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Hosted Services and Self Service Slowness

Christopher Cuhel
$organization

Hello,

I thought I would reach out in the forums to see if any other Hosted Services (formerly RAMP) clients have issues with Tessitura responsiveness and Self Service slowness.

I have noticed over many years of using Hosted Services that once you click the icon for Tessitura to open, it take FOREVER for the client to actually open. I have done as suggested and deleted every single printer I have access to (which isn't very many) and Tessitura still opens incredibly slow. We have also found that large reports will either make Tessitura unresponsive requiring a force close or just crashes. We've also noticed that when you try to delete a large amount of names from a list, Tessitura will become unresponsive requiring a force close or just crashes.

Self Service has been INCREDIBLY slow for us ever since the switch to AWS. I have timed the creation or deletion of a new user account in Self Service and have had times of 3-5 minutes for a profile to be created. When I go to delete a profile, not only does it take for ever to delete each token, it also takes forever to delete the profile.

I just wanted to see if any other Hosted Services clients have noticed these issues and how you overcame them...if you did...or are you just living with them?

- Chris

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  • $organization
    Hi, Melissa,
     
    Honestly, it’s really slow, but it has ALWAYS been really slow. This has been a standard complaint from our users since we launched with RAMP in 2018, and in fact in some of our sites have modified their staffing plans to avoid having to have staff log on/off mid-shift because they know it’s painful to get back on when a customer is waiting.
     
    Is there a benchmark of what your team would consider to be a “normal” launch speed vs. an abnormal one? We can open a ticket and report slowness (and, in fact, I think have done this at various times over the last few years.) But without some standard of what is considered acceptable performance, it’s a little hard to know when it’s worth trying to make a fuss about it.
     
    For reference, I just logged into the client, and from the time I clicked the “Tessitura Prod” icon on the Citrix desktop to the time the client was ready for use was 1 minute 24 seconds.
     
    The fact that it’s a two step login process makes this seem even longer – it would be great if we could offer our users a single icon that would open the client without having to pause at the web dashboard in the middle.
     
    -David Dwiggins
     
  • $organization in reply to David Dwiggins

    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

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  • $organization in reply to David Dwiggins

    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

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