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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.
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.
54 Replies
Happening again today. It is an everyday occurrence at this point. My employees (all at different locations) are constantly reporting this issue to me. I've started to look around, we may change to RingCentral. Please let me know if you guys find similar companies that we can switch to. It is impossible to run a good business this way.
This is NOT a local issue.
It's the same on my side. I checked the quality of my internet connection and no problem was detected. Another point that tends to prove that the problem is on Grasshopper's side is that there are several of us complaining. However, we all live in different cities and all have different systems. It would be surprising if our internet providers or our installations all became deficient, at the same time, since last summer.
ATTENTION GRASSHOPPER! You have an issue that you aren't resolving. I am unable to use grasshopper anymore due to this huge issue that is being ignored. I've had new cables installed from my outside poles to the house, I got a new modem, new connectors. There is NO latency or dropped packet issues here EXCEPT for the excuses you have claimed. This issue obviously needs attention asap.
I just got done with support. The only thing they could say is "network issues".
This is not the case, I have multiple agents, at multiple DIFFERENT locations. We all have excellent ping, upload and download speeds.
Wired or wireless - problem occurs both ways.
I even run localized speed tests when these problems occur and my network is rock solid - with fast upload/download.
I have a feeling grasshopper has no idea what is causing this, but at lease we know it is not just us with the issue.
The sad thing is, we might have to switch to another provider (which will cost more) but we can't continue to run our business this way.
It is extremely frustrating for us (and our customers).
Hello,
I just placed a call to the support team (case 20852576) giving them a call where the problems occurred and they say they did not see anything. However there was indeed a problem with my call. It is as if the latency problems leave no trace in your system.
Yep, this is exactly the issue I have as well.
I have the exact same issue... been getting worse since Aug/Sept. About a 3-5 second delay in voice communication using the desktop application. It is getting so bad, I'm probably going to have to leave grasshopper. Support is not able to fix. We've used grasshopper for years and never had this bad of a lag issue.
Hello,
I confirm that I have the same problem. At the beginning of a call, there does not seem to be any delay, at least it is not noticeable, but throughout a conversation, it seems to increase. This phenomenon has only been present since the fall.
Hi motog, welcome to the community.
If possible, please call our support team when you experience this issue so they can gather log files and call details for investigation.
