If your CRM feels slow, the steps below will help you identify the most likely cause and either resolve it yourself or gather the right information before contacting support.
📌 Before you start: Check whether there is a known issue or ongoing maintenance that could explain the slowness. If we are aware of a platform-wide incident, our support team will be able to confirm this when you contact us.
Step 1 - Identify how many users are affected
Ask your colleagues whether they are experiencing the same slowness right now.
Only you are affected → go to Step 2 (single-user checks).
Some users are affected, but not all → go to Step 3 (subset of users).
All users are affected → go to Step 4 (company-wide checks).
Step 2 - Single user affected
If only you are experiencing slowness, work through the following checks in order:
Clear your browser cache and cookies. Stale cached data is one of the most common causes of slowness for a single user. See our Clear cache and cookies article for browser-specific steps, including instructions for clearing the Access Evo (Workspace) cache.
Try a different browser or an incognito/private window. If the system is faster, a browser extension or setting is likely causing the issue.
Check your internet connection. Run a speed test or try loading another website. If your connection is slow or unstable, contact your internet provider.
Restart your computer. This clears temporary files and resets your network connection.
If none of the above help, note what you were doing when it was slow (e.g., searching, saving a record, loading a report) and contact us via the Access Digital Assistant.
Step 3 - A subset of users affected
If the affected users share something in common, that is the most likely cause. Check the following:
Are all affected users on the same office location or network? If yes, the issue is likely local network or Wi-Fi. Ask your IT team to check the network connection at that location.
Are all affected users on the same terminal server? If yes, that specific terminal server should be investigated — check its CPU and memory usage.
Are all affected users on Wi-Fi? Try connecting via an Ethernet cable instead, or move closer to the router.
Are all affected users performing the same task (e.g., running a specific report)? If yes, the issue may be task-specific. Note the task name and contact support.
Step 4 - All users affected
If all users are experiencing slowness at the same time, the cause is likely the database server or a wider network issue. Your IT team should:
Run ping tests from users' PCs to the database server. High response times or timeouts point to a network issue that your IT team can investigate.
Check CPU and memory usage on the database server. If either is consistently high, the server may need to be restarted (only after notifying users).
Check whether any anti-virus scans are scheduled during working hours — these are a common cause of server-wide slowness and should be scheduled outside of business hours.
Check whether any large or complex queries are running. A single long-running query can degrade performance for all users.
⚠️ Only restart the server after informing all users. An unannounced restart will disconnect everyone currently using the system.
Step 5 - Is the slowness task-specific?
If the CRM is only slow for a specific action (e.g., loading the Contract Job Manager, running a DataEngine report, or opening a candidate record), that points to a data or query issue rather than a server problem.
Contract Job Manager loading slowly: try adding a date to jobs without one and archiving jobs that are no longer live. See the Contract Job Manager is slow to load and refresh article for details.
DataEngine table or report timing out: the underlying query may be too complex. Try narrowing the date range or reducing the number of columns. If the issue persists, contact support with details of the query.
A specific record or screen loading slowly: note the record type and what you were doing, then contact support.
Still experiencing slowness?
If you have worked through the steps above and the issue is not resolved, contact us via your Normal Support Routes. To help us investigate quickly, please include:
How many users are affected and from which locations.
When the slowness started.
Whether it affects all tasks or only specific ones.
Any steps you have already tried from this guide.