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Perform an internet performance speed test

Created on  | Last modified on 

Summary

The results of a speed test is one of the indicators used to investigate speed and performance issues on Sage Payroll Professional. Follow the steps to complete a speed test on your workstation.

Description

A speed test will allow you to determine the current Internet speed of your Internet connection. 

This information is used to investigate any performance issues on Sage Business Cloud Payroll Professional.

Resolution

Before you perform a speed test, ensure that the workstation accessing the online payroll meets the system and technical requirements, and that all the necessary settings are correct.

The speed test is done from your browser and will provide results of your current network performance:

  • Ensure your computer is connected to the Internet
  • Open a new browser session
  • Run a speedtest using the Cloudflare speedtest:
    • https://speed.cloudflare.com/
    • This will provide all relevant information on your connection - the server connection, ping (reachability between computer and host) , jitter, data upload and download speed

If you are accessing the system using WiFi:

  • If using Wifi, try switching between 5Ghz and 2.4 Ghz modes (5Ghz works well close to the router, but 2.4 Ghz works better over longer distances)
  • Under Windows Power options, make sure WIFI adaptor is set to "Maximum Performance"
  • Check if there are many wireless devices close to your laptop/router or around the office. Most wireless devices such as Keyboards and Mice use 2.4 Ghz frequency that can interfere with the WIFI signal (This is why using a ethernet cable is much more reliable)

If you are accessing the system on a Apple MacBook:

  NOTE: If multiple users are experiencing the same performance issue, the speed test should be done on each workstation. Expected stable speed connection should be around 2mbps or greater consistently. Click here to review the technical system requirements.

 

Factors beyond the control of the payroll application could cause performance issues:

  • WiFi  connection is unstable - retest you performance by using a network cable to see if this improves system performance,
  • Multiple users sharing one Internet connection could interfere or cap the performance
  • Throttling from the ISP etc.
  • Loadshedding on different location along the connection route

If you are still experiencing any performance issues, contact Sage Customer Support for assistance. Include the following details wih your query:

  • Are all users experiencing the same issue or only one user?
    • We need to confirm in order to determine if all users have the same issue, and we will require feedback from each individual user's performance.
  • Which Internet Service Provider does the user(s) use?
  • Where in the country are the users accessing the system from (location)? (Please confirm the city, province and if this is accessed within South Africa or outside the borders)
  • Does the computers accessing Payroll Professional meet the minimum requirements as specified in the System and Technical Specification document?
  • Have they checked for blocked pop-ups? (pop-ups must be allowed as specific in the System and Technical requirement document
  • Which process, actions or screens are the user(s) accessing, when the user experience performance issues, and what is the usual expectation?
    • If possible, ask the user to create a short video to document the experience as reference. You can also time the amount of seconds for the action to take place (e.g. when you click on Launch, it takes 20 seconds before the Company Listing screen is active to select a company)
  • Does it happen all the time, or during certain times of the day/month?
  • Perform connection speed test (https://speed.cloudflare.com) and Tracert from all workstations.
  • What is the user's public IP address.
    • The public IP address can be obtained by browsing “Whats my IP address” on Google.