This troubleshooting guide will address common issues clients experience regarding their users' access to the system.
One of my users doesn't remember her login or password
Any Primary user of your system has access to the Administrators screen from the Setup Menu. They can view the users setup on your system, find their login, reset their password and also update or inactive their user acct. If a user doesn't remember their password the only option is to reset it.
We are having an issue accessing the system
If you are not able to access our website at all, first test to see if you are accessing other websites as usual. If the issue seems to be only with our website, you might want to check other computers to see if all are experiencing the same lack of ability to bring up the arts-people.com website. You can visit http://www.downforeveryoneorjustme.com/arts-people.com to see if our website is up or down for all, which will determine if it is localized to you or your area. If it is up, and the outage is localized to you, it could be that there is an outage somewhere on the internet between you and our servers. This happens rarely, and is usually very temporary. You can check with your internet service provider to see if they can test. However, it may be an issue with your network, firewall, or your internet service provider. You might want to talk to your network administrator and/or contact your internet service provider to ask them to test.
If however the site above is showing it is down, please call us at 866-788-7853. We may have a recorded message for you. If you do not get the message then please click through to a Client Services rep now on call to report the issue.
If you are unable to access any websites then there is definitely an issue with your computer, your network or your internet service provider. We would suggest investigating those pieces in that order.
We are experiencing delays when accessing the system
As with the above, please test other websites to see if the issue is only with our site. If so, you can submit a help desk issue or call us to see if we have any known issue. If the problem seems localized to your access, check with your network administrator and/or your internet service provider to see if they have some known slowdown. You can also submit a help desk ticket with us and we'll let you know if we've had reports from any other clients or have a known issue. We also publish known issues that might be affecting large numbers of clients in our tech announcements in our help files, and in the announcements forum in our help desk system.
NOTE - We do recommend that you have at least a moderately up to date computer, high speed internet access (not dial up), and an updated web browser. For browser recommendations see Software Recommendations under Web Browser Recommendations.
Possible Wireless network overload:
If you are on a wireless network connection, and your slow down seems to happen only during performances, it could be that your wireless network is getting bogged down by patron's smart phones pinging your network for access. This is becoming a much more common problem as more and more people are carrying smart phones that are constantly searching for wireless network connetions. Here's some details for your network administrator that might be helpful:
NOTE - If you plan to use devices that utilize wireless network in your facility, you may need to take precautions to avoid an overload of your network wireless transmitters by patron's smart cell phones or other wireless network use. Wireless transmitters and networks can only handle so much traffic, and every device that is connecting to your wireless network, OR that is even TRYING to connect to your network, can reduce the performance. For example, we have had clients experience difficulties in live situations and believe it is based on many many patron's smart phones attempting to access their wireless transmitters. Your network administrator may wish to set your wireless network to NOT broadcast SSID. Additional notes from an expert on wireless network setup:
Make sure your network is protected by a WEP key. It may also need to be restricted to specific Mac addresses of the permitted devices. Make sure you have enough wireless repeaters setup near each entrance to ensure a strong wireless signal. Depending on your venue size, you may wish to consider a specific sever dedicated to scanning operations. If your scanners are working fine during testing but failing at show time then something is changing. Evaluate what you are running on the network during the show that you are not running during testing. Are the devices at the edge of your wireless network? This could also result in dropped coverage and poor performance. Check if you have the necessary internet backbone to support wireless scanning, sales, internet use by office staff, etc.
Additional things that could affect your system performance
1) The age of your computer
2) How up to date your operating system is
3) Your choice of web browser and how up to date that software is - trying an alternative browser can sometimes help. Also, check your browser settings for security, etc. If you've made customizations to the settings you might try resetting to standard.
4) Other software or web sites running at the same time
5) Viruses - make sure to update your antivirus software and run anti-virus regularly
6) The speed of your internet connection