Summary
The platform is web based and therefore uses the internet to load the data which is seen on your computer and on occasion, the loading speeds can be slower than normal. It is important to understand exactly where you are experiencing delays, as each stage may have a different cause and report the exact stages (including examples if possible) to the Solution Operations team, i.e. is it when loading the Documents page only, when loading certain documents or pages (confirming Bundle/Tab/Page examples), when running searches etc.
Generally speaking, loading speeds are usually determined by the i) size of data (how many / how big the documents / work product is within the workspace) being loaded combined with the ii) performance / reliability of the internet connection.
With the internet generally, the stronger and faster the internet connection, the quicker the loading speed of the page will be as more data can be loaded at once. The other key element is latency ('the delay between sending a request and receiving a response'), which is increased when accessing the platform from outside the country it is being hosted in given there is a further distance for the data to travel before reaching your computer, leading to a natural delay.
We see the loading speed of the Documents page being impacted when users experience delays and whilst it may not be possible to reduce the size of the data in the workspace, we have some internet troubleshooting tips which your IT team would be best placed to assist further with.
If no document images are loading but the workspace itself is loading, please contact the Solution Operations team for further guidance as this will likely be a network permissions issue within your firm.
We've set out below how the Documents page loads alongside internet troubleshooting tips.
Documents Page Loading
To clarify the Documents page loading process, the workspace should load in two stages, detailed under the loading graphic in the middle of the screen on the platform:
- Performing Secure Download of Data – As an initial step, your browser will attempt to contact the server to begin the download of data to then load the workspace. This process has a 60 second time limit as a security measure, meaning if the loading message has not changed to read as ‘Fetching Data‘ / ‘Building Display’ (point 2 below), within the time limit, you will need to refresh your browser as the connection has timed out. Once refreshed, it should move to ‘Fetching Data‘ / ‘Building Display’ a lot quicker.
- Fetching Data / Building Display – Once your browser has moved to this stage, the download of data will begin and should continue until the workspace has loaded unless the connection is interrupted and the speed of which can depend on the internet connection.
Internet Troubleshooting Tips
As loading speeds are impacted by the internet, the below tips (some are more relevant to working from home rather than the office) can be checked or passed onto your IT team as needed, as they will be best placed to assist in the first instance.
- Wireless v Wired Connection – Where possible, users should be using a hardwired internet connection rather than wireless, connecting an ethernet cable from the router directly into your laptop. As hardwired internet connections are direct, they are less susceptible to any potential interference and therefore would likely offer the best possible connection.
- Router Location – As mentioned above, wireless connections can be affected by interference from other devices such as TV boxes (i.e. Sky / Smart Boxes), other wireless devices (i.e. smart speakers) and microwave ovens. Devices such as these emit frequencies which can impact the wireless signal from your route and as such should be moved away if close to the router. Also, sometimes users can find themselves further away from their router which may result in a weak signal - where users have a weaker connection, we would advise moving closer to the router if possible.
- Reboot the Router – A short term general troubleshooting step to refresh the connection, turn the router off, wait 30 seconds and turn it back on.
- Devices Using the Internet – Your internet bandwidth would be shared amongst any devices accessing your internet, resulting in a slower internet speed available for yourself. As such, when accessing the platform, where possible we would suggest limiting the number of devices accessing your internet unless they are necessary. Similarly, the number of applications accessing the internet on your device should be limited to only those necessary.
- Internet Service Provider (ISP) Issues – On occasion, your ISP may be experiencing issues within your local area which can impact your internet connection so if you are experiencing heavy issues, it might be worth checking if there are any wider problems with the service in your area.
Further points to consider that may impact the speeds:
- VPN / Citrix / Remote Desktop – Is the platform being accessed via any of these methods? If so, it may be slowing / throttling the internet speed.
- Concurrent Internet Usage – Are any other sites / programmes that require internet usage being accessed at the same time i.e. including having lots of internet browser tabs open, as this will result in a slowdown whilst the bandwidth is shared.
- Restart Computer – If the laptop / computer has been used for a few days without being turned off, doing a quick restart may help with loading speeds.