PartsTech Randomly Freezing/Crashing

[mirahsan2]

We've been having odd issues where when accessing partstech via mitchell it seems to randomly freeze/white out and we have to close it and reopen to keep using it.
We have 1 laptop, 1 AIO, and 3 desktop towers, the laptop, 1 windows 10 desktop, and 1 other windows 11, plus the 1 AIO windows 11 seem to be working fine. Except for the Windows 11 desktop tower our Service Manager uses

We have ran all available windows updates, made sure manager se is up to date, we do run off windows defender so there shouldn't be any antivirus interfering
Google Chrome is up to date, third party cookies allowed, and all permissions set to allow for the partstech website - the third party cookie thing was suggested by partstech email support
All other steps have been done: toggling the vendor plugin off and on, clearing cache and cookies, clearing the temp files, making sure partstech is in trusted sites in internet options, reboots, chrome performance settings toggled, the excess animation feature toggled but the issue seems to continue. Spec Sheet and screenshot attached.

Thanks,
AnA Tire and Auto
713-741-4555
ostfirestone@gmail.com

[mirahsan2]

Couple of additional steps we tried:
Set edge as default, along with all the other file types under the edge page
no change
set chrome and related file types as default to chrome
no change
turned off core isolation
no change

Our network adapter for the ethernet to this has all it's default, all on obtain automatically

[SwiftTurtle]

Couple of additional steps we tried:
Set edge as default, along with all the other file types under the edge page
no change
set chrome and related file types as default to chrome
no change
turned off core isolation
no change

Our network adapter for the ethernet to this has all it's default, all on obtain automatically

From my testing this is likely an issue with reaching PartsTech on that machine. Have you tried a router reboot yet? Keep in mind, if you have VOIP phones it may take some time for them to come back up after a router reboot and you may want someone tech savvy available in case there is issues with the phones coming back up. If you are still having issues with Parts Tech showing a blank page afterwards, I advise you call in to our support line at 888-724-6742 so we can run a diagnostic tool so we can narrow this down further.

[mirahsan2]

Good Evening,

We may have had some luck, we emailed both mitchell and partstech in one email after partstech initial suggestion.

PartsTech immediately backed out and suggested waiting on mitchell and stated they don't have a service to remote into machines to troubleshoot.

The below steps seemed to help, after which we tested for an hour after work hours and no surprises yet:

"
1.Close Manager SE on all computers except the Host computer.

On your Host computer, please follow these recommended troubleshooting steps:

[mirahsan2]

2. Synchronize the System Clock

Right-click the date/time in the taskbar
Select Adjust date/time
Ensure Set time automatically is enabled
Click Sync now under Synchronize your clock

[mirahsan2]

Verify Regional Settings

Go to Control Panel
Clock and Region
Region Confirm the correct country and time zone are selected

[mirahsan2]

Clear Cache and Temporary Files

Press Windows Key + R, type: C:\ProgramData\M1-SK\Browser\, and delete the Cache folder

Press Windows Key + R, type: %temp%, and delete all contents in the temporary folder

Flush the DNS Cache

Open Command Prompt as Administrator and run ipconfig /flushdns and press Enter, then reboot

[mirahsan2]

Sorry for the clutter, I posted the above troubleshooting steps so other shops who run into the issue can be helped out as well

I'm assuming the dns flush and the mitchell cache clear may have done the trick

If possible please create both an internal and external kb's so other shops can also use the same steps if issues occur. Additionally if possible if this issue can be forwarded to an internal dev team with both Mitchell and PartsTech to create some sort of auto cache cleaner that would be cool.

*Please keep in mind most shops are just small 10 employee max family run operations. One or 2 tools acting up can cost thousands of dollars in lost revenue per day.*