Page Comparison

There are many reasons that could lead to the users experiencing slowness, by understanding the root cause of the system slowness, we will be able to troubleshoot effectively. In order to resolve the problems effectively, it is extremely important for the users to provide the details. To some users, slow means if a page is loaded more than 2 seconds, while slowness could mean 20 seconds for the same page to be loaded. Instead of using qualitative words (big , small, slow, fast, good, not good), we will use quantitative words while communicating with the engineers who is going to help you in seconds, minutes, hours, date / time etc. Also, in order to be specific, we are going to indicate which page is slow, and which page (function / screen / module) takes how many seconds to load, and how many seconds to generate a certain report. And if we are generating the report, we will indicate exactly which date range, which branches / company, what category filter or settings we use to generate the reports. All this information is essential for us to help you identify the root cause quickly, and resolve the problems effectively.

...

No

Possible Root Cause

Troubleshooting Guide

Solutions

1

Client Device

The fastest way to check if the slowness is caused by the client device, is to access the same website / functions with multiple other devices. If Accessibility from other devices are normal, then the probability of slowness caused by the slowness in the device itself is almost certain.

Regardless of whether it is mobile or desktop devices, see below for more steps to identify the root cause:

Android Devices
- To monitor your android device performance, you could download Apps that does the trick for you, there are plenty of apps available in the market, there are some recommendations here : https://www.androidpit.com/best-apps-for-monitoring-system-performance-on-your-android-device
iOS
- There are many system monitoring Apps in the iOS world as well, examples as below:

Mac
- Out of the box, we could use the Activity Monitor that comes with Mac OS
  - https://support.apple.com/en-us/HT201464
Windows
- There are many different versions of Windows out there, and there are plenty of resources for different versions of Windows, some of the useful resources as below:
  - http://www.digitalcitizen.life/how-use-resource-monitor-windows-7
  - http://www.howtogeek.com/school/using-windows-admin-tools-like-a-pro/lesson6/all/

Apart from System Performance monitoring, it is never alien to our technical support team that some of the client devices that have been infected by Virus is known to perform badly. Usually, when we detected high CPU usage, and high Network Bandwidth, we would also be recommending the users to install anti-virus software to detect the potential security threat to the devices.

Another possibility is the web browser. When it comes to web-browser usage, settings, the following areas could be checked:

DNS settings
Too many tabs
Cache
Proxy Settings

Depends on the root cause from the troubleshooting of the client device, users could upgrade the RAM, Processor, or perform anti-virus scanning accordingly.

At the time of reading, the following guide may be out-dated, but google is your best friends, there are plenty of resources available online to resolve the problems that you are having with optimizing your devices.

2

Client Local Area Network

When devices are not connected directly to the internet, it is possible it goes thru routers, switches, proxy servers and other possible network routes to access the Wavelet EMP on the cloud. There are a few ways to check and detect if the problems are caused by the Local Area Network:

Non-technical approach
- Getting help from another users from another location to access the website
- Use a different device that directly connect to the internet, for example you are having problems with your computer accessing the website, but you can test with your phone (without connecting to Wifi, use direct internet connection, 3G etc)
Using Ping
- Ping your router IP address (not the google and not other external websites / servers)
Monitoring the network performance on the networking devices
- Widget Connector
  url https://www.youtube.com/watch?v=zTuM6NJyk94
- this hyperlink provides tutorial for D-Link routers, but other routers should be similar as well, refer to the respective user manual for other routers.
Other devices within the same local area network
- Sometimes, there's no problem with your device or routers, but there could be another device within the local area network that is infected by Virus, and consuming significant amount of bandwidth. It is also possible that somewhere in the LAN (Local Area Network), there's another users installed some applications like Torrent that download and share large files, or watching youtube, or consuming some live streaming content.

3

Client Internet Connectivity

On the client side, for easier troubleshoot. Please ask customer to use right tools such as Teamviewer. Top 3 reasons from client side

The Obvious: The URL has a typo.
- Ask the user to double-check the URL. This may seem obvious but it is very critical that the user puts in the correct URL. It is better to ask the user to send you the URL so that you can examine and try it yourself. There are three things to note in the URL.

1. 1. Is the protocol correct? (i.e) http. Your Web Server admin could have very well blocked port 80 altogether
  2. Is the domain name and the resource being accessed correctly spelled?
  3. Is the Port number correct ? (if any). The browser will default http to 80 or http to 8080.

The user’s PC does not have Network connection
- Ask the user to access other sites to make sure his PC is in the Network. If he cannot access any sites, chances are his PC is having some issues.
The user’s PC is not able to resolve names (DNS)
- It is possible that the user’s PC is unable to resolve any names due to DNS issues. Have the user execute “nslookup <domain name>” in command prompt and ensure that he is able to resolve the domain name to an IP.

4

Public Internet

5

Data Center Network

Troubleshoot Internet connection problems
http://windows.microsoft.com/en-us/windows-vista/troubleshoot-internet-connection-problems
Guide to set DNS
https://developers.google.com/speed/public-dns/docs/using?hl=en

4

Public Internet

If you are connected from "Public Internet", you might experienced having difficulties of accessing URL which causes by:

Enhanced Protected Mode
Browser History
Browser Add-On
Proxy and DNS Settings
Browser need to be reset
Check whether a third-party service, program, or anti-virus is conflicting with browser
Temporarily disabling the firewall
Updating older drivers and editing registry key TabProcGrowth
Checking Windows Updates for drivers
Restore or refresh your PC

Refer to this wiki for solutions

https://support.microsoft.com/en-us/kb/956196

5

Data Center Network

Always refer to complete server list https://docs.google.com/spreadsheets/d/1nfHlOJYQhhxe_aMSOLJd6zC1cL9dptmPPf8t7zMwllE/edit#gid=0

If customer server is located at Data Center, please contact the person in charge from Data Center
If customer server located at AWS, login to aws.amazon.com using (wavelet-production or wavelet-asia) account and go to EC2 Instance and check the instance status
- Amazon Asia Server Account
  https://wavelet-asia.signin.aws.amazon.com/console
  Amazon Production Server Account
  https://wavelet-production.signin.aws.amazon.com/console
If customer located at Azure, login to
- Azure Portal
  portal.azure.com
If customer servers located at Wavelet Cloud office, refer to
- https://docs.google.com/spreadsheets/d/1Ft03VJQkkKNTRI0urboptAyhGmEY70GkA9qfRarAJTY/edit#gid=1