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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
This is a losing battle with Grasshopper. We’re piloting a new system. TBD. Will keep y’all updated.
Can you confirm this is the same company? Same platform?
Hi yangk920, that is GoTo Connect not Grasshopper and they are not the same thing. Please call Support and provide example calls from today.
Grasshopper posted this today. Unfortunately, we are still having major issues. It seems to be even worse then before this posting. Is anyone else still having issues?
It happens to me and my team every single day. The longer the call goes on, the worse the delay becomes. I've provided logs to customer service and they see the delays as well. However, our network connection and upload/download/ping is rock solid.
@flashscuba I understand the frustration, but we are not ignoring these reports and while we do release regular updates that is not what is happening here. If there was an issue introduced in a recent update we would be able to recreate what you are reporting and observe it. We would also have the majority of our customers reporting this issue.
The team is reviewing the information that has been gathered so far, but more examples would be helpful. So when experience this issue please continue to provide support with the call details so we have more to work with.
I agree. At this point, I'm investigating other vendors. I'm solo, so I don't have big needs, just effective and efficient needs. I definitely need a text auto response to missed calls, and not all of them offer that. I'm looking into Zapier, Dialpad, and OpenPhone. Anyone else have any suggestions? I do not need as much as what Grasshopper offers with the virtual receptionist, however I have been very happy with the service up until this issue that they are ignoring. I suspect there was a software update in late August that has caused this issue but they won't look to figure it out.
I am super disappointed that no one from Grasshopper is attempting to respond to this forum with concerns. Our team has attempted to work with them giving them all types of call logs, times, dates, users, etc. They're response is that it's not Grasshopper, it's our network, etc - which it clearly is not.
To Grasshopper - you can easily replicate this issue by using your own app to make a call out. Play music on one end and listen on the other end. This will replicate and confirm the lagging issue. Then go and fix it!
I don't want to give a lesson in crisis management to Grasshopper, but it might be good to have a reaction from you. Do you have any solutions other than telling us that the problem comes from our systems because that is clearly not the case? At the moment, your silence encourages me to also look at your competitors' offers.
Yes, it's constant and I also am looking for other providers. Ring Central is too big for my needs, and I love the Grasshopper text autoresponder to voicemails, so I need to find one that has that feature.
