If Shepherd is running slowly or not loading at all and no outage has been reported, the issue could be your internet connection. Before contacting Shepherd Support, use this quick guide to check your network. No technical experience required!
Step 1: Can You Access Other Websites?
Start by checking whether the issue is specific to Shepherd or affects your entire internet connection.
Open your internet browser.
Try visiting websites you don't normally visit like news.google.com or puple.com
If other websites don’t load - You’re likely dealing with an internet connection issue. Contact your local IT or internet service provider for further assistance.
If other websites do load - Continue to the next step.
If your internet is fully down, you won't be able to access any of Shepherd's online tools or support resources
Step 2: Try a Different Device
To confirm whether the issue is isolated to one device or affecting your entire network, try the following:
Load the same websites on another computer in your practice.
Use your mobile phone on office Wi-Fi to access those sites.
Turn off Wi-Fi on your phone and try accessing them using mobile data.
What the results tell you:
If only one computer has issues, restart it or contact your IT provider.
If all devices on Wi-Fi are affected, contact your IT provider/restart your router.
If only Wi-Fi is affected (but mobile data works), contact your internet provider.
Step 3: Run a Speed Test
To check the quality of your internet connection:
Open a browser (Chrome, Safari, etc.).
Visit https://fast.com.
The test will begin automatically. Wait a few seconds to see your download speed.
Step 4: What Do Your Results Mean?
Over 25 Mbps – This is a strong connection. Internet speed is likely not the problem. If Shepherd is still slow, contact Support.
Between 10 and 25 Mbps – This is a fair connection. It may work for general use but could cause delays in web-based apps like Shepherd. Contact your IT provider, try restarting your router or contact your provider.
Under 10 Mbps – This is a weak connection and likely the source of your issues. Contact your internet provider to improve your speed.
Other Things to Check
Wi-Fi Signal Strength
If your device is far from the router or has a weak signal, try moving closer or switching to a wired connection.
Is Only Shepherd Slow?
If other websites load quickly but Shepherd is slow or unresponsive, the issue might be on our end. Contact Shepherd Support so we can investigate.
Print This Guide
We recommend printing this page and keeping it near your workstation. If your internet connection goes out, having this guide on hand can help your team troubleshoot the issue quickly.
Still Need Help?
If you’ve followed the steps above and are still experiencing problems, contact Shepherd Support. If possible, include your speed test results and a summary of what you’ve tried - it helps us resolve issues faster.