My account seems slow. What should I do?

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Working in my Emma account seems slow. What steps should I try to alleviate the sluggishness?

What information do you need from me to further troubleshoot if I'm not able to resolve it following your steps?
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FAQ

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Posted 4 years ago

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Katie Lewis, Official Rep

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The first thing to do is check if your download or upload speed is an issue. Visit this site, and select the Atlanta location to take a quick speed test. It will take about 30 seconds-1 minute to test the speed of your connection.

To give you an idea, when I tested my speed when I'm plugged into ethernet, my download speed was 20.75 Mbps (mega bits per second), and my upload speed was 19.84 Mbps. When I tested it from a wireless connection, my download speed was 17.52 Mbps, and my upload speed was 30.59 Mbps.

The average cable or DSL internet connection these days is somewhere between 5 - 12 Mbps download and 1 - 2 Mbps upload speed.

Your internet speed may be a possible indication of the performance that you're seeing in Emma. Information is downloaded and uploaded in Emma, whereas browsing is 99% download, so if your internet's upload speed is significantly lower than average, that may explain why Emma seems to be slower for you.

Initial steps to try:
  • Clearing your browser's cache, cookies and temporary internet files, then restarting your computer
  • Switching to a different browser: If another browser is working better, check that your first browser is the most recent version.
  • Using Emma on a different computer or internet connection
  • Restarting your router
  • Uninstalling any browser toolbars or plugins

If none of the above does the trick -- please try these steps first! -- create a new thread in Emma Community for us to troubleshoot together and include the following information:
  1. What part of your Emma account is slow for you? Is it everything in Emma, only certain pages (like anything you click on the Response page) or when you take certain actions (like opening a specific email -- and if so, let us know that email's name)? 
  2. Are you running any sort of anti-virus or security software? 
  3. What type of firewall are you using?
  4. What browser and version are you using? You can go to supportdetails.com to have both the browser and version automatically detected, if you aren't sure.
  5. Do you have any toolbars or plugins installed in your browser?
  6. Are any other websites slow, or is it just your Emma account? How about other secure sites, like online banking?
  7. What operating system are you using, and how much RAM does your computer have? 
  8. Is this happening on multiple computers in your workspace or just one? 
  9. Is the slowness hitting at a certain time of the day, week or month? 
I know it's frustrating when your account doesn't seem to be working properly, but there's always a solution! We'll get you there with your assistance, using the answers you give to the above.
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