If you are experiencing slowness or other connection issues in ICANotes, it's a good idea to test your internet connection.

Many times, our users report that they cannot connect to ICANotes, but can access websites such as Google, check email, chat, etc  - please keep in mind that these websites often do not require a steady internet connection to access, whereas the functions of ICANotes (accessing and creating important medical records, in real time) often require not only a steady but reliable internet connection.

A great way to quickly test your internet connection is to follow these steps:

1. Click here: https://www.speedtest.net/
2. Click the "Change Server" button on the right-hand side

 
       3.Type "Secaucus".  This list should update while you type; please select "Secaucus, NJ - Interserver, Inc."
       4. Press the large "GO" button.  

Once the test has completed it will list your Ping and Download/Upload speeds. Below is an example read-out of the speed test results:

In order to operate within ICANotes efficiently, we suggest having at least 3mbps of Download speed per user using ICANotes at your location at that time.

Example:  if there are 5 people in your office using ICANotes, you should have at least 15mbps Download speed.

Additionally, you should compare the speed you receive here with what you are paying for with your Internet Service Provider (ISP)

Example:  If you're paying for 50mb/s Download speeds, but only getting 20mb/s this can be an indicator that there are Network issues that your ISP will need to investigate.

If you aren't sure how much Download speed you are paying for but notice that your Upload speed is significantly higher than your Download speed, this can often be a sign that something has gone wrong with your network speed as well.

Once you have checked your download speed, you also need to check your Ping. Ping is how long it takes data to go from your computer to a server, and the one on the Speedtest website is a good baseline, but we can get a more accurate reading of how long it takes to get from your computer to the ICANotes servers using a Ping command.

To do a Ping command, you need to access the Command line. You can do this by pulling up your computer search/cortana and typing 'cmd', then choosing 'open'.

Alternatively, you can access the Command line  by clicking on the Windows key on your keyboard (usually between your left-side ctrl and alt keys!) and holding down the Windows Key + R

This brings up a Run box, into which you'll want to type cmd, like in the screenshot above.

Click  and you'll see a black command line box

Into this box, you will need to type the following:

ping -t -l 1000 internet.icanotes.com

This command requests your computer to run a Ping test that will continue to send to the target until you use Ctrl+C to stop it (-t) and will send 1000 bytes of data (-l 1000) to internet.icanotes.com

Please note that you will want to run the test for a good 3-5 minutes before clicking Ctrl+C to get an accurate idea of what your ping is like!

As an example:

This shows me that ping time is steady around the 30-59 MS (milliseconds) mark with an average of 31; if you look down below, we can see that I sent 123 packets, and had 0% data loss. 

Data loss shows that your internet may or may not have dropped for brief moments of time during the test; this could lead to very noticeable problems in ICANotes, where it might not show on other websites or uses of the internet.

Additionally, you will want to run a Traceroute test. A Traceroute essentially maps the 'route' that your data takes when sending to our servers, including how long each 'hop' (stop along the route) takes to go through.

You can run a Traceroute test in the same Command box as your Ping test. You would want to type in the following: 

tracert internet.icanotes.com

Take a look at my example - I've outlined a 'time out', which could mean that this particular location is having trouble and that data could be lost at that point. One of these is probably fine, but if you are getting multiple, particularly in a row? That could contribute to slowness within ICANotes.

If your Ping is under our recommendation (under 120ms,) you aren't experiencing data loss, your traceroute isn't timing out and your Download speeds exceed our recommendation then please contact our Support Team (ticket@icanotes.com) and provide as much detail as possible -- screenshots of the above information would be important to include!

Here are some good questions we'd want to have the answers to in order to best assist you:

What is your username?

What were your Download and Upload speeds?
What were your Ping test results?

Are you connected through a hard line (LAN cable) or wirelessly?

Does the slowness occur all the time? 

Does it only occur at certain hours of the day? 

Is it limited to certain sections of the program? 

How many users in your office are experiencing this issue?
Are you in a building that has multiple offices sharing the same internet, or is the building entirely yours?
How many devices are connected to the internet in the office total?
Are there any other devices that are used on the network? (Cell phones, personal devices, printers, servers, file sharing, etc)
What operating system are your computers running?
Do you offer public WIFI?
Who is your Internet Service Provider?
What internet speeds are you paying for? 

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Common Questions

Problem: (Windows) How to Test Your Connection/Report Slowness Issues in ICANotes.

Solution: Follow the steps below to resolve quickly.

1. Check prerequisites and permissions.
2. Follow the configuration steps.
3. Verify the result and retry if needed.