As with most people, InfoReach customers have started to work from home due to the COVID-19 pandemic. This creates a unique challenge for clients who do not often work remotely. This guide is designed to help you seek out the best information and troubleshooting steps to get the best performance available to you.


General Tips

  1. If you are connected over WiFi and are experiencing issues, try using an Ethernet cable to connect directly to the router. This is especially helpful if you are in an apartment building or very close to your neighbors.
  2. Demanding applications like streaming video can consume a great deal of your bandwidth. If other people in your home are using such services, consider upgrading your bandwidth with your Internet Provider or asking them not to use them while you are working.


If you have problems with connectivity, try to check your internet connection. To do this:

  1. Go to the Windows Menu.
  2. Type cmd and the search will appear
  3. Choose Command Prompt
    Windows Menu and Command Prompt
  4. Run a command:ping -n 20
    *Note Spaces in Red: ping -n 20
    Windows Menu and Command Prompt
  5. Check the results:
    Ping statistics for
    	Packets: Sent = 20, Received = 20, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    	Minimum = 16ms, Maximum = 20ms, Average = 18ms

    The number of lost packets should be low, preferably 0. Round trip time should be low and stable, preferably below 40ms (60-80ms is acceptable). If you see times above 80ms or a huge dispersion (like more than tens of ms between the minimum and maximum) something may be wrong with your internet connection. You should reach out to your ISP for a diagnosis or an upgrade.

    As mentioned in tip 1, you can try to switch from WiFi to an Ethernet cable to improve the situation.

To Our ASP Clients

Try to switch to our backup Citrix link: enter in your browser instead of (or vice versa)

Run commands:

ping -n 20

ping -n 20

And provide the results to our support team.

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