--- title: What can I do if the upload of my samples is too slow? description: How to troubleshoot slow upload of samples to the SeqOne account. --- [Skip to content](https://hubspot.seqone.com/test_seqone/what-can-i-do-if-the-upload-of-my-samples-is-slow#main-content) English Show submenu for translations SeqOne Open main navigation Close main navigation - English Show submenu for translations - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Test\_SeqOne](https://hubspot.seqone.com/test_seqone?hsLang=en) 2. [Troubleshooting](https://hubspot.seqone.com/test_seqone/troubleshooting?hsLang=en) 3. [General](https://hubspot.seqone.com/test_seqone/troubleshooting?hsLang=en#general) # What can I do if the upload of my samples is too slow? Slow sample uploads can be frustrating, especially when you're working with critical genomic data. This guide will help you differentiate between a visual display issue and genuine upload speed problems, and provide steps to troubleshoot and improve your upload speeds to our SaaS platform.   ### 💡 Important Distinction: "Upload Failed" Status vs. Actual Slowness Before troubleshooting, it's crucial to understand a specific behavior you might observe: - **Temporary "Upload Failed" Display:** When you upload several samples from the "From your computer" tab, you might temporarily see an "Upload failed" status, even if the samples are still uploading. This can even appear for other users connected to the same entity. - **What to look for:** As long as the **loading bar in the top right-hand corner is progressing** (refer to your screenshot for an example), there's no need to worry. The upload is continuing despite the "upload failed" display. If the loading bar is *not* progressing, or if the "Upload failed" status persists without any active upload, then you are likely experiencing genuine slowness or an upload issue.   --- ### 🛠️Troubleshooting Genuine Upload Slowness If the issue is indeed slow upload speed, here's what you can do:   #### 1. Verify Your Internet Connection and Network Settings Your internet connection is a primary factor in upload speed. - **Check Your Speed Against Requirements:** The minimum recommended upload/download speed for using our platform over the internet is **100 Mbps**. - **Run a Targeted Speed Test:**  Go to [https://www.speedtest.net/](https://www.speedtest.net/). Before clicking 'GO', click on **'Change Server'** and type the city corresponding to your production environment. Pick any of the top suggested servers in that city: - **Production EU (Europe):** Select **Orange Paris** as the target server. - **Production US:** Select **Ashburn, VA** - **Production CH (Switzerland):** Select **Zurich** - **Production AU (Australia):** Select **Sydney** - Compare your results to the 100 Mbps recommendation. - **Network Authorization:** Our platform uses the HTTPS protocol for connection. To ensure proper access and optimal performance, please ask your IT department to authorize the following addresses: - `*.eu.seqone.com` - `*.common.seqone.com` - **Wired vs. Wireless:** If you're on Wi-Fi, try connecting your computer directly to your router with an **Ethernet cable**. Wired connections are generally more stable and faster than wireless ones. - **Reduce network congestion:** If others are using the same network for large downloads, it can slow down your upload. Try uploading when network usage is lower. - **Restart your router/modem:** Sometimes, a simple restart can resolve temporary network issues. Unplug your router and modem, wait 30 seconds, and then plug them back in.     #### 2. Consider Browser and System Performance Your web browser and computer's performance can also play a role. - **Clear browser cache:** A full browser cache can sometimes slow down web applications. Try clearing your browser's cache and cookies. - **Use an up-to-date browser:** Ensure you are using the latest version of a recommended browser (e.g., Chrome, Firefox, Edge). - **Close other applications:** Free up your computer's resources by closing any unnecessary applications running in the background. Here's how to proceed for cache cleaning: \- For Chrome : [https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop&sjid=11481621026951692631-EU](https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop&sjid=11481621026951692631-EU) \- For Firefox : [https://support.mozilla.org/en-US/kb/how-clear-firefox-cache](https://support.mozilla.org/en-US/kb/how-clear-firefox-cache) \- For Edge : [https://www.microsoft.com/en-us/edge/learning-center/how-to-manage-and-clear-your-cache-and-cookies?form=MA13I2](https://www.microsoft.com/en-us/edge/learning-center/how-to-manage-and-clear-your-cache-and-cookies?form=MA13I2) #### 3. Try Again During Off-Peak Hours Our platform, like many others, may experience higher traffic during peak business hours. If possible, try uploading your samples during **off-peak hours** (e.g., early mornings, evenings, or weekends) when network congestion might be lower.   #### 4. Contact Support for Advanced Optimization If your internet speed is** above the recommended 100 Mbps** and you are still experiencing significant slowness, please **contact our support team**. - We may be able to **increase the size of the chunks sent to our platform** during the upload of your samples. This is a technical adjustment on our side that can significantly enhance upload speed for users with very fast internet connections. 💡To increase resolution speed, when you contact us, please provide as much detail as possible, including: - The **date and time** of the slow upload. - Your approximate **internet speed** (from the speed test). - The **size and type of the files** you were trying to upload. - **Any error messages** you received (if different from the temporary "Upload failed" display). - The **troubleshooting steps** you've already taken. 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