Service Desk slow to load

That explains it.

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.

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?

Did a second trace from a different machine / different network / different internet connection (with the same issues):

PS H:\> tracert desk.gotoassist.com

Tracing route to desk.gotoassist.com [68.64.17.42]
over a maximum of 30 hops:

  1     1 ms     1 ms    <1 ms  192.168.0.242
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *      163 ms  ae6.cs2.lga5.us.eth.zayo.com [64.125.29.77]
 10   112 ms   112 ms   112 ms  ae27.cr2.ord2.us.zip.zayo.com [64.125.30.245]
 11   158 ms   158 ms   158 ms  ae13.mpr2.den1.us.zip.zayo.com [64.125.21.254]
 12   159 ms   158 ms   160 ms  ae8.mpr3.las1.us.zip.zayo.com [64.125.24.78]
 13   158 ms   157 ms   158 ms  ae2.mpr2.las1.us.zip.zayo.com [64.125.24.141]
 14   218 ms   158 ms   161 ms  128.177.113.94.ipyx-093447-zyo.zip.zayo.com [128.177.113.94]
 15   159 ms   158 ms   158 ms  173.199.61.3
 16   173 ms   172 ms   172 ms  desk.gotoassist.com [68.64.17.42]

Trace complete.

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:\> tracert desk.gotoassist.com

Tracing route to desk.gotoassist.com [68.64.17.42]
over a maximum of 30 hops:

  1     2 ms     1 ms    <1 ms  192.168.20.248
  2     2 ms     2 ms     2 ms  ip-87-85-32-81.mpls.easynet.net [87.85.32.81]
  3     3 ms     2 ms     3 ms  195.86.221.145
  4     3 ms     3 ms     4 ms  er1.ams1.nl.above.net [80.249.208.122]
  5     4 ms     4 ms     4 ms  ae14.cr1.ams10.nl.zip.zayo.com [64.125.21.77]
  6   147 ms   147 ms   147 ms  ae27.cs1.ams10.nl.eth.zayo.com [64.125.27.0]
  7   164 ms   155 ms   154 ms  ae6.cs2.lga5.us.eth.zayo.com [64.125.29.77]
  8   151 ms   151 ms   151 ms  ae3.cs2.ord2.us.eth.zayo.com [64.125.29.213]
  9   105 ms   105 ms   106 ms  ae27.cr2.ord2.us.zip.zayo.com [64.125.30.245]
 10   153 ms   151 ms   151 ms  ae13.mpr2.den1.us.zip.zayo.com [64.125.21.254]
 11   153 ms   151 ms   151 ms  ae8.mpr3.las1.us.zip.zayo.com [64.125.24.78]
 12   151 ms   151 ms   151 ms  ae2.mpr2.las1.us.zip.zayo.com [64.125.24.141]
 13   151 ms   151 ms   151 ms  128.177.113.94.ipyx-093447-zyo.zip.zayo.com [128.177.113.94]
 14   152 ms   152 ms   160 ms  173.199.61.3
 15   151 ms   151 ms   151 ms  desk.gotoassist.com [68.64.17.42]

Hi,

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