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.
      1. Browse to https://lg.webex.com/
      2. Select the trace radio button and select the Node (America, APAC and EMEA) from the drop-down.
      3. Click the Submit button. (Note: This may take up to 3 minutes to return.) 
      4. If you are using wbxlogger2.exe, this will automatically gather the 3 forwards and 3 reverses for you
      5. 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:
    1. Right-click on the Windows button, and Run.
    2. Type CMD to open a command prompt.
    3. 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:
    1. Right-click on the Start button and choose Run to bring up the Run dialog
    2. Type MSINFO32.
      This will open the MSINFO32 panel.
    3. Click File > Save to capture a profile of the computer.

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