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System Slowness Troubleshooting

Updated

Description

This article will help you to better understand how to identify the cause of slowing in Hero so that a solution can be found.

 

Background

With a web based practice management software, there are many moving parts and any number of things that can go wrong to degrade the service a client is seeing. Knowing the best way to troubleshoot this, to help identify the problem is key, as it is almost never Hero's availability or speed that is the problem. 

Below we will talk about where to start, how to test, and what it means. Click the links in the Contents list below to jump to a particular section if you have already completed the previous sections, or simply scroll through the steps and take them one by one. Under each step you will find symptoms that you can jump directly to the fix for. If you need assistance, please ask a Guru for help.

 

Contents

  1. Software

  2. Local Hardware

  3. Networking

  4. ISP

  5. Hero

 

Steps to Follow

Software

 

  • Chrome

    1. Latest Version
      • Chrome must be up to date. You can check this by opening the menu in the upper right and selecting "Help" and then "About Google Chrome". The browser will check to see if it is on the latest version, and if not, will attempt to update to be on the latest version.
    2. Hardware Acceleration
      • Hardware acceleration can be a good thing, if the hardware doing the acceleration is up to the task. If not, you get white screens and delay when attempting to switch back to Hero from another tab.
      • In order to turn off Hardware Acceleration, do the following:
        1. Open the Chrome menu in the upper right and choose "Settings".
        2. Type "hardware" in the search at the top.
        3. Toggle "Use hardware acceleration when available" and click "relaunch".
    3. Extensions
      • Extensions, by definition, extend the functionality of a website. This means it has the ability to interfere (for good or evil!) with the website you are currently using. Hero or otherwise.
      • You can check for any installed extensions by doing the following:
        1. Type "about:extensions" in the URL bar at the top of the screen, and press enter.
        2. Any extension that is not marked Chrome can safely be toggled off.You will know the toggle is off when it is grey and not blue.


        3. Once you have toggled off the extension (or even removed it, if the office chooses to do so) you will need to reload the page in order for it to load without the extension's interference.

  • Antivirus

    1. Web Extensions
      • This falls under the web extensions we discussed before, but may have a specific impact as they by nature monitor and potentially change traffic across the internet.
      • You can check for any installed extensions by doing the following:
        1. Type "about:extensions" in the URL bar at the top of the screen, and press enter.
        2. Any extension that is not marked Chrome can safely be toggled off.You will know the toggle is off when it is grey and not blue.


        3. Once you have toggled off the extension (or even removed it, if the office chooses to do so) you will need to reload the page in order for it to load without the extension's interference.

  • Firewall

    1. Firewall Rules
      • A firewall's job is to create a checkpoint where information has to meet certain criteria to pass. This can effect the flow of traffic, potential dropped requests etc.
      • In order to Disable the firewall to check if this is the problem, do the following:
        1. Have the office contact IT.
        2. Offer to conference with them.
        3. Have the IT deactivate the Firewall Temporarily and test again.
        4. If you are seeing issues, have IT look at the firewall for any potential issues, especially around HTTP and HTTPS traffic

Local Hardware


 

  • RAM/CPU

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Wireless Vs Wired

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Hardware Acceleration

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

Networking

 

  • Voip/Streaming

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Network Cabling

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Traceroute

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Ping

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • DNS

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Packet Tracking

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

ISP

 

  • Networking Test Results

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Hotspot

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Second ISP

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Ping

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • DNS

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Packet Tracking

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Monitor IO

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

Hero

 

  • Server/Client Side ms

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Performance Test

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Graphs

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Development

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

 

Additional Information

Software

 

  • Chrome

    1. Latest Version
      • Chrome must be up to date. You can check this by opening the menu in the upper right and selecting "Help" and then "About Google Chrome". The browser will check to see if it is on the latest version, and if not, will attempt to update to be on the latest version.
    2. Hardware Acceleration
      • Hardware acceleration can be a good thing, if the hardware doing the acceleration is up to the task. If not, you get white screens and delay when attempting to switch back to Hero from another tab.
      • In order to turn off Hardware Acceleration, do the following:
        1. Open the Chrome menu in the upper right and choose "Settings".
        2. Type "hardware" in the search at the top.
        3. Toggle "Use hardware acceleration when available" and click "relaunch".
    3. Extensions
      • Extensions, by definition, extend the functionality of a website. This means it has the ability to interfere (for good or evil!) with the website you are currently using. Hero or otherwise.
      • You can check for any installed extensions by doing the following:
        1. Type "about:extensions" in the URL bar at the top of the screen, and press enter.
        2. Any extension that is not marked Chrome can safely be toggled off.You will know the toggle is off when it is grey and not blue.


        3. Once you have toggled off the extension (or even removed it, if the office chooses to do so) you will need to reload the page in order for it to load without the extension's interference.

  • Antivirus

    1. Web Extensions
      • This falls under the web extensions we discussed before, but may have a specific impact as they by nature monitor and potentially change traffic across the internet.
      • You can check for any installed extensions by doing the following:
        1. Type "about:extensions" in the URL bar at the top of the screen, and press enter.
        2. Any extension that is not marked Chrome can safely be toggled off.You will know the toggle is off when it is grey and not blue.


        3. Once you have toggled off the extension (or even removed it, if the office chooses to do so) you will need to reload the page in order for it to load without the extension's interference.

  • Firewall

    1. Firewall Rules
      • A firewall's job is to create a checkpoint where information has to meet certain criteria to pass. This can effect the flow of traffic, potential dropped requests etc.
      • In order to Disable the firewall to check if this is the problem, do the following:
        1. Have the office contact IT.
        2. Offer to conference with them.
        3. Have the IT deactivate the Firewall Temporarily and test again.
        4. If you are seeing issues, have IT look at the firewall for any potential issues, especially around HTTP and HTTPS traffic

Local Hardware


 

  • RAM/CPU

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Wireless Vs Wired

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Hardware Acceleration

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

Networking

 

  • Voip/Streaming

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Network Cabling

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Traceroute

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Ping

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • DNS

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Packet Tracking

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

ISP

 

  • Networking Test Results

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Hotspot

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Second ISP

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Ping

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • DNS

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Packet Tracking

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Monitor IO

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

Hero

 

  • Server/Client Side ms

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Performance Test

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Graphs

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

  • Development

    1. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    2. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step
    3. Text
      • Explanation
      • In order to DOTHETHING, do the following:
        1. Step
        2. Step
        3. Step

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Copyright 2026 by CD Newco, LLC, USA Proprietary and Confidential All Rights Reserved.

Disclaimer: All information presented herein is solely intended to train employees of Curve Dental customers on the use of the software application described in this Community Article and to illustrate how Curve software can be integrated into a typical practice's operations. Statements and examples used in this Community Article are not intended to contradict or in any way override the written or verbal instructions of the leadership of the customer ("Licensee"). The Licensee is responsible for establishing its own practices and procedures and making each of its employees familiar with them, including those related to the use of the application described in this Community Article. Nothing in this Community Article should be construed to be instructing any Licensee employee to violate any Federal, State, Provincial or other jurisdictional law or regulation; or to violate any aspect of the Licensee's established practices and procedures. The information contained in this document is the copyrighted property of CD Newco, LLC. No part of this document may be reproduced, republished, translated, stored in a retrieval system, or transmitted in any form, or by any means, mechanical, photocopying, recording, or otherwise, without the prior written consent of CD Newco, LLC. Licensees may print copies of this Community Article for their own internal use. CD Newco, LLC may take any action permitted by law to enforce its rights hereto. The information contained in this document is subject to change without notice. The enclosed materials are not a contract and create no rights upon the reader or obligations of any kind on CD Newco, LLC or its affiliates. CD Newco, LLC reserves the right to make changes to any products or services described in this Community Article at any time without notice. CD Newco, LLC shall not be liable for the actions or inactions of the reader in reliance upon the information contained in this document.

Trademarks: Curve is a registered trademark of CD Newco, LLC. Any other product and company names used herein are the property of their respective owners.

Version: This documentation was prepared in conjunction with the latest release of the subject matter of this Community Article, but may be utilized with future releases until such time that more current materials are published.

Comments: Any comments or suggestions regarding the information herein are welcome and should be emailed to the attention of: support@curvedental.com.