Fix lag or slow connection issues

Why is the software lagging or slow?

The software may lag if your connection is unstable.

This issue may not affect other websites or apps.

 

How can I fix lag or slow connection issues?

Connection stability often causes this issue.

Try these steps:

• Restart your computer
• Restart your network equipment (modem, router, or access points)
• Close background applications that use internet bandwidth
• Avoid streaming or downloading large files while using the software
• Use a stable connection (Wi-Fi or wired) and avoid switching between networks

If the issue continues, send us your system and connection details.

 

What information should I send to Support?

Send the following details about your system and connection:

• Your operating system (for example: Windows 10, macOS 10.12)
• Your processor (for example: Intel Core i3, 2.6 GHz)
• Your system RAM (for example: 2 GB, 4 GB, 8 GB)
• Your connection type (for example: cable, DSL, satellite)
• Your internet service provider (ISP)
• Your router or modem model (for example: D-Link DI-624, Linksys WRTG54GS)

 

How can I send log files?

Send log files while the issue occurs so we can analyse the problem.

From the lobby, go to:

• Help
• Log Files
• Type your username and details
• SEND LOG FILES

 

What happens next?

Once you send the information and log files, we will review your case and contact you with the next steps.