Does anyone with Hosted servers have issues with slow connection when generating reports?

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  • Updated 10 months ago
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Does anyone in other Clinics have issues with their Hosted servers with slow connections when generating reports and general changing of screens while in client files?

I have checked internet connection speeds and they are fine. I have two locations with different internet connections and seem to have the same issues at both.

At the main clinic we are connected to a satalite dish and have computers under 2 years old.  With each upgrade it seems to be get worse.

I am thinking maybe its a data issue when retrieving data.  We are also open on the Patient Gateway which patients have also been having connection issues with.

I love the functionality of FrontDesk when it works well but these issue are really frustrating with  the delays in dealing with clients in person and over the phone while they wait for your computer to unfreeze or you reboot so you can make appointments, etc.

Does anyone have any suggestions they have tried or comments that can help resolve this?

Sharon
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In Stride Health Clinic

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  • frustratrated with these constant issues.

Posted 10 months ago

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Joanna

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Hi Sharon, we use a remote desktop (Hostus) and whilst we sometimes have problems, it is fairly rare. 
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Timothy, Business Care Manager

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Hi Sharon 

You're running a secure network connection from your locations to our hosting centre in Melbourne. Front Desk is running locally on your machines and the database is stored in the cloud. We generally only support these types of connections for users with good quality internet connections. The actual speed of your internet connection only marginally affects the performance of Front Desk in this type of setup. The most important factor is good (low) latency and the absence of packet loss, which on our previous investigation is at the lower limit of acceptable. I note that for at least one of your sites you are on a wireless link for your internet.

Earlier today, for about an hour, there was an increased load on the Smartsoft Hosted Database server, which caused a marginal slow down, almost unnoticeable to the users on our hosted system. This may have been worse for you with less than optimal connections into our system. Though you will not ever get any data loss or corruption, you may experience a slower connection than normal with a suboptimal connection to us.

There are other hosting options, which are not latency sensitive, and we are happy to discuss these with you if you would like to contact our Business Care team.
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In Stride Health Clinic

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Hi Timothy,  I believe the Director has written to Smartsoft regarding these issues.  I am not sure where that is at as I have been off sick for 3 weeks and being back only parttime for the last two weeks.  I will follow up with them on response from your company.
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Timothy, Business Care Manager

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Hi Sharon. We have had correspondence with your Director regarding this matter. If you still have any questions once you've discussed this matter with them, please contact us directly at: www.smartsoft.com.au/contact
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Kathryn

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Hi Timothy,
We get this too. I don’t know what latency or packet loss are. How do we get someone to check this?
Thanks
Kathryn
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Andrew, Community Manager

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Hi Kathryn

I note that you are not a cloud hosted database user with Smartsoft, so this may not apply.  If your system is hosted by a third party you may need to contact them regarding the performance of your system.

Please feel free to open a support case if you are having any issues with running Front Desk: 
https://www.smartsoft.com.au/support/
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Michael Molton

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There are four possibilities I can think of and have experienced. 1)Large file size that one of your 'users' are uploading will slow your internal network. We had a problem with photographs, some of which are quite large files. Everybody else on the network complained about the slowness of their individual computers when reception was loading these to FrontDesk patient files. Look at ways to reduce file size you are uploading 2)Dropbox. If you use this service, and the other users on the network have access to the work Dropbox, the same problem can occur while Dropbox is updating the other users account. Once again, reduce file size. 3)you may have good speed from the dish to your office, but where it goes from there may be a problem. If the network is Ethernet cabling, probably OK, but if some of your stations are wireless to your router, then the type of router you are using may not be adequate. The ones the telcos give you are poor quality. We purchased a better one and now we have excellent speed and it also covers the whole building whereas before connection was continually dropping out in some zones of the building. 4) Do you have SQL capability, that will probably limit uploading speed if not. Talk to Smartsoft about SQL.

PS Hostus is fine. We were with Hostus but now are with State Technics. My opinion is that they are better for us.

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In Stride Health Clinic

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Thanks everyone for comments.

To Michael, I will look further into your suggestions.  

We have had issues with scanning into Frontdesk and file sizes.  We now have a Kyocera Printer as we are scanning in files to go paperless... maybe that is the issue.  I did have it checked that the files we were saving were not too big for the database to save.  Will recheck these.

Sharon