So you think Collins is down, not loading or not working as usual?

Something not looking right in Collins? Here’s a checklist of things to try to help you diagnose, and maybe even fix the problem.

Internet Connection

As Collins is a cloud based system, having a good internet connection is key to the smooth running of the system. Check both your internet connection and speed; are other websites running slowly as well? To check the speed of your internet, do a speed test here. Please note that the Ping* measurement is just as important as download speed. Do a separate ping test here


0-4mps = sufficient for 1/2 users
5-10mps = 2-5 users
10mps+ = 5+ users

*What is ping? Ping is a method to measure minimum time needed to send smallest possible amount of data and receive a response. Ping tests are measure in ms units (1000 miliseconds = 1 second). Usual values for optics of cable connection is 5-20ms. Wireless (2.4Ghz, 5Ghz,..) close to 30ms. Mobile connection is much worse >100ms.

Collins will work optimally > 40ms and will be sufficient up to 100ms. Anything over this and there may be latency issues.

If slow, you should contact your internet service provider and/or IT department.

Please be aware if using a phone or tablet remotely with 3G/4G internet connection, Collins performance may not be as reliable as when using wifi.

Is your internet a closed network?

Does your computer use a wifi network that is shared with the public such as customer wifi.

What's running in the background?

Some programmes may be stealthily running in the background and are extreme bandwith thieves such as Dropbox, Spotify and system updates. Visit the Task Manager (PC) or Activity Monitor (Mac) and cancel any programs unnecessarily running in the background.

Clearing Browser History/Cache

If you're still experiencing the same issues, then try the following:

  • Clear your browser history

  • Clear the cache on your laptop (the browser might have information stored that's stopping the page from working as normal, then try reloading the page)

If unsure, how to clear the history/cache on your browser - see this guide.

Close Extensions

Close other tabs, extensions, & apps - running various apps, extensions and programs can take up a lot of memory on your device. To free up memory:

  • Close every tab except for the one Collins is open on

  • Quit other apps or programs that are running

  • Check to see that there are no extensions in your browser that would affect Collins (especially in Chrome) - Uninstall any unnecessary extensions from the browser. To do this in your browser's address bar enter about:extensions. This shows you all the plugins installed to your browser. Delete any that aren’t necessary or that may be affecting browser performance.

Close Plug-ins

  • In your browser's address bar enter about:plugins. This shows you all the plugins installed to your browser.  Disable any that aren't necessary.  

Update Browser

Check to see if your browser requires an update to the latest version. For more info on supported browsers and how to update, please read this article.

Logging In/Out and Reporting an Issue

Try logging out of Collins and shutting the browser completely, opening it up again and re-logging in.

Then, if you're finding that it's still the same, please use the 'Report An Issue' button (found in the 'Help' tab in the top black tool bar)


When reporting an issue, do make sure to provide us the following information:

What page/function is not loading/running slowly?

For Example:

  • Loading the enquiries list

  • Flicking through the diary

  • Searching

  • Opening a booking

  • Changing to the grid view / floor plan

Is the page not loading at all or is it that the update button spins but never loads?

What User log in and venue are you trying to access on Collins?

Are there any users in the venue/office that don't seem to have been affected by this?

Using this information we will be able to look into the problem faster and more efficiently. We may then reply asking you to take a screenshot of the 'Console' tab on your laptop, should we need to look into this even further. Ideally we'd need this screenshot to be taken on the page is being affected and/or running slowly.

How to do this:

  • ​On the page when it's happening, right click

  • Click "inspect element"

  • You'll see a screen with lots of code on it (don’t panic!)

  • In the top panel of this new split screen click on "console"

  • Drag the panel up so it covers your whole screen and take a screen shot of what is in the console section (see example below)

  • Send that to us. That is essentially an error report in code on what is breaking on that specific computer.


  1. How Do I Clear My Browser History/Cache?
  2. Having issues with the system on a specific device
  3. So you think Collins is down, not loading or not working as usual?
  4. How to take a screenshot of the Console
  5. Dashboard - Collins doesn’t appear to be working as usual. Is there something happening?
  6. Collins seems really slow today
  7. Something not looking right? Here's how you raise an issue with our team
  8. Collins Spec Sheet
  9. Collins Supported Browsers
  10. It Says: “This Booking Is Out of Date. Refresh”
  11. Customer is unable to access the Menus, can I reopen the Pre-order link?
  12. I’m trying to add items to my menus but they’re not appearing in the Pre Orders drop down list
  13. The time on my Diary view does not start on the hour
  14. How do I unauthenticate a card?
  15. I’ve Set Up Customer Payments To Automatically Take a Deposit at the Point of Booking But it’s Not Working
  16. When entering their card details, a customer has received an incorrect postcode message but they’re saying it’s correct. What do we do?
  17. My emails to customers keep bouncing! What can I do so they deliver?
  18. Collins Pay - Refunding a customer when they have a new bank card
  19. Our confirmation emails are not being received!
  20. Attachments are not opening on the customer’s side
  21. Customer Payments - Customer is saying they have been charged twice. How do I check this?
  22. The customer says they’ve been charged £1
  23. Bookings are closed on the widget but I don’t know why?
  24. How to remove a booking from the waitlist
  25. Why am I not getting a notification when a payment is made
  26. Why does my DesignMyNight page say we are currently not taking online bookings?
  27. Why are not all my labels showing?
  28. Pre-order link says 'This booking is not eligible for pre-orders.'
  29. Why doesn’t the payment record display any card details?
  30. Testing your booking type rules
  31. Night Mode
  32. What happens if my customer emails me with their card details?
  33. Collins Domains
  34. Why are my bookings going straight to ‘left’ when I check them in?

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