Symptoms of Network Degradation:
Some of the symptoms that may be experienced when a reservation is suffering from network degradation are:
- Response times of the UI and APIs growing longer
- Timeout errors occurring more frequently
- Pages failing to load correctly
Latency:
Reservations built in datacenters far from the users' location can cause latency which has the same symptoms as network degradation.
Latency due to geographical distance cannot be resolved. Therefore it is recommended to build reservations as close to the users' physical location as possible.
If the reservation you require is not available in a geo close to your users, please reach out to the collection owner to discuss options.
Common Causes for Network Degradation:
- Environment sizing
- Is the environment you've built big enough for what's running on it?
- Please check out the available capacity in the servers
- If your servers seem to be maxed out on CPU, memory, or disk space, we recommend:
- Rebuilding your environment with more capacity
- Submitting a request for additional capacity (only available for Pilot and Demo environments)
- Increased usage of the environment
- Have you started allowing others to use your environment?
- Additional users means additional load which can impact performance
- Age of the environment
- How old is the environment?
- Have you been performing patches to both the applications installed and the OS of the servers?
- An older environment that has not been receiving patches can experience impact to performance
- Capacity issues with the underlying hardware
- If the underlying hardware is having capacity issues, this can cause slowness in the environments built on top of it
- For VMWare environments, you should be able to check the underlying capacity at the VCenter link included on your Reservation Details page
- You can also check https://techzone.status.io for capacity issues
Information Gathering:
If you have opened a support ticket for your network degradation, please make sure to provide the following information:
- Specific Times and Dates for when the issue was seen
- Any error messages that seem to be caused by the network degradation
- Steps to reproduce the errors
- Screenshots of what your seeing
Working a Support Ticket:
- Network degradation issues can be difficult to troubleshoot, especially if they are intermittent
- The member of ITZ Support that is assigned to your ticket will have the best chance of uncovering the root cause of your environment's issue if they are able to troubleshoot while the slowness is currently happening
- Together, you and the ITZ Support member will need to agree on the best method of communication to alert the ITZ Support member when the slowness is occurring