entry or a person, we'll need the information to find it easily ( date/label/amount or name/first name/email ).

Slowdowns across the platform

In this case, it will be very useful to know whether this problem is systematic (observed regularly since a given date) or ponctual (observed from time to time, or only on a given day).

We carefully monitor response times on all platforms. Your feedback may help us to identify any factors that may have escaped our attention.

The ideal reporting format is as follows:

• The link (URL) to the relevant platform.
• The date or period over which slowdowns occur.
• If possible, a video showing the loading time (we recommend this tool ).