Troubleshooting - If you think Collins is down, not loading or working as usual? - Troubleshooting Tips to action

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. 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 the minimum time needed to send the smallest possible amount of data and receive a response. Ping tests are measure in ms units (1000 milliseconds = 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 you are 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 bandwidth 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 toolbar)


> What page/function is not loading/running slowly?

For Example:

  • Loading the enquiries list

  • 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?

> 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. Please, see our guide here on how to bring this up to take a screenshot.  


  1. Troubleshooting - How Do I Clear My Browser History/Cache?
  2. Troubleshooting - How to clear your browser history/cache [VIDEO]
  3. Troubleshooting - Having issues with the system on a specific device
  4. Troubleshooting - If you think Collins is down, not loading or working as usual? - Troubleshooting Tips to action
  5. Troubleshooting - How to take a screenshot of the Console
  6. Troubleshooting - How to take a screenshot of the console [VIDEO]
  7. Troubleshooting - Something not looking right? Here's how you raise an issue with our team
  8. Troubleshooting - Why does my DesignMyNight page say: ‘We are currently not taking online bookings?’
  9. Collins Support - How to contact, knowledge resources and troubleshooting advice
  10. Daily usage - Dashboard - Service Status - where to check for issues within the system
  11. Daily usage - Help! I’ve accidentally closed bookings for the day on the Dashboard. How do I reopen?
  12. Daily usage - It Says: ‘This Booking Is Out of Date. Refresh’
  13. Daily usage - Email Delivery issues - Notifications and things to note
  14. Daily usage - Our confirmation emails are not being received!
  15. Daily usage - Attachments are not opening on the customer’s side
  16. Daily usage - How to remove a future booking from the waitlist
  17. Daily usage - Why aren’t all my labels showing?
  18. Daily usage - Why are my bookings going straight to ‘left’ when I check them in?
  19. Top Tips - Collins Spec Sheet
  20. Top Tips - Collins Supported Browsers
  21. Top Tips - Night Mode
  22. Top Tips - Collins Domains
  23. Top Tips - GDPR in Collins
  24. Venue Settings - Bookings are closed on the widget but I don’t know why?
  25. Venue Settings - Testing your booking type rules
  26. Venue Settings - Testing your booking type rules [VIDEO]
  27. Venue Settings - The time on my Diary view does not start on the hour
  28. Venue Settings - I’ve added another Booking Type but it’s not appearing on the widget on our DesignMyNight page?
  29. Pre-orders - Customer is unable to access the Menus. Can I reopen the Pre-order link?
  30. Pre-orders - I’m trying to add items to my menus but they’re not appearing in the Pre Orders drop-down list
  31. Pre-orders - Pre-order link says: 'This booking is not eligible for pre-orders.'
  32. Collins Pay/Auth - How do I unauthenticate a card?
  33. Collins Pay/Auth - I’ve set up customer payments to automatically take a deposit at the point of booking but it’s not working
  34. Collins Pay/Auth - When entering their card details, a customer has received an incorrect postcode message but they’re saying it’s correct. What do we do?
  35. Collins Pay/Auth - Refunding a customer when they have a new bank card
  36. Collins Pay/Auth - Customer is saying they have been charged twice. How do I check this?
  37. Collins Pay/Auth - The customer says they’ve been charged £1
  38. Collins Pay/Auth - Why am I not getting an alert in the Notification centre when a payment is made
  39. Collins Pay/Auth - Why doesn’t the payment record display any card details?
  40. Collins Pay/Auth - What happens if my customer emails me with their card details?
  41. Collins Pay/Auth - The customer can see on their app that payment has been taken, but we never received it?

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