Service Desk slow to load

[Johnny Hughes]

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]

Hi,

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

[Michael311]

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]

[Michael311]

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.

[Bcshay]

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]

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.

[Bcshay]

That explains it.