Service Desk slow to load

Question

Hi

I'm writing to get some help about GotoAssist Service Desk loading very slow at times for me. It's taking minutes to to download for the text/html page.

I am on a 20Mb/s fiber internet connection, all other sites load OK.

glennd · Answer

Hi,Can you try a trace route to desk.gotoassist.com ?

michael311 · Answer

Hi Guys,Yesterday and this morning I experience the same issue as mentioned by Johnny.It can take up to 10 minutes to load a new page (f.e. New Incident).Sometimes it did load fast (normal), but this morning I experience this for the second day in a row.I did a tracert for you:PS H:\&gt; tracert desk.gotoassist.comTracing route to desk.gotoassist.com [68.64.17.42]over a maximum of 30 hops:&nbsp; 1&nbsp;&nbsp;&nbsp;&nbsp; 2 ms&nbsp;&nbsp;&nbsp;&nbsp; 1 ms&nbsp;&nbsp;&nbsp; &lt;1 ms&nbsp; 192.168.20.248&nbsp; 2&nbsp;&nbsp;&nbsp;&nbsp; 2 ms&nbsp;&nbsp;&nbsp;&nbsp; 2 ms&nbsp;&nbsp;&nbsp;&nbsp; 2 ms&nbsp; ip-87-85-32-81.mpls.easynet.net [87.85.32.81]&nbsp; 3&nbsp;&nbsp;&nbsp;&nbsp; 3 ms&nbsp;&nbsp;&nbsp;&nbsp; 2 ms&nbsp;&nbsp;&nbsp;&nbsp; 3 ms&nbsp; 195.86.221.145&nbsp; 4&nbsp;&nbsp;&nbsp;&nbsp; 3 ms&nbsp;&nbsp;&nbsp;&nbsp; 3 ms&nbsp;&nbsp;&nbsp;&nbsp; 4 ms&nbsp; er1.ams1.nl.above.net [80.249.208.122]&nbsp; 5&nbsp;&nbsp;&nbsp;&nbsp; 4 ms&nbsp;&nbsp;&nbsp;&nbsp; 4 ms&nbsp;&nbsp;&nbsp;&nbsp; 4 ms&nbsp; ae14.cr1.ams10.nl.zip.zayo.com [64.125.21.77]&nbsp; 6&nbsp;&nbsp; 147 ms&nbsp;&nbsp; 147 ms&nbsp;&nbsp; 147 ms&nbsp; ae27.cs1.ams10.nl.eth.zayo.com [64.125.27.0]&nbsp; 7&nbsp;&nbsp; 164 ms&nbsp;&nbsp; 155 ms&nbsp;&nbsp; 154 ms&nbsp; ae6.cs2.lga5.us.eth.zayo.com [64.125.29.77]&nbsp; 8&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp; ae3.cs2.ord2.us.eth.zayo.com [64.125.29.213]&nbsp; 9&nbsp;&nbsp; 105 ms&nbsp;&nbsp; 105 ms&nbsp;&nbsp; 106 ms&nbsp; ae27.cr2.ord2.us.zip.zayo.com [64.125.30.245]&nbsp;10&nbsp;&nbsp; 153 ms&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp; ae13.mpr2.den1.us.zip.zayo.com [64.125.21.254]&nbsp;11&nbsp;&nbsp; 153 ms&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp; ae8.mpr3.las1.us.zip.zayo.com [64.125.24.78]&nbsp;12&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp; ae2.mpr2.las1.us.zip.zayo.com [64.125.24.141]&nbsp;13&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp; 128.177.113.94.ipyx-093447-zyo.zip.zayo.com [128.177.113.94]&nbsp;14&nbsp;&nbsp; 152 ms&nbsp;&nbsp; 152 ms&nbsp;&nbsp; 160 ms&nbsp; 173.199.61.3&nbsp;15&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp;&nbsp; 151 ms&nbsp; desk.gotoassist.com [68.64.17.42]

michael311 · Answer

Did a second trace from a different machine / different network / different internet connection (with the same issues):PS H:\&gt; tracert desk.gotoassist.comTracing route to desk.gotoassist.com [68.64.17.42]over a maximum of 30 hops:&nbsp; 1&nbsp;&nbsp;&nbsp;&nbsp; 1 ms&nbsp;&nbsp;&nbsp;&nbsp; 1 ms&nbsp;&nbsp;&nbsp; &lt;1 ms&nbsp; 192.168.0.242&nbsp; 2&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp; Request timed out.&nbsp; 3&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp; Request timed out.&nbsp; 4&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp; Request timed out.&nbsp; 5&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp; Request timed out.&nbsp; 6&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp; Request timed out.&nbsp; 7&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp; Request timed out.&nbsp; 8&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp; Request timed out.&nbsp; 9&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; *&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 163 ms&nbsp; ae6.cs2.lga5.us.eth.zayo.com [64.125.29.77]&nbsp;10&nbsp;&nbsp; 112 ms&nbsp;&nbsp; 112 ms&nbsp;&nbsp; 112 ms&nbsp; ae27.cr2.ord2.us.zip.zayo.com [64.125.30.245]&nbsp;11&nbsp;&nbsp; 158 ms&nbsp;&nbsp; 158 ms&nbsp;&nbsp; 158 ms&nbsp; ae13.mpr2.den1.us.zip.zayo.com [64.125.21.254]&nbsp;12&nbsp;&nbsp; 159 ms&nbsp;&nbsp; 158 ms&nbsp;&nbsp; 160 ms&nbsp; ae8.mpr3.las1.us.zip.zayo.com [64.125.24.78]&nbsp;13&nbsp;&nbsp; 158 ms&nbsp;&nbsp; 157 ms&nbsp;&nbsp; 158 ms&nbsp; ae2.mpr2.las1.us.zip.zayo.com [64.125.24.141]&nbsp;14&nbsp;&nbsp; 218 ms&nbsp;&nbsp; 158 ms&nbsp;&nbsp; 161 ms&nbsp; 128.177.113.94.ipyx-093447-zyo.zip.zayo.com [128.177.113.94]&nbsp;15&nbsp;&nbsp; 159 ms&nbsp;&nbsp; 158 ms&nbsp;&nbsp; 158 ms&nbsp; 173.199.61.3&nbsp;16&nbsp;&nbsp; 173 ms&nbsp;&nbsp; 172 ms&nbsp;&nbsp; 172 ms&nbsp; desk.gotoassist.com [68.64.17.42]Trace complete.

bcshay · Answer

The only thing I can see that may or may not be an issue is when it hits Abovenet Communications Inc's Internet routers it hops around their routers in Los Angeles for 9 hops or so. Abovenet's routers definitely have higher than normal latency for routers located within the same geolocation (Los Angeles). But all and all we are still only looking at a few seconds response times back to the source router.

Have you tried doing some web debugging, say via fiddler, to see if it shows us anything different besides ICMP requests?

johnny hughes · Answer

Hi, Michael,
It looks like your route (like ours) hops through zayo.com who has some spliced fiber connections. I contacted my ISP and was told the following:

Johnny,

Zayo reports splicers are on site.

As of 4AM (3/23/2016), Zayo was half way through the repair of cut fibers, Traces are looking better but I will let you know when repair has been completed.

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