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. 

  • phi148's avatar
    phi148
    Active Contributor
    14 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).

  • phi148's avatar
    phi148
    Active Contributor
    15 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.

  • Marc-Andre's avatar
    Marc-Andre
    Active Contributor
    23 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
      15 days ago

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

  • motog's avatar
    motog
    Active Contributor
    23 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
        14 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.

  • yangk's avatar
    yangk
    New Member
    25 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
      23 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. 

  • 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
      11 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
        11 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!