I host a fairly basic database driven (MySQL+PHP) website for a client. It's only really used by them, and generally only from their office (single static IP).
They have over the past months complained that it gets painfully slow (>10s between clicking a link and the page updating). Whenever I have tested the site is lightning fast, and that includes testing the exact steps they're taking, at the same time as they do it (while on the phone to them). They've tried multiple browsers (IE and Chrome) and so have I. The problem only seems to exist from their site, and as they're the only people using it that's a big problem.
When they try to use the Internet for anything else, it's fast (or so I'm told, anyway).
Any suggestions as to what might cause a localised problem like this, and how to diagnose it? They have almost zero IT skills which doesn't help at all, but I have tried running a traceroute from my server to their external IP and it hasn't shown any obvious problems. I tried a ping test to look for dropped packets but their external IP isn't responding to ping and there's no way they could change that.
The server runs multiple sites, isn't heavily loaded, no other sites are reporting issues. I'm as sure as I can be that the problem is network not server related.
Mark
A couple of things that I would want to check:
1. Is it only one PC/Laptop/Device within the client's network that is experiencing this issue? Does it work 'ok' from other devices within the same network? 2. Are there DNS issues resolving the server IP address (which isn't a problem with other sites) 3. Does connecting a 'slow' device to a physical ethernet cable (if this is possible) resolve the issue (or at least point to the Wireless Access Point being the issue)? 4. Is it possible to test one of the slow devices outside of the network (e.g. over a WiFi dongle) to see whether it is the network or device?
N.
On Wed, Aug 7, 2013 at 1:12 PM, Mark Rogers mark@quarella.co.uk wrote:
I host a fairly basic database driven (MySQL+PHP) website for a client. It's only really used by them, and generally only from their office (single static IP).
They have over the past months complained that it gets painfully slow (>10s between clicking a link and the page updating). Whenever I have tested the site is lightning fast, and that includes testing the exact steps they're taking, at the same time as they do it (while on the phone to them). They've tried multiple browsers (IE and Chrome) and so have I. The problem only seems to exist from their site, and as they're the only people using it that's a big problem.
When they try to use the Internet for anything else, it's fast (or so I'm told, anyway).
Any suggestions as to what might cause a localised problem like this, and how to diagnose it? They have almost zero IT skills which doesn't help at all, but I have tried running a traceroute from my server to their external IP and it hasn't shown any obvious problems. I tried a ping test to look for dropped packets but their external IP isn't responding to ping and there's no way they could change that.
The server runs multiple sites, isn't heavily loaded, no other sites are reporting issues. I'm as sure as I can be that the problem is network not server related.
Mark
-- Mark Rogers // More Solutions Ltd (Peterborough Office) // 0844 251 1450 Registered in England (0456 0902) @ 13 Clarke Rd, Milton Keynes, MK1 1LG
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On 7 August 2013 13:28, Nick Heppleston nick@modhul.com wrote:
- Is it only one PC/Laptop/Device within the client's network that is
experiencing this issue? Does it work 'ok' from other devices within the same network?
No, it's all PCs on their network. Typically there'll be anywhere between 1 and 6 users, and they all struggle at the same time (and they struggle more often than they don't) [*].
- Are there DNS issues resolving the server IP address (which isn't a
problem with other sites)
I don't think so: having accessed the site most browsers don't constantly look up DNS anyway do they? Ie it might impact first access but now have any effect after that?
- Does connecting a 'slow' device to a physical ethernet cable (if this is
possible) resolve the issue (or at least point to the Wireless Access Point being the issue)?
As far as I know they're all desktops with cabled connections, but I'll check.
- Is it possible to test one of the slow devices outside of the network
(e.g. over a WiFi dongle) to see whether it is the network or device?
I don't think so, at least not if they're desktops. Might be easier to see if someone has a laptop that works fine at home and get them to bring it in though.
Thanks for the suggestions.
Mark
[*] Based on user reports, that is.
On Wed, Aug 07, 2013 at 01:12:33PM +0100, Mark Rogers wrote:
Any suggestions as to what might cause a localised problem like this, and how to diagnose it? They have almost zero IT skills which doesn't help at all, but I have tried running a traceroute from my server to their external IP and it hasn't shown any obvious problems. I tried a ping test to look for dropped packets but their external IP isn't responding to ping and there's no way they could change that.
Ask them for a remote login to some desktop sharing app on their computer and ask them to demo the problem to you? Once you have that you can look at what's going on with the server and the client and see if a problem exists. Depending on what you turn up from there you can use that information as the basis for what diagnosis you do going forwards?
Adam
Try Speedtest.net to multiple servers.
On 7 August 2013 14:11, Adam Bower adam@thebowery.co.uk wrote:
On Wed, Aug 07, 2013 at 01:12:33PM +0100, Mark Rogers wrote:
Any suggestions as to what might cause a localised problem like this, and how to diagnose it? They have almost zero IT skills which doesn't help at all, but I have tried running a traceroute from my server to their external IP and it hasn't shown any obvious problems. I tried a ping test to look for dropped packets but their external IP isn't responding to ping and there's no way they could change that.
Ask them for a remote login to some desktop sharing app on their computer and ask them to demo the problem to you? Once you have that you can look at what's going on with the server and the client and see if a problem exists. Depending on what you turn up from there you can use that information as the basis for what diagnosis you do going forwards?
Adam
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On 7 August 2013 16:24, billynkid@gmail.com billynkid@gmail.com wrote:
Try Speedtest.net to multiple servers.
Thanks for the suggestion, I'll try this too if I get remote access (or get them to do it otherwise).
Mark
If you can get a remote session (join.me or similar) you could run some in-browser analytics depening on the Brower they use:
IE - Press F12 Chrome - Use right-click and inspect element Firefox - Use firebug
These all allow you to get a breakdown of net activity.
Here's an example of the ALUG page load:
I take it we can't test the page load for you? -- ATB, Karl
On 7 August 2013 17:15, Mark Rogers mark@quarella.co.uk wrote:
On 7 August 2013 16:24, billynkid@gmail.com billynkid@gmail.com wrote:
Try Speedtest.net to multiple servers.
Thanks for the suggestion, I'll try this too if I get remote access (or get them to do it otherwise).
Mark
-- Mark Rogers // More Solutions Ltd (Peterborough Office) // 0844 251 1450 Registered in England (0456 0902) @ 13 Clarke Rd, Milton Keynes, MK1 1LG
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On 8 August 2013 07:55, Karl Foley karl@thefoleyhouse.co.uk wrote:
If you can get a remote session (join.me or similar) you could run some in-browser analytics depening on the Brower they use:
IE - Press F12 Chrome - Use right-click and inspect element Firefox - Use firebug
Thanks for this. I didn't know IE had something built in (no particular reason why I would!). Firebug I know but have been reluctant to install something on their PC, although it probably wouldn't be an issue.
I take it we can't test the page load for you?
Unfortunately it's inaccessible without a suitable login. I've done many tests from various "locations" (ie via more than one ISP, and from phones etc); it all seems to be fine except from their office. Which is, of-course, the only lace its actually used, and access to other Internet services/websites is fine from their office.
Mark
On 7 August 2013 14:11, Adam Bower adam@thebowery.co.uk wrote:
Ask them for a remote login to some desktop sharing app on their computer and ask them to demo the problem to you? Once you have that you can look at what's going on with the server and the client and see if a problem exists. Depending on what you turn up from there you can use that information as the basis for what diagnosis you do going forwards?
Good idea, I'll check this out. Of-course if the network is a problem it might be hard to determine whether slowness is down to the remote access but it should still yield come clues. Assuming they have XP or higher I believe there's some kind of remote support tool built in isn't there? (Wasn't really wanting to get into Windows support, thought I'd escaped that years ago!)
At least I should be able to do some ping tests to check for packet loss if I have access to one of their PCs.
-
Adam Bower -
billynkid＠gmail.com -
Karl Foley -
Mark Rogers -
Nick Heppleston