Help and Support

Troubleshoot and resolve issues relating to speed and responsiveness when using Digita Suite software

  1. Reset the user profiles.
    • Does the speed issue affect a new user?
    • If not, then you could try removing temporary profile data for the affected users.
      • Close all applications first.
      • For Accounts Production Advanced and Corporation Tax Advanced, the profile data is at
        C:\Users\<USERNAME>\AppData\Local\ homson Reuters\
         and
        C:\Users\<USERNAME>\AppData\Roaming\Thomson Reuters\
        .
      • For other applications, the profile data is at:
        C:\Users\<USERNAME>\AppData\Local\ Digita\
         and
        C:\Users\<USERNAME>\AppData\Roaming\Digita\
        . .
  2. Make sure you're using the latest release of each Digita application, including any patches. The latest version may have speed optimisations and fixes that could resolve the problem.
  3. Check that your PCs, laptops and servers exceed the minimum required specification in the Hardware Requirements documentation.
  4. Windows Updates.
    • Apply Windows updates to workstations and server systems regularly. This will keep computers secure with patches and important updates. It also stops workstations and servers continually checking for updates, which can effect performance.
    • In addition, on the Check for Updates page, select
      Advanced options
       link and tick the
      Give me updates for other Microsoft products when I update Windows
       checkbox.
  5. Database re-index and statistics.
    1. Open the Digita Database Backup tool on the server.
    2. Go to the
      Products
       tab.
    3. Select each database in turn, then
      Re-index
      .
      note
      This may take a while on larger databases. With SQL Server Standard, you can include it in a Maintenance Plan to run regularly. Setting a nightly plan to re-index and update statistics will help optimise database queries.
    4. Consider replacing the re-indexing option with the Rebuild indexes script,
      Rebuild the indexing for each database
      . You can run this script on each database to rebuild the indexing, however you should only use it when there are no users in the database.
  6. If the
    SQL Server Recovery Model
     is not set to
    Simple
    1. Sign in to SQL Server Management Studio on the server.
    2. Right-click the database, then select
      Properties
       from the context menu.
    3. Select the
      Options
       page, and review
      Recovery model
      .
    4. Change to
      Simple
       if set to
      Full
       or
      Bulk-logged
      .
    5. If
      Recovery model
       is set to
      Full
       or
      Bulk-logged
      , you'll need to shrink the transaction log files.
      note
      To shrink the log files, right-click the database, expand
      Tasks
      , then select
      Shrink
      .
    6. Select
      Files
      , then change the
      File type
       to
      Log
      .
    7. Select
      OK
      .
  7. If the database auto-closes and auto-shrinks when not in use:
    1. Sign in to SQL Server Management Studio on the server.
    2. Right-click the database, then select
      Properties
      .
    3. Select the
      Options
       page.
    4. Find
      Auto Close
       and
      Auto Shrink
       on the
      Other options
       section.
    5. Change both to
      False
       if set to
      True
      .
  8. Enable Windows Authentication.
    note
    This will eliminate the need for users to enter login credentials when the applications open and whenever some of the integration features are utilised. Those on a peer-to-peer network won't get the same benefits as those on a Windows Domain. This may actually impose limitations due to the decentralised Windows account management with Practice Management features.
  9. Make sure there's enough hard disk space on the main PC or database server for ongoing backups and space for the databases to grow with usage and upgrades. The hard disk space you need depends on the size and number of the databases. You may need to consult with your IT person for advice.
  10. Change notifications:
    note
    Each product has a
    Notify me when new updates are available
     option. Clearing this checkbox can improve the application start up time, however usually only when there are internet issues onsite.
    1. Go to
      Tools
      ,
      Options
      , then
      General Options
      .
    2. Clear the
      Notify me when new updates are available
       checkbox.
  11. Consider upgrading SQL Server Edition.
    note
    Typically using the shipped version of SQL Server (Express) is good for up to 5 or 6 concurrent users using the complete suite. For more users, we recommend you upgrade to the full version, SQL Server Standard. SQL Server Express is limited in server memory usage (1GB) and database size (10GB), therefore moving to SQL Server Standard will eliminate these restrictions freeing up a large amount of system memory for use with SQL Server.
  12. Check the SQL Server version and latest Service Packs.
    note
    Windows Updates may still not include the Service Packs for SQL Server, even if you choose to include additional applications. Check the version of SQL Server you have, and install the latest Service Pack to optimise performance.
  13. Hard disk issues.
    1. Defragment computer hard disks regularly to help increase the speed that applications run.
      note
      Search in the Start menu for the Disk Defragmenter (mechanical hard drives only, not SSDs). Sometimes slow applications can be a symptom of an aging hard disk, or hard disk problems.
    2. Check the
      System
       event logs using the
      Event Viewer
      .
    3. Consider asking your IT person to perform a health check on your computer.
  14. Consider upgrading server memory to enhance SQL Server Standard performance.
    note
    Memory is cheap and can have a big impact on performance. Upgrading the hard drives from physical drives to SSDs can also benefit server responsiveness.
  15. Allocate more memory to users of Hosted Servers/Desktops (RDS).
    note
    If you're using a hosted service, or managing one, it's highly likely the applications are running slowly due to restricted resources. Allocating more memory to each user will improve the application responsiveness. Hosted solutions often don't meet the minimum memory or CPU requirements for a user workstation and usually cannot meet these requirements, so resource allocation is a balance between availability and usability. Within these environments, administrators should perform optimisation wherever possible, expecially where SQL Server is on the same server as used for RDS.
  16. Check that you are not using wireless networks.
    note
    Don't use wireless networks. Officially we do not support WiFi, however we know some customers use Digita software over wireless for convenience. The problem with wireless is that it's not reliable enough, and not fast enough. Connections can drop at any time due to clashing WiFi channels with neighbouring signals, low signal quality, mobile phones or microwaves etc, resulting in application slowness/crashes and potential database issues. The only exception to using WiFi is when the wireless device is using Remote Desktop or other remote access software.
  17. Operating System Upgrade. If you're using a workstation operating system as a server, and have 3-5 or more users (depending on the primary workstation specification) you might consider upgrading to a Windows Server operating system. This will involve new server hardware as well. This solution might seem drastic and costly, however a server operating system allocates the majority of it's resources to background applications (SQL Server, Exchange etc), whereas a workstation prioritises foreground applications (MS Office, Digita Software). Having a small server in the corner of the office is not as costly as you might think, and the long term benefits outweigh the short term cost. Ask your IT person for more information.
  18. Workstations. Ensure client workstations are kept in good health. Common causes for slow clients installations are old hard disks (speed degradation due to age) and slow, old or budget processors (CPU). In contrast to servers requiring memory, workstations need processing power and a responsive Windows installation which can be hampered by a slow hard disk. As a luxury option, using SSDs in place of traditional physical hard drives can make a tremendous speed and responsiveness difference on workstations and servers.
  19. Disable IPv6 on the internal network to avoid DNS issues with network traffic. You may need to consult with your IT Support about this.
  20. Ensure your primary (and secondary) DNS server is internal to your network, and not Google's DNS servers (8.8.4.4 and 8.8.8.8). Google will not know the IP address of your server.
  21. Peer-to-peer networks. If you have networked workstations together and have the databases on a workstation, it might be a good idea to set up a 'Homegroup' for all the workstations. This will avoid permissions issues when running the applications. This issue does not exist when there is a domain set up on a Windows Server operating system.
  22. Client Files and a New Server. If you have recently moved server or changed primary PC, ensure you've either updated the Client File paths in Personal Tax and Practice Management, or make the DNS entry for the old server point to the new server. Failing to do this will result in a network timeout each time a client record is opened.
    1. While logged in as Administrator to Practice Management, then select the
      Tools
       menu.
    2. Select
      Options
      , then
      Advanced Options
      .
    3. Select
      General Options
      , then ensure all server and path references are valid on these configuration dialogs.
  23. VPNs. Never run the Digita Suite over a VPN as if you were in the office. The amount of SQL traffic that occurs over a slow unreliable internet link has the potential to make the software time out, and potentially corrupt the databases. In the office, you're likely only meters away from the server, whereas at home you are miles. In some cases high internet speeds can give the elusion of a reliable connection, however if any glitches occur in the connection it could cause database issues. If you need to work from home, either use the 'mobile' offline working functionality or use a Remote Desktop session to the office.

This article applies to:

  • PRODUCT: Companies House Accounts Filing,Digita Accounts Production,Digita Accounts Production Advanced,Digita Company Secretarial,Digita Corporation Tax,Digita Corporation Tax Advanced,Digita Personal Business and Trust Tax,Digita Practice Management