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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / URGENT ISSUE - CRM TOO...
Microsoft Dynamics CRM (Archived)

URGENT ISSUE - CRM TOO SLOW FOR CHINESE USERS

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Posted on by Community Member

We have a global business with offices in Europe, America, India, Japan and China. We set up MS Dynamics 2011 online last year and were using it with no real issues last year. However, for the last couple of months (since upgrading to CRM 2013 online) the CRM has been so slow in China it is unuseable. Our 26 Chinese users are no longer inputting data. The CRM is slow on all networks in China, not just our work network.

Microsoft are currently investigating, but so far they seem to be suggesting that it is due to our data centre being in Europe and that the CRM is not designed to work well for cross regional access! Odd that they didn't mention this when we purchased Dynamics...

Does anyone have any ideas what I can do next? This is ridiculous.

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I have the same question (0)
  • Alessandro Graps Profile Picture
    Alessandro Graps 2,664 on at

    Did you trace all kinds of traffics?

    Database,

    network

    client

    In this way you can map all network comunication and all problems (if there is with network). Maybe there are a lot of call at databasem etc...

    Maybe you can use tools like DynaTrace and you start a personal details investigation point to point...

  • Community Member Profile Picture
    Community Member on at

    Not quite sure how to do this...

    Our data is backed up in a centre in Dublin which is too far for our Chinese users. I don't know how any other companies deal with this situation. Microsoft are basically telling me to do something with proxy settings, but this is their fault, so I don't know why they are leaving it to me to fix! We were never told that having a global team on one instance would be an issue.

  • Guido Preite Profile Picture
    Guido Preite 54,086 Moderator on at

    Hi,

    chinese users are all located in the same area or they are located across different regions?

    Microsoft made you run the CRM Online latency tool? here you can find more information about

    http://blogs.msdn.com/b/emeadcrmsupport/archive/2011/06/15/crm-2011-online-latency-tool.aspx

    A personal thought: you wrote that chinese users are no longer inputting data since upgrading to CRM 2013, maybe they didn't get a training with the new interface and they feel problematic working with it? Slow doesn't mean always slow connection, but maybe they intended slow to perform the same operations they were able to do with CRM 2011.

  • Community Member Profile Picture
    Community Member on at

    Chinese users mostly in Shanghai but not all.

    Microsoft have tested using their online tool - our CRM has high latency both in our work network and in other networks.

    The 'speed' of using the CRM has been witnessed by our CIO, so we know that is a latency issue affecting speed of opening / using CRM, not a training issue.

  • Nina P. Profile Picture
    Nina P. 2,195 on at

    Hi C. TAYILOR,

    I understand that you are experiencing performance issues accessing a CRM Online organization based in EMEA from China. Could you please provide me the Support Request number of the case, you have opened with CRM Technical Support so that we can internally review the case and get back to you with further information if possible.

    As a first step, I would also recommend to run the Dynamics Tool as already suggested by the Support Engineer you are working with and by Guide. The client latency tool provides insight into the network conditions you are working with. What we’ve been given as a general guideline from our product team is that performance will start to degrade at:

    · Latency > 150 ms

    · Bandwidth < 50 KB/sec

    I understand that the tool showed high latency. Can you confirm if the value is the latency is indeed > 150ms ?

    Have you tried to run the tool from other networks different then the Chinese to compare the values and the performance?

    Thank you for your collaboration and for using Microsoft Dynamics CRM Communities.

    Nina Peneva

    Support Engineer

    Microsoft Dynamics CRM

  • Nina P. Profile Picture
    Nina P. 2,195 on at

    Hi C. TAYLOR,

    in addition I am proving you as a reference the link to the whitepaper "Optimizing and maintaining client performance for Microsoft Dynamics CRM 2011 and CRM Online" , www.microsoft.com/.../details.aspx which contains information about the recommended values for latency and bandwidth conditions and further steps to optimize the performance of the client.

    see  p. 12 "Microsoft Dynamics CRM is designed to work best over networks with latency under 150 ms (milliseconds) and bandwidth greater than 50 kbps (kilobytes per second).

    Thank you for using Microsoft Dynamics CRM Communities.

    Nina Peneva

    Support Engineer

    Microsoft Dynamics CRM

  • Community Member Profile Picture
    Community Member on at

    Thank you. Yes, our Chinese users have latency of 800-1000, but it isn't our work network as the Chinese Microsoft Support Engineer also has very high latency connecting to our organisation in EMEA. Microsoft have said they can't really help us, but if the issue is not our network and the system was fine for our Chinese users for 5 months before upgrading to CRM 2013, surely it is a Microsoft issue?!

    Support Request: [REG:114033190198016]

  • Nina P. Profile Picture
    Nina P. 2,195 on at

    Hi C. TAYLOR,

    many thanks for your response and the provided nformation. We will internally review your Support Request and follow up with you as soon as possible.

    Thank you for your patience and for using Microsoft Dynamics CRM Communities.

    Nina Peneva

    Support Engineer

    Microsoft Dynamics CRM

  • Nina P. Profile Picture
    Nina P. 2,195 on at

    Hi C. TAYLOR,

    a short update to the thread from our side - I would like to confirm that you got a detailed status update o the case today from the Support Manager of the Engineer you are currently working with. As confirmed by him, we are currently working to escalate this up to be able to provide you further informations about regarding your questions.

    Thanks for your understanding and collaboration moving forward.

    Nina Peneva

    Support Engineer

    Microsoft Dynamics CRM

  • ACESGROUPnet Profile Picture
    ACESGROUPnet 65 on at

    nice performance 150ms . can you help me to reach this for 2015 MSD-CRM

    maybe you have a link for new release ( 2011 is to old)

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