📝 Overview
This article walks through steps to diagnose and resolve performance issues, such as slow load times or sluggish behavior. Before troubleshooting your local setup, start by checking whether the issue originates on our end.
💡 Check the software status page first to rule out a known outage or incident before proceeding with the steps below. Check the status page from the button below.
💻 Connectivity Issue Solutions
If the status page shows no active issues, the problem is likely related to your local network or device configuration. Try the following solutions in order.
Solution 1: Update Your DNS Settings to Use Google
Your Domain Name Server (DNS) acts as a roadmap to the internet. When a DNS entry becomes corrupted, it can take up to 24 hours for your provider to refresh their data and resolve the issue.
Using Google's DNS is a more reliable alternative. It is well-maintained and performs consistently. The primary Google DNS address is 8.8.8.8, with 8.8.4.4 available as a secondary option.
How to Update DNS Settings on Windows
Open the Control Panel
Navigate to Network and Internet
Click Network and Sharing Center
Click Change adapter settings
Right-click the network connection you want to configure and select Properties. Note: This setting must be updated separately for each connection type (e.g., Wi-Fi and Ethernet must each be configured individually).
Select Internet Protocol Version 4 (TCP/IPv4) from the list and click Properties
Select Use the following DNS server addresses, enter 8.8.8.8, and click OK.
How to Update DNS Settings on a Mac
Click the magnifying glass icon in the top-right corner of your screen
Type System Preferences in the search box and select it
Click Network
Click Advanced
Select the DNS tab
Click the + icon and enter 8.8.8.8.
If another DNS entry exists, highlight it and click the – icon to remove it
Click OK, then click Approve
💡 All web traffic will route through Google. You should notice improved browsing speed immediately after saving these settings.
Solution 2: Restart Your Modem & Router
Modems and routers can accumulate cached data over time, which may result in slower performance. Restarting these devices clears that memory and can restore normal speeds.
⚠️ The network will go offline for a few minutes during this process. Try to do this when no one needs internet access.
Locate the modem and router at your clinic
Unplug the power cables from both devices
Wait 30 seconds
Plug both devices back in
The internet will come back online within a few minutes. You should see improved performance once both devices have fully restarted.
📋 If These Solutions Don't Resolve the Issue
If neither solution resolves the problem, please collect a trace route to help our support team diagnose the issue. A trace route tracks each network hop between your computer and the servers, along with the time spent at each point.
How to Run a Trace Route on Windows
Click the Windows button in the bottom-left corner of the screen
Type cmd in the search box and open the Command window
Type the following and press Enter:
tracert vettersoftware.com
How to Run a Trace Route on a Mac
Click the magnifying glass icon in the top-right corner
Type Network Utility and select it
Select the Traceroute tab
Enter vettersoftware.com and click Trace
Once complete, take a screenshot of the output and attach it to a support ticket. The support team will review the results and help resolve the issue.
🔥 Required Ports for New Firewall
The following ports are required to be accessible for DaySmart Vet to function:
80
443
3000
If you're implementing a new firewall at your clinic, please let your IT team to know that these three ports need to be open.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
Why does the software feel slow even when other websites load quickly?
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Click the arrow to see the answer
This is typically a DNS issue. Your DNS provider serves as your roadmap to the internet — if an entry becomes corrupted, it can cause delays specific to certain websites while others load normally. Switching to Google's DNS (8.8.8.8) is often the fastest fix.
How often should I restart my modem and router?
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Click the arrow to see the answer
If your clinic handles large amounts of data or has heavy network usage throughout the day, consider restarting your modem and router approximately once a week to maintain optimal performance.
Do I need to update DNS settings for both Wi-Fi and Ethernet?
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Click the arrow to see the answer
Yes. On Windows, DNS settings must be updated separately for each network adapter. If your computer uses both a Wi-Fi and a wired Ethernet connection, you will need to configure each one individually.
What is a trace route and why does support need it?
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Click the arrow to see the answer
A trace route is a diagnostic tool that tracks each network hop between your computer and the servers, along with how long each hop takes. This data helps the support team identify exactly where a slowdown is occurring in the connection path.
Where do I submit a support ticket?
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Click the arrow to see the answer
You can attach your trace route screenshot and submit a ticket directly through our help center, located from the question mark in the top right shortcut bar. The support team will review your results and follow up with next steps.