Items to Check if VM Cloud is Running Slow

Items to Check if VM Cloud is Running Slow


VM Cloud PMS is a cloud-based system, and as such there are some aspects, such as internet speed, network, computer speed, etc., that are impossible to control. 
Taking that into consideration, we do have a few troubleshooting steps we can take with you.

Common Items to Check

What tasks were ongoing when VM Cloud began to operate slowly?
Try to gather as much information as possible. 
The first question our support technician will ask is what action or task was being taken when you noticed VM running slowly:
- What action was being taken within the system?
- What section of VM were you on?
- Were you trying to generate a report?
- Were you perhaps attempting to do a check-in/check-out?
- Did it freeze at printing reg card/folio or when processing the guest's credit card?
- In how many browser tabs is VM Cloud open?
- Are you using Chrome browser?

Is Windows Up to Date?
It is also highly advised to reboot your computer at least once every 7 days: Simple Habits to Keep your Computer Running Smoothly

Are the workstations using Ethernet or a WI-FI network?
Learn how to find which network you are using: Ethernet vs Wi-Fi Network Connection
For security reasons, your hotel's front desk network should always be connected to the internet through Ethernet and not on WI-FI. 
If you notice that any of your workstations are on Wi-Fi, you'll want to get them on an Ethernet connection.

Do the computers have an active firewall and/or anti-malware software running besides Windows Defender?
Some antivirus may be less helpful than we think, depending on how it is set up.
Review our advised and non-advised software: Antivirus: What we advise and not advise!
You may also need to give permission within your security program to allow the Visual Matrix URL to operate fully. In other words, you may need to set Visual Matrix in your antivirus/anti-malware program as a safe and secure URL.

Check the Network Speed
The easiest way to do so is to type Speed Test into Google Search.
What we are looking for will be the download speed per Mbps (MegaBits per Second). To be considered High Speed, you have to be over 25 Mbps on download.


Difference between Bytes and bits
A Byte is used when referring to storage space and files. For example, your hard drive space is 500GB (Gigabytes).
A bit is used when referring to network and download speeds. For example, your wireless is connected at 54Mbps (Megabits).
Click HERE for a more in-depth article.

Try to do a Hard Refresh on your Browser
A hard refresh offers a quick and easy way to clear the browser's cache for a specific page, forcing it to load the latest and greatest version of it. A hard refresh of the page would be the first option to try before entirely clearing your browser cache.
There are three ways to do a Hard Refresh:
- Hold down Ctrl (Control) + Shift and click R
- Hold down Ctrl (Control) and click the Reload button on the browser
- Hold down Ctrl (Control) and click F5

Manually Empty Cache and Cookies
Click on the three dots at the far right and click on History > History > Clear Browsing Data (on the left side panel).
Choose Advanced and keep the boxes by default. Normally Password and other sign-in data will be the only unchecked box.
Make sure the Time Range is set to All Time.
Click on Clear Data.
Make sure you close and reopen your browser.



Make sure Chrome is up to date
Visual Matrix Cloud operates within a web browser, such as Google Chrome or Edge.
Any browser based on Chromium (Chrome) should work for VM Cloud, provided it is up to date. 
Browsers need to be kept up to date so VM Cloud can function properly.

If you see the icon Update at the far right of the URL bar, your browser needs to be updated.
Click on Update and restart your Chrome browser (close every tab and reopen Chrome).



Manually Verify if Chrome is Up to Date
Click on the three dots at the far right and click on Help > About Google Chrome.



Does the browser have extensions installed?
A browser extension is a small software module for customizing a web browser. Browsers typically allow a variety of extensions, including user interface modifications, cookie management, ad blocking, and the custom scripting and styling of web pages. Browser plug-ins are a separate type of module.
Although browser extensions can be hugely useful, plugging gaps in functionality, adding cool new features and options, and generally just making life on the web more convenient, not only could a browser extension track every page you visit, download your passwords, and your personal information, but by downloading a dangerous extension, you could inadvertently download malware, adware, and trojan horse viruses.
To check if you have some extensions, you can go to chrome://extensions/ or click on the three dots at the far right and click on More Tools > Extensions.
If you see an extension you're not familiar with, you can remove it. 

Try to record VM Cloud running slowly as it's happening

Of course, we do prefer to try to re-create the issue and troubleshoot it on our side, but sometimes the issue is one that's not easy to re-create, or perhaps it's not a consistent slowness and when you speak to support, it just so happens that it has resumed normal function.
We give you a way to record what happened in the Cloud and save it: How to record your experience in the Cloud
You can open a ticket for support and attach the file directly to the ticket.

Require assistance with that article?

What is the error? 
What were you doing when this error came up? 
Has anything specific that you noticed that causes this error when you see it? 
Is this happening on all PCs or just one? 
Does this error affect more than one thing in your system? 
Can you provide a screenshot of this error? 
Can you reproduce this error at will? 
Providing responses to the following questions in your ticket could expedite your resolution.


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