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.  

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