Is something not looking right in Access Collins? Here’s a checklist of things to try to help you diagnose, and maybe even fix the problem.
Internet connection
As Access Collins is a cloud-based system, having a good internet connection is key to the smooth running of the system:
Check both your internet connection and speed; check if other websites are running slowly as well. To check the speed of your internet, do a speed test.
Ping* measurement is just as important as the download speed; do a separate ping test here.
Results
0-4mps = sufficient for 1/2 users.
5-10mps = 2-5 users.
10mps+ = 5+ users.
Ping is a method to measure the minimum time needed to send the smallest possible amount of data and receive a response.
Ping tests are measured in ms units, 1000 milliseconds is one second.
The usual values for optics of cable connection are 5-20ms, Wireless 2.4Ghz, 5Ghz, are close to 30ms. The mobile connection is much worse, 100ms.
Collins will work optimally for more than 40ms and will be sufficient up to 100ms. Anything over this and there may be latency issues.
If slow, you should contact your internet service provider and/or IT department.
📌Note: If you are using a phone or tablet remotely with 3G or 4G internet connection, Access Collins's performance may not be as reliable as when using wifi.
Is your internet a closed network?
Check if your computer uses a wifi network that is shared with the public such as customer wifi.
What's running in the background
Some programmes may be stealthily running in the background and are extreme bandwidth thieves such as Dropbox, Spotify, and system updates. Visit the Task Manager on PC or Activity Monitor on Mac, and cancel any programs unnecessarily running in the background.
Clear browser history and cache
If you're still experiencing the same issues, then try the following:
Clear your browser history.
Clear the cache on your laptop; the browser might have information stored that's stopping the page from working as normal, then try reloading the page.
Close extensions
Close other tabs, extensions, and apps. Running various apps, extensions, and programs can take up a lot of memory on your device. To free up memory:
Close every tab except for the one Access Collins is open on.
Quit other apps or programs that are running.
Check to see that there are no extensions in your browser that would affect Access Collins, especially in Chrome:
Uninstall any unnecessary extensions from the browser. To do this in your browser's address bar enter about: extensions. This shows you all the plugins installed on your browser.
Delete any that aren’t necessary or that may be affecting browser performance.
Close plug-ins
In your browser's address bar enter about: plugins. This shows you all the plugins installed on your browser. Disable any that aren't necessary.
Update browser
Check to see if your browser requires an update to the latest version.
Log in and out and report an issue
Log out of Access Collins and shut the browser completely.
Open it up again and log in.
📌Note: If you're finding that it's still the same, please click the Report An Issue found in the Help tab in the top black toolbar in Access Collins.
Using this information, we will be able to look into the problem faster and more efficiently.
We may then reply asking you to take a screenshot of the Console tab on your laptop, should we need to look into this even further. Ideally, we'd need this screenshot to be taken on the page that's being affected, or running slowly.
Also tell us what page, or function is not loading, or running slowly.
For Example:
Loading the enquiries list.
Searching.
Opening a booking.
Changing to the grid view or floor plan.