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This can manifest itself in either page errors, screens that never load or take a very long time to load, blank pages, etc. Because of how many possible answers this can have, the first thing we’ll want to do is pin point where the issue is coming from.

 

If you suddenly notice SimplicityCollect running slowly (or not connecting), do you see other websites doing the same thing? If you test other websites and notice many others are loading uncommonly slow, the issue likely lies with your internet connection. We recommend the following:

  1. If you have a modem and/or router, you can try resetting it by unplugging it completely for 2 minutes, then hooking it back up.
  2. Try bypassing the hardware meant for wireless internet connection, and plug your Ethernet cord directly in to your computer.
  3. If this doesn’t help or you are unable to reset your modem and/or router for whatever reason, check with your Internet Service Provider (ISP) to further troubleshoot your connection.

 

Do you notice SimplicityCollect running slowly (or not connecting) but other websites are just fine? If so, there are a few things you can check. Try these steps in the following order:

  1. Sometimes the software will become slower if someone in your company is importing, updating, or deleting a large number of accounts and/or data. Check to see if anyone is currently in the process of using the Account Importer, Account Updater, Debtor File Updater, Transaction File Importer, Account Exporter or Bulk Account Manager tools.
  2. If possible, try connecting to SimplicityCollect from another internet connection (either from your phone, from home, or from another office). If it will connect, this shows the issue may be with your local internet connection.
  3. Try turning off any Microsoft firewall filters or antivirus programs to test if that improves things. If so, you can re-enable them and adjust their settings to be friendlier with connecting to SimplicityCollect servers.
  4. Try switching to a different web browser such as Mozilla Firefox, Google Chrome, etc. Is there one browser that is having the problem, but another works fine?
  5. Depending on the web browser you use, I recommend clearing the browsing history, cookies, and cache. This will keep Simplicity from trying to load any previous data or freezing. To do this you can use CTRL+SHIFT+DEL, or:
    • For Google Chrome: Click on the Customize button (top right of the screen, with three horizontal lines) > Settings > Show Advanced Settings > Clear browsing data.
    • For Firefox: Select the Menu button (top right of the screen, also with three horizontal lines) > Options > Clear your recent history.
    • For Internet Explorer: Select Tools (top right of the screen, in the shape of a gear icon) > Safety > Delete browsing history. Make sure to uncheck Preserve Favorites website data and check both Temporary Internet Files and Cookies then click Delete. You will get a confirmation at the bottom of the window once it has successfully cleared your cache and cookies.
  6. Check with your Internet Service Provider (ISP) to further troubleshoot your connection. Sometimes a firmware update is automatically installed on your modem and/or router, which may block certain ports from connecting quickly (or at all). They will be able to check if a recent update was made and if so how to adjust it correctly.

 

Do you notice SimplicityCollect running slowly (or not connecting) on just *your* computer, but other computers in your company are just fine? If so, try the following options:

  1. Try switching to a different web browser such as Mozilla Firefox, Google Chrome, etc. Is there one browser that is having the problem, but another works fine?
  2. Depending on the web browser you use, I recommend clearing the browsing history, cookies, and cache. This will keep Simplicity from trying to load any previous data or freezing. To do this you can use CTRL+SHIFT+DEL, or:
    • For Google Chrome: Click on the Customize button (top right of the screen, with three horizontal lines) > Settings > Show Advanced Settings > Clear browsing data.
    • For Firefox: Select the Menu button (top right of the screen, also with three horizontal lines) > Options > Clear your recent history.
    • For Internet Explorer: Select Tools (top right of the screen, in the shape of a gear icon) > Safety > Delete browsing history. Make sure to uncheck Preserve Favorites website data and check both Temporary Internet Files and Cookies then click Delete. You will get a confirmation at the bottom of the window once it has successfully cleared your cache and cookies.
  3. Check with your Internet Service Provider (ISP) to further troubleshoot your connection.

 

If you have tried all the options above and still can’t connect properly, contact our Simplicity Support by going to Help > Help Desk to submit a ticket. Provide as much information as possible concerning the steps you have taken above, so we can try to further pin point a solution with you.

 

See anything missing or out of date on this page? Please contact Simplicity Support at helpdesk@simplicitycollect.com.