If the Basic Troubleshooting did not solve the non-responsiveness and you would like to get a bit techy in identifying the connectivity issue then, try the advanced level troubleshooting. 

I. CPU Utilization

Computers may slow down due to heavy utilization of CPU by some applications. You can verify the CPU consumption and thereby end certain unnecessary tasks running on your computer to improve the performance of your system. Let’s see how to do that in Windows.

Task Manager in Windows

  1. Open Task Manager (Hit Windows key and search Task Manager)
  2. Click More details to open all the tabs in Task Manager
  3. Go to the Performance tab and verify the CPU consumption when Zenoti app is closed. If it is above 50-60, there could be other applications not giving out enough CPU. 
  4. End the tasks that are utilizing CPU more.
     - Go to the Processes tab in the Task Manager.
     - Select the unnecessary applications (such as Windows search indexing, Virus
       scan operations) and click End Task.  

II. Flush DNS

DNS stands for Domain Name System. DNS servers convert a domain name (such as abc.com) into an IP address (example: 192.0.32.10) and vice versa. 

Your computer saves all the DNS entries in local cache to avoid fetching from Domain name Server(DNS) every time you use the same domain name(URL). These DNS entries pile up (DNS cache) eventually. The domain names and IP addresses combination can change after sometime and your computer fetches the new combination from DNS again.

When DNS cache accumulates more and more, your computer could slow down. You can flush the DNS cache and try to improve the speed.

Flushing the DNS settings empties & repopulates the DNS settings in the client for situations where the DNS settings are incorrect/out-of-date

For Windows

  1. Press the Windows key on your keyboard. 
  2. Type cmd.
  3. Right-click on the cmd program link and select Run as Administrator.
  4. A confirmation message appears asking whether you want to allow the app to make changes to your device. Click Yes.
    Command Prompt opens in the Administrator mode. 
  5. Type 'ipconfig/flushdns' and press Enter on the keyboard.
  6. You see a message on the command prompt saying 'Windows IP Configuration - Successfully flushed the DNS server cache'.
  7. Close Command Prompt and try using Zenoti web application.

III. Diagnose and Share the Report with Us

The sooner you diagnose and share the report, the faster we can reinstate things for you. 

Diagnosis involves you getting a bit more technical. It's cool, so, just try out.

1. Traceroute Command

Sometimes there could be interruption in data transmission via internet from your computer. The traceroute is a function that traces the path from one network to another and helps identify the location on the network path that has the information timeout problem. 

The traceroute command MUST be run from the computer that is experiencing the problem in connecting with Zenoti. 

Follow the directions below to run the traceroute command based on the operating system of your computer and save the results to send to Zenoti.

For Windows:

  1. Press the Windows key and type cmd.
    Command Prompt opens. 
  2. Type tracert .zenoti.com and press Enter key on the keyboard. 
  3. Let the tool run until it says "Trace Complete".
  4. Take a screenshot of the results shown on Command Prompt after ‘trace complete’ and save the image on your computer.
  5. In the results, the location number showing a star * is the probable location where the information timed out.

2. Prepare a HAR file

HAR is acronym of  HTTP ARchive format, which tracks the log of web browser's interaction with a site.  

Our support team may require you to generate HAR files from your computer and share with them, to troubleshoot issues for problems listed below.

  • Performance issue: slow page load, timeout when performing certain task
  • Page rendering issue: incorrect page format, missing information

Prepare HAR file from Chrome:

  1. Open a Chrome browser > go to menu (3 vertical dots beside address bar) > More Tools > Developer Tools.
    Developer Tool pop up appears.
  2. Go to the Network tab on the Development Tool.
  3. Select Disable Cache option to prevent caching of resources for this specific page.
  4. Press F5 on your keyboard to refresh the refresh the page. The tool starts capturing the traffic between the browser and the server. Let the screen load full data.
  5. After completion, right-click and select Save as HAR with content.
  6. Give the file a descriptive name that contains your business name, Zenoti client ID. type: .HAR at the end of the file name (example: mybusinessID123456.HAR).
  7. Save the file in an easy-to-find place, so you can send it to Zenoti.

Prepare HAR File from Mozilla Firefox:

  1. Open Mozilla Firefox. Go to Menu (click hamburger icon) > Web Developer > Network.Developer tool appears.
  2. In the browser, navigate to all the pages in your Zenoti site that are experiencing slowness. The tool you just opened will start a log.
  3. Once you have visited all the slow pages in your Zenoti site, move your cursor down to the Developer Tool and right-click on any of the lines listed. 
  4. Select Save All as HAR.
  5. Give the file a descriptive name that contains your business name, Zenoti client ID. type: .HAR at the end of the file name (example: mybusinessID123456.HAR).
  6. Save the file in an easy-to-find place, so you can send it to Zenoti.

3. Get IP Address

Your IP Address is like a location address of your device. Knowing your IP address will help Zenoti to investigate what is causing your Zenoti site to slow down.

  1. You can know your IP address from websites like IP Location
  2. Take a screenshot of your IP and send it to us.

See Also

Unable to Login into Zenoti

Basic Troubleshooting: Zenoti is not loading or responding slowly

Planning for the Unexpected

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