The fixes below commonly solve any speed issues. In order, try the following:

1. Open Mews in an incognito window.
   1. Press and hold Ctrl+Shift+N for Windows or Cmd+Shift+N for Mac in Chrome. If Mews works normally in incognito, your browser’s stored data or an extension are causing the problem.
   2. In Chrome, click Chrome > Settings > Privacy and security > Delete browsing data > Delete.

This clears your cookies and cache to solve the issue.

2. Restart the computer.
   1. Turn your computer off and on again.

A full shut down and restart, not just closing the lid, clears memory pressure that builds up over days of use and can solve the issue.

3. Check if it affects just you or everyone.
   1. Ask a colleague to try the same action on a different device.

If it only affects you or your device, the problem is local, not with Mews itself.

4. Ensure you are using the latest version of Google Chrome.
   1. In Chrome, click the three-dot menu on the top right of the screen > Help > About Google Chrome to check for updates.

Mews works best on the latest version of Google Chrome, other browsers, such as Safari or Edge, can cause unexpected slowness.

5. Check the Mews status page.
   1. Go to status.mews.li to see if there is a known issue. If there is an active incident, the Mews team is already working on it.

If none of these steps solve the issue, try the steps below.

Mews is a data-intensive application that needs more processing power than a simple website. If the computer feels slow in general, not just in Mews, the device itself may be causing the issue.

1. Review if the fan is running loudly, switching between browser tabs is slow or if the Task Manager or Activity Manager show CPU or memory above 80%.
2. If so, close unnecessary browser tabs and applications. Note: If your device has less than 8GB of RAM, is more than 5 years old or is a budget Chromebook, consider asking your IT team about an upgrade. The upgrade should have at least 8 GB of RAM and a modern processor, such as, Intel Core i5 or equivalent.
3. Ensure you have connected your laptop to a power source and the power mode is set to Balanced or Best performance, not Battery saver.
4. Open Mews and try again.

Virtual desktops share resources with other users and require a separate app or login screen before you use your browser. This means that even if your device is working and the internet connection is fast, Mews can still be slow if the remote desktop does not have enough power.

1. Ask your IT team if you are using a virtual desktop.
2. Inform the IT team that Mews is slow and ask them to verify if your session has enough resources. Note: Each session requires at least 8 GB of memory to run Mews well.

When reporting slowness to Mews Support, mention that you are using a virtual desktop. This helps diagnose the issue faster.

If multiple people on multiple devices are experiencing slowness, the network is the most likely cause. To check the network speed:

1. Go to speed.cloudflare.com on the same computer and network where you use Mews. Note: Run the test from a work computer on the business network, not from a phone on the guest Wi-Fi.
2. Take a screenshot of the results.
3. Compare the screenshot with the table below.

If the speed test is fine but Mews is still slow, your internal network may be the issue. This is common when using Wi-Fi instead of a wired connection, or when business devices share bandwidth with guest wifi. Contact your IT provider for an on-site check.

If the network is healthy and the status page shows no issues, take note of the following:

• For issues with Mews Kiosks, ensure the kiosks are on the business network and not the guest network.
• For issues with the Booking Engine, test the speed from a device outside your property network, such as a mobile phone on mobile data. If it is also slow from an external network, the issue is likely to do with Mews.
• What were you doing when the issue began, for example, checking in a group, generating a report or opening a large bill?
• How large was the operation, for example, checking in a group of 50 rooms, generating a report covering 12 months?
• When does it happen, for example, at check in time or on certain days?
• Does it happen every time or only sometimes?
• Have there been any changes at your property recently? If so, share them with your IT provider. These can include:
  • New internet provider or plan change
  • New router, switch, or network equipment
  • New VPN or firewall setup
  • New security or antivirus software on devices
  • A major Windows or macOS update
  • Office renovation or equipment relocation

If you the steps above do not resolve the issue, contact Mews Support. To do this:

1. Access the Mews Digital Assistant in Mews Operations.
2. In the chat, include:
   1. A speed test screenshot. You can run the test at at speed.cloudflare.com.
   2. Which parts of Mews are slow or for which actions, such as, loading reports or group check ins.
   3. How many people this affects, such as, just you, multiple staff members or all users at your property.
   4. The date and time the issue began and if it is constant or comes and goes.
   5. If you use a virtual desktop, such as, Citrix, RDP or VMware or a regular computer.
3. You can also include the following information if you have it:
   1. A screen recording showing the loading times.
   2. The results of the incognito test from Step 1.
   3. Whether you use ethernet or Wi-Fi on a business or guest network.
   4. A browser recording of network activity using an exported .har file. Note: This is optional and primarily useful for complex issues.

Mews Support then contacts you via email with any further updates or questions about your issue.