This article explains what to do when the Smartr365 platform is slow or unresponsive, and how to check for known performance events.
Overview
Smartr365 occasionally experiences performance degradation due to infrastructure events, database load, or third-party service issues. When this happens, pages may load slowly, searches may time out, or actions may fail without a clear error message.
Steps to Take
Check your internet connection — confirm other websites load normally from the same device and network.
Clear your browser cache and try again in an incognito/private browsing window.
If the issue affects multiple advisers at your firm, it is likely a platform-level event. Contact Smartr365 Support and report it as a potential incident. Include:
Which specific actions are slow or failing (e.g. case search, document upload, fact find saving)
The approximate time the issue started
How many users are affected
If the issue affects only one user, try on a different browser, device, or network (e.g. disable VPN or switch from Wi-Fi to mobile data).
Common Issues
Applications search page times out or shows an error: This is a known scenario during high-load events. Wait a few minutes and retry. If it persists, contact support.
Documents fail to save: Platform-wide document save failures are typically infrastructure events. Do not keep refreshing and re-entering data — wait for confirmation from support before retrying to avoid duplicate entries.
Fact Find fields returning errors on save: HTTP errors during platform-slow periods may be transient. Wait a few minutes and retry. If the error is specific to one module (e.g. occupation, income), contact support.
Issue only on one machine: Local issues (browser extensions, outdated cache, corporate proxy/firewall) are the likely cause — try a different browser or device.