Slower than expected speeds

Issue:  
Screen updates from the remote computer are slower than you expect.

Cause:
1) Typically saturated upstream on the Customer's connection, or a router issue.  Cause varies, see below
2) If your customer is on a dual-monitor system, refer to this article: http://instanthousecall.uservoice.com/knowledgebase/articles/315995

Solution:
The speed of your Instant Housecall session is directly related to the upstream bandwidth on your Customer’s internet connection. If you’re finding that speeds are slower than you expect:

1) Make sure that your customer isn’t running software in the background that consumes a lot of bandwidth.

Some common programs that consume a lot of upstream bandwidth include Skype, Skydrive, Google Drive, DropBox and Torrent software.

Any computer on the same network using a lot of upstream can cause your connection to slow. Some remote software will disable these programs to prioritize their own traffic. Instant Housecall does not disable other programs allowing you to troubleshoot them remotely if you need to.

If you pause those programs on all computers on your Customer’s network, and speeds still are not what you expect,

2) Reboot your router and your customer’s — a good router can make a big difference. Some routers get gummed up over time.

If the reboot works, check with the router manufacturer for a firmware upgrade.

If the problem still persists,

3) Open a command prompt on both sides of the connection and type “ping -t google.com”. This will test to see if you have a consistent internet connection. If you are seeing drops, it means there’s a problem with the network on one side of the connection.

In the event of an unexpected network interruption, Instant Housecall will try to automatically reconnect to you once the network is restored.

Finally, if the problem persists, open a support ticket with your details, and we’ll work with you to resolve the issue. You can also call 1-888-838-4050 / +1 416-871-4725 for live one-on-one support.

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