Respax is slow or off, what now? (This answer is for the hosted version - NOT Enterprise Edition)
Index
Overview
BEFORE contacting Trinity Software to enquire if something is wrong with the servers of Trinity Software, the following steps MUST be followed, please.
99% of the time, the reason why Respax seems slow is due to internal internet issues within the client's own business. This step by step procedure must be handed to all reservations staff and people that works with Respax. This shows how to test your internet to our servers and a comparison with Google's servers.
Start here
Click on Start bottom left corner of the screen.
Click on Run
If you do not have Run available or just want to use the keyboard shortcut -> Hold your windows key in and hit R on your keyboard.
Type cmd and hit Enter.
type: ping secure2.respax.com.au -t and hit Enter
If you do not get any results, your internet is OFF
After you have say 20 or so results, more is better, hold your CTRL key in and press C (CTRL-C)
We are interested in how long does it take for a packet of information from your computer takes to get to the Respax server. Marked in red. What is the Minimum, Maximum and Average time in milliseconds (ms)?
If your times are in the 200's and more (especially more than 1000ms = 1 second), you have internet problems. Contact your IT support person.
Compare with Google now:
type: ping www.google.com -t and hit Enter
If you do not get any results, your internet is OFF
After you have say 20 or so results, more is better, hold your CTRL key in and press C (CTRL-C)
We are interested in how long does it take for a packet of information from your computer takes to get to the Google server. Marked in red. What is the Minimum, Maximum and Average time in milliseconds (ms)?
If your times are in the 200's and more (especially more than 1000ms = 1 second), you have internet problems. Contact your IT support person.
- Compare Respax with Google.
- If both are normal see if Respax is still slow - if it is see below to email.
- If Google is normal and Respax is slow or off, do the following:
Please:
(during normal office hours AEST 09:00 to 17:00) support@trinitysoftware.com.au and in the header say -
Respax slow! Respax = <put your average time in here> Google = <put the Google average time in here>
Please try and refrain from calling the normal support number (07 4041 1017)