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Troubleshooting slowness or connection issues in Right Networks

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Intuit

Troubleshooting slowness or connection issues in Right Networks

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Refer to this article for information about Right Networks system requirements.  

Possible network-related causes of slowness or connection issues

  • Right Networks recommends a wired connection. If you're experiencing slowness while connected with Wi-Fi, try switching to a Local Area Network (LAN) by plugging in your internet cord.
  • If you're only experiencing slowness while working from home but not at your office (or vice versa), the issue could be geographical.
  • Right Networks recommends running apps that require internet access in the hosted session itself and not on your local machine.
    • 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.

Testing your network

If none of the above solutions work, you'll need to test your network. 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.

 

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.  

  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.

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

  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.

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.

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.

  • Lacerte: 800-933-9999.
  • ProSeries: 800-434-6818.

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