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Troubleshooting slowness or connection issues in Right Networks

SOLVEDby IntuitEasyACCT3Updated October 18, 2022

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See this article for system requirements.  

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Data packet loss, latency, and slowness:

I have a lightning-fast internet connection so everything should be fast, right?

The quality of your connection is more important than the speed. If you are experiencing data packet loss or latency, you can experience slowness and other issues. So while you may want to check your internet speed when things slow to a crawl, there are other things to consider.

What are data packet loss and latency?

Imagine a package lost in the mail. Sometimes it just doesn't get delivered, other times that initial package is delivered, just a lot later than expected.

Have you ever had a package not arrive and needed to wait for a replacement to be sent to you? The sender will normally have you wait a while to see if it shows up. When it was just delayed in being delivered, that is latency.

When the package doesn't show up after waiting, the sender gives up and may send you a replacement. This is what often happens with data packet loss. One side sends a message. Waits for confirmation it was received. Gives up after realizing it was lost, and sends the message again, which takes longer to get to you.

Other times they don't send a replacement and you don't get what was sent. A way you could see this problem with a remote connection is while you were typing a sentence you see temporary slowness and then some of the words typed just don't appear. The data packet was lost and not resent.

Helpful questions for investigating slowness or connection issues to Right Networks for Intuit Hosting

When it comes to internet connections, there are a lot of problems that can cause a connection to seem slow. Consider the following to help narrow down potential problems and solutions:

  • Do others using the same internet connection have the same issue?
    • If only one or some users are having an issue, look at what's unique to their connection or hardware.
      • Are they connecting wirelessly when others are using a wired connection? If yes, try a wired connection. If no, try a different ethernet cable (internet cord) and make sure Wi-Fi is turned off.
    • If all users are having the issue, try restarting your router/modem and check with your internet service provider to see if others have reported issues in your area.
  • If you connect from multiple locations, do you only have the problem from one location?
    • If yes, check with your internet service provider to see if there are issues reported in the area. You may also have a hardware issue.
  • Do you have a limited data plan?
    • Some limited data plans slow down your internet speed once you have used a set amount of data in a billing period. Check to see if you have gone over these limits.
  • Are you using Microsoft Teams, Dropbox, OneDrive, Google Drive, or some other syncing program?
    • Try temporarily pausing or disabling these. They can use up a lot of bandwidth.
  • Are other apps slow too?
    • Some apps use more resources than others, but if you are only having a problem with one app there may be causes not related to the connection to the hosted environment.
      • Lacerte provides this article for troubleshooting slowness.
      • ProSeries takes longer to run when you have more installed. Contact support if you installed everything to get assistance with changing your installation to just what you need.
  • Is your antivirus or firewall updating right now or is a Windows update being downloaded?
    • Downloading or installing these updates can reduce bandwidth. Consider setting an update schedule to reduce the impact to your work day.
  • If you open the app locally, or other ones, are they running slowly there too?
    • If yes, this would indicate there's not an issue with the connection to the hosted environment. Check to see if an update is being downloaded or installed locally.

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Possible network-related causes of slowness or connection issues

  • Right Networks recommends a wired connection. If you're experiencing slowness while connected to Wi-Fi, turn off Wi-Fi and connect with your ethernet cable (internet cord) instead.
  • If you're only experiencing slowness while working from home but not at your office (or vice versa), the issue could be geographical. Check with your internet service provider.
  • Right Networks recommends running apps that require internet access in the hosted session itself when the app is available and not on your locally.
    • For example, if you need Google Chrome open while working in Right Networks, don't open Google Chrome on your local computer. Instead, open it within your hosted session to reduce bandwidth usage and improve your performance.

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Helpful tests to investigate further

If none of the above solutions work, some tests can help you

. Before testing your network, make sure you're logged into your Right Networks Remote Desktop and minimize the Right Networks window so it can run in the background. Don't perform the tests within the Remote Desktop.

Running an internet speed test using Google's built-in speed test utility

 

For accurate results we suggest running this test in the most realistic setting possible. For example if you normally have 10 users working we suggest running this test while all 10 users are in.  

If your internet service provider has a speed test of their own that you prefer, you can run that instead.

  1. Open Google Chrome or access the Google web browser by searching for google.com on your default browser.
  2. In the Google Search Bar, type out "speed test" and hit enter on your keyboard.
    Slowness1.png
  3. Before your search results, you should see an Internet speed test utility. Click Run Speed Test at the bottom right of the utility.
    Slowness2.png
  4. After the utility finishes running, it will display your results.
  1. On your keyboard press the Windows + R keys at the same time.
  2. In the Run window, type "CMD" then click OK.
  3. Paste this command into the CMD window then hit enter on your keyboard:
    • ping asp.rightnetworks.com -t
  4. CMD will begin posting 'Reply from' messages followed by some information. This is normal.
    • If you don't see it posting these replies you can close CMD using the X button, then repeat steps 1-3.
  5. Wait 5 minutes, then press CTRL + C on your keyboard at the same time to end the process.
    • During the 5 minute period if you see any messages that say Request timed out, that's a symptom of packet loss and can cause slowness in Right Networks. These issues are best resolved by your internet service provider or an IT professional.
    • If you see a big spike above 150 in the time=###ms column, that can also cause slowness and you should contact your internet service provider or an IT professional.
      Slowness6.png
  6. After completing step 5, you should see a Ping Statistics message appear that will show a summary of your ping test. This information can be helpful for your ISP or IT, so don't close out of CMD until you've recorded the results.
  1. Log off or minimize your Right Networks Remote Desktop.
  2. Click on the Windows icon in the lower left corner of your local computer.
  3. Type "powershell" then click on the Windows PowerShell app.
  4. Paste this command into the Windows PowerShell window:
    • Ping.exe -t asp.rightnetworks.com | ForEach {"{0} - {1}" -f (Get-Date),$_} | Tee C:\temp\ping.txt
  5. Minimize the Windows PowerShell window.
  6. Open or resume your Right Networks hosted session.
  7. When you notice any performance issues, bring up the Windows PowerShell window and look for either a big spike in time=###ms column or Request Timed Out.
  8. Once you've gathered the results, click X to close out of the window.
    • A log of the Windows PowerShell session will be saved to C:\temp\ping.txt. Share this with your IT support explaining that you are experiencing slowness when you see a spike in the time column or Request Timed Out.
  1. On your keyboard, press the Windows + R keys at the same time.
  2. In the Run window, type "CMD" and click OK.
  3. Paste this command into the CMD window then hit enter on your keyboard:
    • tracert asp.rightnetworks.com
  4. You should see a prompt that says Tracing route to asp.rightnetworks.com over a maximum of 30 hops.
    • This test shouldn't take more than 3 minutes to complete and will stop running automatically when it's finished.
    • Don't press anything while the test is running.
  5. When the test completes, it'll display a Trace complete message and show your results.
    • This test can help determine where packet losses are, which can narrow down the cause of your latency.
    • This data should be forwarded to your IT professional or internet service provider.

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Possible hardware-related causes of slowness or connection issues

  • If your computer monitors are being powered through a USB hub or switch, Right Networks recommends connecting the monitors directly to your computer.
  • Take note of which users with your firm are affected. If it's only a handful, it may be easier to compare their hardware with those who aren't having issues.

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Testing your hardware:

If none of the above solutions work, you'll need to test your hardware. Before testing your hardware, make sure you're logged into your Right Networks Remote Desktop and minimize the Right Networks window so it can run in the background. Don't perform the tests within the Remote Desktop.

  1. Log out of your Right Networks Remote Desktop using the red log off button.
  2. Right click on the Right Networks.rdp icon on your desktop then choose Edit.
    Slowness8.png
  3. Select the Display Tab verify that your Colors dropdown menu is set to 16 bit.
  4. Click on the Local Resources Tab.
  5. Under Local devices and resources, uncheck Printers and click More…
  6. Uncheck Drives and click OK.
  7. Select the Experience Tab.
  8. Choose Satellite (2 Mbps – 16 Mbps with high latency) in the Performance dropdown menu.
  9. Uncheck the Font Smoothing checkbox.
  10. Return to the General Tab.
  11. Choose Connect at the very bottom.
    • Do not hit Save or Save As, these settings are just for testing.

If the slowness improves, you can continue using these settings as a workaround. However, we recommend consulting your IT for a permanent fix. It may also be advisable to upgrade your machine.

  1. On your keyboard, press Ctrl + Alt + Delete at the same time.
  2. Choose Task Manager.
  3. From the Processes tab, take note of your CPU and Memory percentages.
    • This data can be helpful for IT to determine the cause of this issue.

If you've worked through all of the above steps and still haven't determined what's causing your slowness or connection issues, additional troubleshooting may be necessary. Reach out to our Technical Support team during business hours and we can assist over the phone.

For more information on how to contact Lacerte, as well as our operating hours, see here.

For more information on how to contact ProSeries, as well as our operating hours, see here.

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Restarting your router/modem:

If you are using a domain network, we suggest contacting your local IT for assistance. Otherwise, complete the following steps to properly restart your router/modem:

  1. Unplug your router/modem from the power source.
  2. Unplug all other wires from the router/modem.
  3. Wait 30 seconds.
  4. Plug in the internet connection.
  5. Plug in the connections to the computers.
  6. Finally, plug in the power.
  7. Wait until the lights on the router/modem show connectivity again. This may take a couple minutes.
  8. Test to see if the issue is resolved.
    • If you are continually running into this problem, we suggest contacting your internet service provider or your local IT.

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