board freezes constantly for end-user

Unknown
Unknown
in Platform

I have several of my Board end-users that continually have Board freeze on them when they are trying to load different screens. So much so that they have to exit out and terminate Board on task manager almost every time they get into Board. My Board does not have this problem, and even the majority of other end-users do not have this problem. Would this be an instance of having our IT department re-install their Board? Or their computers not having enough memory to run Board properly. Any ideas that I could pass on to the end-users would be greatly appreciated. Thanks!

Answers

  • Paul Wyatt
    Paul Wyatt Customer
    100 Comments 100 Up Votes 100 Likes Second Anniversary

    Hi Todd Andersen

    Some more information would be really useful:  

    1. What version of board are you using?
    2. Are you talking about a client install solution or are your users accessing through WEB? 
    3. If WEB, what browser are they using?

     

    BOARD v9 and below are not good on the web.  BOARD 10 does not play nice on IE11 or below and using IExx is a security risk as it is no longer supported.  BOARD 10.x is great on EDGE and CHROME.  

     

    Initially, what you describe sounds like issues one could experience with a client-install and, as BOARD is an in-memory application, low memory devices would struggle with a reasonably complex model. 

    A decent device which had a number of power hungry in-memory applications installed would also suffer - I'm talking about developer machines which will usually see local SSMS database sources, Power-BI, O365 desktop, plus additional desktop installs like Qlik-sense, etc.  Of course, 32/64bit architecture would also have a part to play.  As I said, more details would help in providing a relevant response to your issue.

     

    Look forward to your reply.

     

    Regards,

     

    Paul Wyatt

  • Unknown
    Unknown

    1) we have version 10.1.2

    2) we have a client install solution

     

    Thanks!

    Todd

  • Unknown
    Unknown

    Todd

     

    Are these users in same office or dispersed in different offices?

    I am guessing Board server is on-prem? Are you in same location of the Board Server?

    Do all clients use same port to connect to server?

    -Mike

  • Unknown
    Unknown

    Users in same office.

    Board server is on-prem. We are in the same location as server.

    And yes, I believe all clients use the same port. 

     

    Todd

  • Paul Wyatt
    Paul Wyatt Customer
    100 Comments 100 Up Votes 100 Likes Second Anniversary

    Hi Todd,

    There are so many factors with your particular installation setup which could impact your use.  Have you considered contacting BOARD and, using your service agreement on which you have between 24 and 72 service hours included, tried to diagnose what is causing your lagging service? 

     

    Your issue appears to be one of installation, not usage or technique.  I would have thought that your BOARD accout manager would be interested in resolving a client's inability to fully utilise the product they had purchased, possibly for free under the service & maintenance contract.

     

    Sorry that I cannot offer any technical advise to you.

     

    Kind regards,

     

    Paul Wyatt

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