This guide helps system administrators understand what to check and report when a Ciphr system is running slowly for all users.
Contents
Steps to follow
Gather information for support
Collecting accurate details helps Ciphr support investigate performance issues quickly.
- Note the approximate time when the slowness started.
- Check if every user in your organisation is affected.
- Identify if any parts of the system are working normally.
- Monitor whether performance improves or worsens and record any changes.
- Please provide as many examples as you can across your team.
- For individual examples, a trace file of the browser session can also help Ciphr support diagnose the issue.
| Affected User | Date/Time | Action taken | Time taken | Does an error occur? | Screenshot | Internet Speed | Connected to a VPN? | Home/Company Network |
|---|---|---|---|---|---|---|---|---|
| Joe Bloggs | 03/05/26 - 16:40 | Loading Verification page | 45 seconds | Yes |
Provide screenshot including date/time |
125 Mbps (Screenshot results if possible) |
No | Home |
| ⚠ Important: Site-wide slowness is usually caused by platform or infrastructure issues, not by anything in your organisation's configuration. |
Report the issue to Ciphr support
Providing clear information helps Ciphr match your report to their service monitoring.
- Contact Ciphr support and include the details you have gathered.
- Update Ciphr support if the performance changes while they investigate.
Related articles
- How to raise a ticket through the Customer Care Portal
- Diagnosing performance issues by providing a trace file
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