Before escalating immediately to the Product Support Team, ask the below to a client so we know as much as possible off the get go. NB: Some of these questions may require their IT support team to assist.


  1. Ports 9000, 9001 and 9091 are open.
  2. Check the chrome version -  navigate to: chrome://version/ (or which browser is being used).
  3. Run  https://websocketstest.com/
  4. Internet Connection Speed: https://sourceforge.net/speedtest/
  5. Check if there is anything in your antivirus or firewall that can block web sockets.
  6. VPN or Direct Access Usage (usually to access office network drives when working remotely).
  7. The workflow the client is doing when the slowdown occurs.



Then, if possible, do the below steps:


  • Try replicate the client workflow, do you encounter issues too? 
    • If yes, raise to the Product Support Team. 
    • If no,
      • See if they are using Citrix, ask them to try test accessing the platform locally without Citrix. 
      • See if their IT team can attempt access without a VPN.
      • See if they can try connect over a different network, preferably Ethernet.
      • If none of the above work, escalate to the Product Support team.