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SARA is running slow

Updated

If you are seeing slow speeds within SARA (formerly Lockstep), there are a few troubleshooting steps to try out that can help fix some of the issues. Making sure that you have the most up-to-date version of your supported web browser, clearing out your cache, and a few other steps are below. The steps have been broken into two separate browsers with quick guides on how to update and clear out caches for Chrome and Microsoft Edge.

Updating Chrome/Microsoft Edge:

Updating Google Chrome:

  1. Open Google Chrome.
  2. Click the three dots icon in the top right.
    chrome-desktop-menu.png
  3. Here you can see if Chrome is up to date. If not, you can click Update Chrome.
  4. Click Relaunch to update Google Chrome.
    relaunch_4.png

Updating Microsoft Edge:

  1. Open Microsoft Edge.
  2. Click the Main Menu button in the top right corner of the screen.
  3. Hover over the Help and Feedback Menu item near the bottom of the list.
  4. Click About Microsoft Edge.
    About_edge.png
  5. Edge will automatically search for updates once the page is opened.
  6. If there is a new update, the page will request to update to the latest version.

up_to_date.pngrestart_edge.png

Clearing out your cache for Chrome/Microsoft Edge:

Clearing out the Cache in Google Chrome:

  1. Open Google Chrome.
  2. Click the 3 dots in the top right of the screen to open the menu.
  3. Hover over More Tools option and select Clear Browsing History.
    2.png
  4. Choose what to clear from Google Chrome, you will be able to click what to clear from Google (such as Browsing History, Cookies and site data, and Cached images and files) and click Clear data.
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Clearing out the Cache in Microsoft Edge:

  1. Open Microsoft Edge.
  2. Click the 3 dots in the top right of the screen.
  3. Click on Privacy, Search, and Services.
    3.png
  4. Click the Choose What to Clear button on the Clear Browsing Data Now line.
    4.png
  5. Choose what to clear out of Microsoft Edge (Browsing History, Cookies and site data, Cached images and files) and select Clear Now.
    5.png
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Checking for VPN Status:

An important step is to check if you have any VPNs active. VPNs are known to cause slower speeds in instances, it is recommended to verify if you have a VPN active and verify if the speed issue is coming from the connected VPN via a speed test. If you are unsure if you are using a VPN or if your company utilizes one.

Confirming 1 instance of Lockstep is active:

Please go through any open tabs or browsers and make sure that only one open tab of Lockstep is open at a time. Having multiple instances open can cause performance issues as they both fight over priority.

Time Stamp of Slowed Times and What Took Place:

Please attach any time frames when you see the slowed performances and also what you were doing when this took place. For example, seeing slow speeds when loading a new activity for CustID ABC123 at 9:30am from user User1. This way we have a starting point for researching this issue. Letting us know the time, the user seeing the issue, and the overall process being done will allow us to pinpoint where we start our dive into the issue allowing us to more accurately and promptly assist you.

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