If you find that Acoustic Campaign performs slowly (longer than an acceptable amount of time to move between pages), then there is a real possibility that it may be network related.
To find if so, you can try performing a pathping test to see if there are any bottlenecks between your computer and our servers.
Note: You might need to ask your local IT department to run this test from your machine if you do not have the administration privileges to do so.
- Click Start/Run.
- In the text box, enter CMD and press Enter. You are presented with a black screen with white text.
- Type in the following exactly as written:
X= the Pod Number that you use and can find out from the URL when you are logged in to Acoustic Campaign. For example:
- Press Enter. You might have to wait up to 15 minutes for the process to complete.
Understanding the results:
- The first half of the results is a trace route and lists the 'hops' for each stage that is taken for information to be passed from your PC to our servers.
- However, the second section provides a lot more information. First, it lists the hop number and then follows with RTT - This is the calculated number of milliseconds taken to reach the hop. Anything below 100 ms is acceptable with today's technology. Anything over 100 could indicate possible problems.
- Source to here lost/sent is in relation to packet drops. The lower the value the better (0 is best). If you see high packet loss, then there it indicates that there is a possible fault along the route.
- This node/link lost/sent is in relation to the Node within the hop that is responsible for moving your request on to the next node. This will tell you how many packets are dropped (if any) at this point and could indicate a possible fault.
- Use this link to understand the pathping results.
Relates to the forwarding path. In other words the link between 1 router to another.
Where you see an IP address that is listed, this is an actual router.
Armed with this information, you can then request your local IT to find out who owns the relevant Routers that are either dropping packets upon receipt or dropping packets when forwarding and work with your Internet Service Provider to see if they can bypass these routers if possible.
- The last few hops (3 - 4) will probably relate to Acoustic Campaign. If you see that any issues here then create a support ticket and include your results.
- To copy from the command window go to the top left corner of the window, you will find an icon that is black with
C:\in white text. Click this once and go to Edit and choose Select All.
- Click the icon again, go to Edit, and choose Copy.
- Now paste the information into text document and attach to your support request.
- The first few hops are directly related to your network. Values here should be low so if you see anything higher than 10 ms then you need to get your local IT to investigate and especially so if you see any packet loss-related entries in the first 2 or 3 hops.
- The hops in between relate the internet in general. Any latency (high values in ms) or any packet loss would mean that your Local IT needs to contact your internet provider to investigate.