LMS Troubleshooting Guides - System Performance Issues

All 3t Transform software products require a stable internet connection.

We recommend that your internet connection is at least 10Mbit/s. You can check if your internet connection is sufficient by doing a speed test.

You can find a free online Internet Speed Tester here: speedtest.net.

The 3t Transform systems can run on any smart phones, tablets, laptops & PC. If you are using 3t Transform Products on a device that is not officially supported, we cannot guarantee that the service will work as expected

When you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites.

https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop

After clearing Cache and Cookies for all time, please close all internet pages/browsers and re-open them

Check that both the computer and the browser you are using are the most updated. 

You can try to use the 3t Transform product on another device, you can also try changing to a different browser.

Our products are supported on the following browsers: Google Chrome, Mozilla Firefox, Microsoft Edge and Safari. 

Turn off the device you are using for at least 30 seconds.

If these tips have not solved your problem, please follow the instructions below to contact our Customer Support Team for further assistance.

Next Steps:

Please contact our Customer Support Team via the Jira Support Portal and provide a screenshot of your internet speed test and answers to the following questions:

1. Please advise if the performance issues you are experiencing in the system is only effecting specific user types?

   • All Users

   • Training Administrator User

   • Employee User

   • Business Administrator User

   • A single Admin or User

   • Other (Please specify)

2. Please advise which area of the system you are experiencing issues with?

   • The system in general

   • Reporting filters or Specific Report

   • Course bookings

   • Managing accounts

   • Updating bookings or competencies

   • Other (Please specify)

3. Please advise the exact task you were performing when this issue occurred?

4. Please advise if the system performance issues are occurring all the time, or periodically?

5. If the system is periodically slow, are you aware of any other users running reports or processing large volumes of data?

6. Has the system only started performing in this way or has there been a performance issue ongoing for a while? If so, can you recall when this first started happening? 

7. Please advise what internet connection you are using?

   • Home WIFI

   • Work WIFI

   • Ethernet Connection

   • Mobile data (3G/4G/5G)

8. Please advise if you have multiple company location that access this system and if users from all sites are all experiencing this performance issue?

   • Home

   • Office

   • Offshore

   • Other (Please specify)

9. What internet browser are you using?

Once a ticket is raised the Customer Support Team will be able to investigate this and potentially make some suggestions as to what the cause of system performance issue could be.