Forum Discussion

flashscuba's avatar
flashscuba
Active Contributor
2 months ago

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
    2 days 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. 

  • Marc-Andre's avatar
    Marc-Andre
    Active Contributor
    28 days ago

    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.

    • phi148's avatar
      phi148
      Active Contributor
      20 days ago

      Yep, this is exactly the issue I have as well.

  • phi148's avatar
    phi148
    Active Contributor
    20 days ago

    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.

  • phi148's avatar
    phi148
    Active Contributor
    20 days ago

    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).

  • flashscuba's avatar
    flashscuba
    Active Contributor
    18 days ago

    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. 

    • Marc-Andre's avatar
      Marc-Andre
      Active Contributor
      17 days ago

      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.

  • yangk's avatar
    yangk
    New Member
    30 days 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!

    • KateG's avatar
      KateG
      GoTo Moderator
      29 days 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. 

  • motog's avatar
    motog
    Active Contributor
    29 days 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.

      • Marc-Andre's avatar
        Marc-Andre
        Active Contributor
        20 days ago

        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.

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 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.

     

    • Marc-Andre's avatar
      Marc-Andre
      Active Contributor
      16 days ago

      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.

      • yangk920's avatar
        yangk920
        Regular Visitor
        16 days ago

        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!

  • phi148's avatar
    phi148
    Active Contributor
    17 days ago

    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.

    • flashscuba's avatar
      flashscuba
      Active Contributor
      17 days ago

      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. 

  • flashscuba's avatar
    flashscuba
    Active Contributor
    16 days ago

    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. 

    • GlennD's avatar
      GlennD
      GoTo Manager
      16 days ago

      @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. 

      • phi148's avatar
        phi148
        Active Contributor
        16 days ago

        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.

    • Marc-Andre's avatar
      Marc-Andre
      Active Contributor
      15 days ago

      Thanks flashscuba for the other companies. I'm looking at Zoom phone. It's sad but since the official version of Grasshopper seems to be telling us that we are isolated cases and to change internet providers, and that all the tests I did with my provider did not show any problem, I see myself forced to solve my telephony problem by going to see other companies. Grasshopper, if you don't take our complaints more seriously you will lose customers. We tell you that there is a problem since the updates last summer. My team and my customers are tired of having to put up with telephony problems.

  • yangk920's avatar
    yangk920
    Regular Visitor
    16 days ago

    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?