IRIS Accountancy Suite - Performance issues

Identifying the cause: 

When investigating reports of performance issues with the IRIS Accountancy Suite (IAS) we need to identify whether the performance problem is occurring for all users and on all machines, including the server.  

To start off with we need to understand the following. 

  • What slowness is being reported? Is it a general slowness or a slowness during specific processes/for certain clients? What are the replication steps?   
  • When did the issues start? Was there an update to IAS, the machines operating system or third-party program like Anti-Virus?  
  • Does the performance issue occur on the machine hosting the full install of IRIS (Application server)? Does this machine also host the SQL Server Instance? 
  • If the issue is replicable on the full install of IRIS, please make a note of timings of how long the processes takes along with the reproduction steps.  

Troubleshooting: 

Workstations only. 

If the performance issues are occurring on the workstations only, then it is likely to be a result of the network or a third-party program interfering with the function of the IAS workstation.  

In order to understand if this is the cause then try the following steps. 

  • On one machine remove the workstation install of IRIS and install the terminal server setup (LPO). Once you have done this try running IRIS again on that machine and see if the performance improves. If it does, then it suggests that the issue is network related for which your IT will have to investigate. Click here on how to install an LPO. 
  • If you have anti-virus installed on your workstations, then you will need to make sure that they have exceptions in place to the IRIS folder on the application server. This would need to be done by your IT 

Only Terminal Servers experiencing performance issues. 

If performance is slow on a terminal server environment but the issue can’t be replicated with the full install, then I would advise you to check the following. 

  • Make sure you have the correct install. Terminal server environments have their own installation that is used instead of a workstation setup. If you go to control panel, programs and features you should see IRIS listed as IRIS Accountancy Suite (Local Programs Only). If that is not the case, then please install the terminal server from this guide here.  
  • If the correct installation has been deployed on the terminal server then please check the permissions to the IRIS folder that is created on the server. The IRIS folder should have full control permissions applied to a group of users that run the software. If you are unsure on how to check this then please follow the steps below. 
  • Browse to C:\IRIS 
  • Right-click the IRIS folder and select the Security tab. 
  • Click Edit then Add. 
  • In the Enter the object names box, type Everyone. 
  • Click OK and select the Full control option under Allow. 
  • Click Apply and OK, then OK again. 
  • If the installation and permissions have been confirmed, check the resources of the terminal server. Check the CPU and memory usage on task manager to see if it isn’t under load. If it is at 90% and above this could cause a slowdown in the program as it is struggling for the resources, it needs to run the processes. 
  • In Addition, if you are using Anti-Virus software then please make sure that you have the IRIS folder on the terminal server and the application server excluded in its exceptions list. This will require your IT to do this for you.  

If the issue can be replicated using the full install of IRIS.  

One cause of the performance issues could stem from a lack of resources on the application server itself. In order to identify this then you need to check the following: 

  • On task manager or your resource monitoring application, what is the current CPU load percentage and your memory? If these are at 90% or higher this indicates that the server is under a heavy load. If users, then start running reports or inputting data this could then cause a slowdown due to the server being unable to fully allocate the appropriate resources to SQL or the application.  
  • If the resource monitoring doesn’t indicate any heavy load usage, then it could be the licence of SQL. If the instance hosting the IRIS database is an SQL Express licence, then it is limited to 1410MB of memory being used, furthermore, it is recommended only for 6 users, if you have more than this then  
  • If you are using SQL Express, on task manager if you see the SQL server process (Note that this will be under Details | looking for sqlserv.exe) has reached or near the 1410MB limit then this could be the cause of performance issues. 

 Restarting the instance or the server itself will clear the memory usage. You may need to refer to your IT so they can organise a reboot of the system or restarting of the instance. Please see here on how to start/stop the SQL service. 

  • If performance improves significantly after this then you may need to upgrade the instance to a standard licence if the issues keep occurring. – Include Sales contact to discuss purchasing with IRIS 
  •  Please see the following comparisons between an SQL standard licence and SQL express here  
  • Furthermore, in order to best understand what resources are required then please see our System Requirements page here.  
  • If you do have SQL standard the performance issues could be as a result of an upper memory limit being in place. To check this, go into SQL Server Management Studio | Server Properties | Memory | Setting an upper limit. You can also observe if this is in place whether Task Manager is showing that sqlserv.exe has hit the upper limit. If this is the case, please adjust this setting or remove the memory limit itself to   
  • The IRIS Accountancy Suite database should sit on its own instance of SQL, if it is on an instance with other databases then the resources will be shared out with the other databases and programs that utilise it. We recommend that you install another instance of SQL and move the IRIS database there on its own.  

Further Support. 

If you have gone through all the above and the issues are occurring, then please email technicalsupport@iris.co.uk with the following. 

  • Answers from the identifying cause section. 
  • Troubleshooting steps attempted and their results. 
  • A copy of the IRIS logs folder from the Application server and terminal server (if applicable). 

If the above troubleshooting has been exhausted, we have a specialist team that can investigate further, please email IRISITSCHEDULING@IRIS.CO.UK to arrange this