If you’re finding KashFlow is a bit slower than usual try following these steps;
Step 1 – Check our service status
We announce any problems with speed or service on our Twitter page as soon as possible, generally this happens the second we confirm a problem, we also keep customers updated and posted on the problem and resolution. The link for our Twitter page is http://www.twitter.com/KashFlow – if everything is looking good there then proceed to step two.
Step 2 – Clearing your temporary Internet files
This step usually solves 99% of any slow speed problems. Temporary internet files are files stored on your computer that help webpage’s you’ve previously visited load faster. Occasionally they can cause problems with websites loading. Just click which browser your using from the list below;
- In Internet Explorer, click the ‘cog’ icon in the top right hand corner.
- Select ‘Internet Options’
- In the ‘General Tab’ you’ll see a section half way down labelled ‘Browsing History’, click the ‘Delete…’ button
- Tick the check boxes for ‘Temporary Internet Files’ and ‘Cookies’ (pictured right)
- Click the ‘Delete’ button
- Restart Internet Explorer
- In FireFox click the ‘Open Menu’ (3 horizontal lined icon) button from the right of the menu bar
- Click ‘Options’
- ‘Privacy’ tab
- ‘Clear your recent history’ link
- From the drop down menu select ‘Everything’
- Under ‘Details’, ensure Cookies and Cache are ticked
- Click ‘Clear Now’
- Restart Firefox
- In Chrome, click the ‘Customise and control Google Chrome’ icon (3 horizontal lined icon)
- Click ‘History’ from the list
- Click the ‘Clear Browsing Data’ button
- Select the ‘obliterate the following items from’ to ‘the beginning of time’
- Select the check-boxes for ‘Cached images and files’ and ‘Cookies and other site and plug-in data’
- Click the ‘Clear browsing data’ button
- Restart Chrome
Safari (on Mac)
- When in Safari, click the cog wheel icon on the top right menu bar
- Select Reset Safari from the drop-down.
- Select ‘Cache’ and ‘Cookies’ from the list
- Click the Reset button.
- Exit and re-launch the Safari
Step 3 – Trying another browser
To double check that it’s not a browser issue we always ask that you try and log in using a different internet browser, this way we can completely rule out anything to do with that. Two browsers that you can try are Mozilla Firefox and Google Chrome – just click on those links to download.
If you can’t replicate the problem on another Internet browser then it seems the problem is local to that.
Step 4 – Testing your connection
A crucial thing to check with speed issues in your local Internet connection speed. To double check your line is OK click here to perform a line test.
During this test the crucial thing to look for is;
- Packet loss – the higher the number of packets lost the slower and more unreliable your speed will be.
- Average Latency – the time in milliseconds that its taken one bit of data to reach your computer and get send back. The higher the number here the slower your connection will be.
- Jitter – the difference between the highest and lowest points of latency. This is a good measure of how stable and reliable your connection is, the higher the number the less stable your connection is.
If your results are coming up quite bad the best people to speak to would be your internet service provider, they should be able to give you a bit more information and help you address and any connection problems. If your results look good then take a screen shot and move on to Step 5.
Step 5 – Getting your details and contacting support
If you’re still having trouble just drop the friendly folks at support an e-mail at [email protected]ashflow.com and be sure to include the following details:
- Your username
- Copy and paste the details from http://www.supportdetails.com
- Confirmation that you’ve tried clearing your temporary internet files
- Confirmation that the problem happens in another browser
- A screenshot of your line test
- What server you are on if possible. You can find this out by going to Settings > Advanced Settings > Scrolling all the way to the bottom and on the right hand side looking for either Lisa 1 or Lisa 2. If you could let us know which one you’re on that’d be great.
- Any other relevant details such as when the problem started