This guide provides steps you can take when experiencing performance issues such as slowness, lag, loading delays, or timeouts in Strata products. Following these steps helps resolve common issues quickly and ensures that Support can investigate more efficiently if further assistance is needed.
Common Symptoms
You may benefit from this guide if you are experiencing:
- Slow loading screens or delays
- Timeouts when submitting or posting
- Application freezing or crashing
- Difficulty logging into or accessing Strata applications
- Errors when loading estimates, orders, or reports
Step 1: Confirm the Scope of the Issue
Before troubleshooting, determine how widespread the issue is:
- Is the issue affecting just you, or multiple users?
- Are other users in your office experiencing the same issue?
- Are users in other offices or locations impacted?
Why this matters:
Knowing the scope helps determine whether the issue is local (user/device) or system-wide.
Step 2: Try Basic Troubleshooting Steps
Please complete the following steps:
- Log out and log back in to the application
- End your AppStream session and start a new session
- Clear your browser cache and cookies
- Try a different browser (Chrome, Edge, etc.)
- Restart your machine
- If using WiFi, try switching to a wired (Ethernet) connection if available
Step 3: Check Your Environment
- Confirm whether you are using:
- Browser-based access
- AppStream Client
- Check your internet connection:
- WiFi vs Ethernet
- Stable vs intermittent connectivity
If possible, test:
- Another machine
- Another network
Step 4: Identify Where the Issue Happens
Document the details of what you are doing when the issue occurs:
- Product and area:
- SBMS (Spot, Digital, Network)
- View
- Eleven
- What action are you performing?
- Logging in
- Loading an estimate
- Posting
- Running a report
- Submitting an order
- What exactly happens?
- Slow loading
- Timeout
- Error message
- Application crash
- Capture:
- Exact error message (if shown)
- Screenshot (if possible)
Step 5: Test the Issue
If possible, try to narrow down the cause:
- Does the issue happen with:
- A specific estimate or file?
- Multiple estimates?
- Does the issue happen for:
- Other users
- Other workflows
Step 6: When to Contact Support
If the issue persists after completing the steps above, please contact Support and include the following information:
- Number of impacted users
- Names and locations of impacted users
- Date and time the issue started
- Product and module (e.g., SBMS Spot, View)
- Specific estimate, order, or workflow
- Description of the issue and where it occurs
- Any error messages or screenshots
- Steps you have already tried
What Happens Next
Once Support receives your request:
- They will validate the issue based on the information provided
- Additional troubleshooting may be performed
- If needed, the issue will be escalated to technical teams with detailed context to investigate further
Providing complete information upfront helps reduce investigation time and speeds up resolution.
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