Hi,
This screen has come up lately when I go to login to my online file. Firstly it takes 2 minutes for this screen to load after clicking on my online company file. It has two boxes. I put in my email address and password and after another minute (I did time these) it then asks for my password again. Then another minute to load the file. This is getting very frustrating. I am on Starlink with 84Mbps download and 33Mbps upload.
Hi Oraon,
Thanks for sending through the screenshot.
From what you’ve described, the login delay is what’s pushing things out to around five minutes. I’ve had a look and there aren’t any known latency issues on our side at the moment.
One thing to try is opening the file from within the Open window instead of from Recent Files, as that can sometimes help with the lag. Bigger files, firewalls, or pretty strict antivirus settings can also slow things down, so it’s worth getting your IT team to check those as well.
If none of that helps, the best next step is to get in touch with our support team so we can take a closer look. You can log a support ticket from your My Account page, or chat with our team via MOCA, our virtual assistant.
Regards,
Genreve
