Summary

This guide explains the reason why performance issues happen, and what checks need to be done to help resolve the issue.

Description

There may be times when Sage Accounts Production appears to be slow to open a dataset, save changes or the software will show as "Not responding"

Resolution

Not Responding

On large datasets or on slow processes you may get a Windows warning that the software is "Not Responding"

This warning can often be misleading as it can indicate that Windows mistakenly believes that the software is not responding when in fact it may be working in the background (for example re-indexing a dataset)

We don't recommend forcefully closing the software whilst attempting to access a client, as this can lead to other issues and normally we would advise to wait unless the time becomes excessive.

Data checks/re-indexing

The speed of these functions can be slowed down by having a lot of transactions in your client, and on large datasets can take 10 minutes or more.

The speed of all software functions can also be impacted by

  • other programs running on your PC
  • network speed issues
  • User Account Control (UAC) or user permissions
  • Anti-virus, firewall or other monitoring software (e.g. malware scanners etc)
Troubleshooting environmental issues

Some ways to determine whether the speed issues are local to one PC or caused by something on the network

    1. Try doing the same task on another PC
      • if it isn't slow on the other machine it indicates an external factor on the original PC is causing the issue
      • if it is slow on the other PC as well it could indicate the issue is on the network
    2. Take a backup of the client, the restore it - but when you restore it choose a folder on your local C: drive to restore to

If the data works fine when stored on the local PC it indicates a network issue, possibly permissions/firewall or other general speed issue

    1. Try running the software as admin by right clicking on the shortcut and choosing Run as Administrator

If the software and data runs fine in this mode it suggests a permissions issue or potentially UAC

If the issue has proven to be network or PC specific, it is likely we will recommend you speak to your IT person to diagnose and resolve the issue - which may include them needing to add exceptions to the anti-virus or firewall, or to increase permissions of the user.