If system users are experiencing performance issues in Access Maintain, such as pages taking too long to load, freezing or crashing, files downloading very slowly, or needing to refresh repeatedly, there are a number of checks you should complete before raising a support case.
Initial troubleshooting checks
Please ask the affected user to review the following:
Check internet connection – Ensure the connection is stable. You can quickly test this by visiting fast.com and reviewing the speed.
Confirm IT changes – Check with your IT team whether any changes have recently been made, such as installing new software, applying upgrades, or updating VPN settings.
Try different browsers and devices – This will help confirm whether the issue is specific to a device or browser.
Clear browser cache – Cached data can cause slowness or errors when using the system. Clearing it often resolves these issues.
If the above checks do not resolve the issue, reach out to us.
Further information required for the investigation
To help our team investigate more effectively, include the following information:
Device and environment details
Confirm your internet speed and whether your connection is stable.
State if you are using a VPN, proxy server, or other middleware that routes internet traffic. Provide the name, version, and any other details available.
Confirm whether you have tried another device or browser. If so, specify which ones and whether the same issue occurred.
Check if your browser is up to date. In Chrome, go to the three-dot menu > Settings > About Chrome to confirm if it says Google Chrome is up to date.
Confirm whether you have cleared your browser cache. In Chrome, go to the three-dot menu > More tools > Clear browsing data, tick the top four boxes, and click Clear data.
Details about the issue
When did you experience the issue: specific times, dates, or timeframes. This helps us check system performance during that period.
Are you still experiencing the issue, or was it intermittent?
Who is affected: only yourself, contractors, specific units, head office users, or all users?
If the system is slow, which page was affected: e.g. Group view, Admin area. Were specific elements of the page slower than others, such as uploading files, saving changes, or loading certain units.
When the issue occurs, does the page eventually load, or do you need to refresh the page or log back in?
Providing these details will help us narrow down the cause of the performance issues and work towards a faster resolution.