Hosted Services and Self Service Slowness

when I tell you I furiously raced to this post to agree with your experiences... it's aggressively bad. 

Yep! I agree with most of this. Some days seem better than others though but there's no consistency. Also, sometimes it take 2-3 tries to successfully open the Tessitura application. 

Agree on self-service being slow.  We also regularly have issues with users trying to log in, and trying to open tessitura (very slow / seems to disappear so user clicks again / opens to bottom of the screen, etc)

Self Service is very slow. 

Logging into tessitura getting the client (or just about any of the apps like SSRS, SSMS, Infomaker desktop etc) can be a waiting game of up to a minute or more depending on the day.  Tricky thing is there that fairly often it won't ope on the first try.  I'm usually opening a bunch of apps so it's a bit of a lucky dip as to which one comes up.  Often I'm trying twice and get the fail message when both attempts appear a minute later. The other thing is getting into the client and "switching on all the lights"  aka opening Analytics, running a Report or opening a list to get those modules warmed up.

On bad days it does make me check my Citrix updates and deleting cookies to get the client to start. 

I must be too patient of a person.  I have noticed all of this and simply assumed that it was because I was trying to work too fast.  When my staff have complained to me about this, I have given them the sort of vague IT reasons we all know well and use sometimes as to why it sometimes takes time for things to load.  But if you all agree, then yes, I agree, too.

Yes, I experience much of this in the EU as well.
I've sort of got used to Self Service being incredibly slow, and generally do user updates while multitasking on something else, so that I'm not driven crazy by the delays.

Hosted services:  the time it takes for the apps to open hasn't been too bad recently, generally within 45 seconds.   Perhaps I just have low expectations!   But large reports are a consistent problem and I experience the same issues as Chris reports (unresponsive, or an error, or full out crash).

Perhaps something to chat to Tessitura about at TLCC?   

Yep, totally finding the same. Ours is mostly taking a long time to load, once you're in most things are fine except List Manager and Analytics. Those seem to take a long time to load, even if you've been in for a while and Tess is "warmed up." We've just learned to live with them as 'quirky Tessitura things' and usually they don't interrupt too much.

We've also experienced a higher than normal instances of Tess completely freezing and having to force quit through task manager (at a previous organization I was at for 2 years, pre-AWS migration, it happened maybe a total of 5 times, at my current organization it often happens once a month to a variety of users).

Relatedly wondering - we often get a pop up about a 'Fatal Disk Error' that's been happening for a while now, on multiple different computers, reported by a lot of different users. Usually we just click ok over and over until it goes away. Anyone else having this error?

Hi Everyone,

Thank you for your feedback, I'm opening tickets now for the team to investigate this as a defect, as this should not be the experience logging into the hosting environment. We will also report back here once we've received confirmation of the root cause.

If any other organizations are experiencing this issue, please open a support ticket at https://hello.tessituranetwork.com so we can track the environments experiencing the latency.

Please let me know if you have any questions.

Thank you,

Melissa Champ

Vice President, Support

I have seen an error like that but rarely. The first things I usually do are check to make sure Citrix and Chrome are up-to-date and then do a full reboot. It never seems to show up again. Like I said...I've seen it very rarely.

Thanks for sharing that.

Hi David,

Generally speaking, launching the application for the first time is very much like turning your computer on in the morning and launching a program. Anything longer than a minute or so should be reported so that we can investigate what might be causing the hang up. Similarly, if there are multiple attempts or freezing, that is definitely worth opening a ticket to investigate.

Other items that help us investigate are including information such as date, time, which user experienced the issue etc.

For your other note for the two step login process, in v16 a significant amount of the application is now web-based and can be accessed directly in a browser without needing to use Citrix. And now that v16 is available, our company's top development priority is to convert the rest of the application to be web-based. That transition will completely remove the need to use Citrix to log into the application.

Please let me know if you have any questions.

Thank you,

Melissa

We had that Fatal Disk Error happen to some users awhile back. I think it can be resolved by Support on a user basis if I'm remembering correctly...