What Does Webex Need when Reporting a Latency Issue?
What does Webex need when reporting a latency issue?
What are the necessary collection steps for latency issues?
What data should be captured for latency problems?
When reporting a latency issue, it is important to capture the information below (information in asterisks is crucial to diagnosing the cause of the latency):
- *Internet Service Provider - The ISP which the host/attendee uses to connect to the Internet.
- Example: Comcast, AT&T, Surewest, etc.
- *Location - The actual physical location of the customer.
- Example: Sacramento, CA.
- *Type of connection - What type of connection is being used.
- Examples: T1, Cable, DSL.
- *Traceroutes - The ticket should include the following information. (If Traceroutes are not included, please document why):
- Three forward Traceroutes from the customer's system to the primary Webex server.
- Three reverse traceroute from Webex's servers.
- Browse to https://lg.webex.com/
- Select the trace radio button and select the Node (America, APAC and EMEA) from the drop-down.
- Click the Submit button. (Note: This may take up to 3 minutes to return.)
- If you are using wbxlogger2.exe, this will automatically gather the 3 forwards and 3 reverses for you
- Optional: Three forward Traceroutes from the customer's system to the backup Webex server.
- Netstat results - Netstat results may clarify if the user's connection is passing through a proxy. To run a netstat:
- Right-click on the Windows button, and Run.
- Type CMD to open a command prompt.
- Type NETSTAT to capture the netstat output.
- Speed Test Results - The results of online speed tests are important in any issue where latency is clearly visible in the traceroute result or within a Webex meeting. If latency is being reported when using a specific feature such as desktop or application sharing, then performing the speed tests while using the feature is recommended. Recommended sites:
http://speedtest.net (Highly recommended)
Run the tests at least 3 times to get a general idea of the user's bandwidth.
For most accurate results, the user must choose a speed test server located closest to the Webex server they are connecting into. For example: if the user is in the US but is joining a meeting being hosted in London, they would choose a speed test server located in London.
- MSINFO32 - MSINFO32 captures system information to help the agent better understand a user's hardware and software configuration. To run MSINFO32:
- Right-click on the Start button and choose Run to bring up the Run dialog
- Type MSINFO32.
This will open the MSINFO32 panel.
- Click File > Save to capture a profile of the computer.