How Do I Troubleshoot Latency for Residential Users?

How Do I troubleshoot latency for residential users?

How Do I troubleshoot latency with a home user?


Solution:

Review the following when troubleshooting latency issues for residential users:

  1. Identify the source of latency:
    1. Have the user run three traceroutes to their Webex site.
    2. Capture three speed test results. These results can be obtained speed test sites like http://www.speedtest.net. It is recommended that the user run a trace to the server closest to them, and then a trace to the server closest to their Webex site location.
       
  2. Check the user's connection type / connection speed:
    • Satellite connections use burst technology and are not reliable connections for real-time internet activities like Webex meetings.
    • If the user is on a wireless network, have them connect physically to their router.
    • If latency persists, disconnect from the router & connect directly to the DSL / Cable modem.
For bandwidth requirements in the Webex Meetings, see: Cisco Webex Network Bandwidth Technical Paper
 
  1. Check for and disable VPNs or Proxy connections on the network:
    VPNs can create latency as the connection has to double-back through the user's network before reaching the internet.
    Proxy servers can cache packets and cause delay or timeouts. Bypass proxies by adding an exception for Webex.

 


 

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