❗ Important Disclaimer

• Co-Browsing is a Third-Party Tool. It is not developed by Parallel, so the Parallel development team cannot make direct changes or fixes to the application itself.

• The performance of Co-Browsing is highly affected by the user's environment, including their computer's age, internet speed, and local network/firewall settings.

Phase 1: The Quick Fixes

• 1. Restart Your Computer: Fully shut down and restart your computer to clear out any temporary glitches or memory errors. (See the "Basic Troubleshooting (The Quick Fixes)" guide if you need help with this step).

• 2. Check Your Internet Speed: Test your current internet connection using a speed test site. If your speed is low, it will cause lag and problems in Co-Browsing. (Use the following links internet speed/network).

Phase 2: Diagnosis and Information Gathering

If restarting and checking your internet didn't help, you need to collect key information to pinpoint the source of the problem.

• 3. Check for Heavy Apps: Use your computer's Activity Monitor (Mac) or Task Manager (Windows) to see if another application is using up all your computer's processing power (CPU or memory). If so, close that app.

• 4. Determine Scope and Severity: As you troubleshoot, keep track of these questions:

  • Is it slow or completely unusable? (This defines the impact.)

  • Is this the first time, or has the user had multiple issues with Co-Browsing? (Indicates a recurring problem.)

  • Are other people in the same location (building/office) having the same Co-Browsing issues? (Suggests a local network/firewall problem.)

  • Are any of the websites you are trying to reach being blocked by a firewall? (A common cause of failure.)

Escalation to IT (If Problems Persist)

If the Co-Browsing issue happens across multiple meetings and/or multiple users are reporting similar issues, you must escalate the problem.

Follow Telehealth Diagnostics

Before escalating, follow the detailed steps in the TeleHealth Troubleshooting & Diagnostic Guide article (if available to you).

• Attempt to recreate the issue exactly as the user experienced it.

• Capture the data or logs from the diagnostic guide during the failure.

Escalate to IT

After completing the quick fixes (Phase 1), gathering information (Phase 2), and attempting the full diagnostics (Step 5), and the issue still persists, escalate the ticket to your internal IT team.