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flashscuba's avatar
flashscuba
Active Contributor
7 months ago
Solved

New problem with severe lag

Been using Grasshopper with Desktop App for years now, and love it. Sometime in September 2024, I began having severe problems with voice lag. I've contacted Grasshopper support, whose only suggestion was to delete the app and reinstall it, which did not fix the problem. I brought in a completely different computer for testing this problem, and newly installed the app, and still have the problem on both computers. Here's details.

Computer 1

Desktop, wired internet connection. 16GB RAM, Windows 11. Speedtest indicates speeds over 480Mbps. CPU usage on task manager is minimal, even during lag. Memory usage maxes at 52% of available memory, even when lagging according to resource monitoring. 

Computer 2

Laptop, wifi connection. 16GB RAM with 15.7 available. Windows 10. Latest Grasshopper desktop app downloaded. Same lagging. 

Note that the lag doesn't begin at the start of the conversation. It will only start after 20 minutes of conversation, then is extreme, to the point that conversation becomes challenging. 

I need help asap, this is interfering with my ability to talk with patients. 

  • KateG's avatar
    KateG
    6 months ago

    Hi Everyone, 

    The team has rolled out a fix that should resolve the issue. Please restart your device, if you are still experiencing issues, please let us know. 

    Thanks for your patience and reports. 

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  • motog's avatar
    motog
    Active Contributor
    7 months ago

    I was just chatting with my coworker about this, and also it only starts lagging at the end of conversations. We are using Starlink so we thought it was just related to bad download/upload pings but it pretty consistently happens at the end of 10-15 minute conversations. We have not found a fix yet, but also have not submitted a case either. Most of our conversations are 5-10 minutes so it usually does not affect us.

  • KateG's avatar
    KateG
    GoTo Manager
    7 months ago

    Hi @yangk

    We aren't aware of current issues with the Grasshopper app, typically, we would need call examples with date and time preferably on the same day when the issue happens.  I'm not able to find any recent cases associated with your account, do you have a case number I could review? You can message me by clicking on my username, KateG, which takes you to the next page where you will see an option to message on the top right. Thanks. 

  • yangk's avatar
    yangk
    New Member
    7 months ago

    We are having the EXACT same issues which began at the same time you stated (Sep 2024). Our team of 25+ have been using Grasshopper for 4 years and never experienced this issues. With several tickets submitted, no one from Grasshopper is able to resolve this. We've troubleshooted, collected data, employee surveys, and believe that it IS NOT an isolated issue. 

    Anyone, please HELP and comment if you have found a solution!

  • GlennD's avatar
    GlennD
    GoTo Manager
    7 months ago

    Hi flashscuba, welcome to the community.

     

    I see that you ticket open with Support and they are investigating the issue. As this appears to be a localized issue they will be the best ones to troubleshoot it.