Report Performance Issues

If you encounter performance issues while navigating your scans using Cintoo, you may report the issue to us. We recommend that you also capture some information in order for us to understand the conditions/configurations you have while encountering these issues.

Your internet connection and also your computer may be the source of performance issues. We also ask that you read the Cintoo Solution Specifications and compare them to your own.

To report performance issues, email the following details to [email protected]:

1) Bandwidth testing: 

• Network
  • Recommended Internet connection bandwidth:
    • Download: 10 Mbps (Megabits per second) or higher 
    • Upload: 1 Mbps or higher 

1a) Bandwidth 

Run a speed test connection using your usual testing website (e.g. https://www.speedtest.net/) (necessary values are speed for Download / Upload and also Ping) Capture the results in a screenshot:

1b) Browser

Indicate the browser name and version you are using to run Cintoo. For example, see below: Google Chrome, version 119.0.6045.125

1c) Browsing Conditions

In the same conditions which you have experienced performance issues (i.e. with the same programs opened on your computer such as Outlook, Word, other software, etc.):

1. Connect to your Cintoo Project using your web browser 

2. Open the Task Manager (CTRL+ALT+ DEL and select Task manager) 

3. Go to the top menu, and select OPTIONS, click on Always visible/Always on top 

4. Select the Performance Tab 

5. Double-click in the white area below the list to hide the graphics 

6. You can move and resize the Task Manager window, but keep it visible and big enough to be readable in the screen capture 

7. Enter your Cintoo project, and navigate around the 3D View. Once you encounter performance issues, then capture the full screen:

8. Send us the captured data as a screenshot image.

1d) Web Browser

Try to repeat the operations with at least one other supported web browser to confirm the performance issue is not due to the browser. 

    ▪ Google Chrome 

    ▪ Mozilla Firefox 

    ▪ Microsoft Edge V79 or higher 

You don’t need to capture and send us the data for this other browser, unless you find a completely different behavior. 

1e) GPU Configuration:

1. Confirm if the web browser is set to utilize the GPU. To do so, search "GPU" in the Windows search bar.

2. Click on the "Browse" button.

3. Search for the executable of the web browser, usually in C:\Program Files. For example, the default file directory for Google Chrome is C:\Program Files\Google\Chrome\Application.

4. Once the executable has been selected, click Options.

5. Select "High performance"

6. Save the change and restart the web browser.