How Do I Troubleshoot Latency for Residential Users?

How Do I troubleshoot latency for residential users?

Solution:

Review the following when troubleshooting latency issues for residential users:

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.
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

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.