Troubleshooting Connectivity - Revision history

Lsilverman: /* The bridge from LAN to Internet */

2019-09-25T13:53:02Z

The bridge from LAN to Internet

Lsilverman: /* Advanced troubleshooting */

2019-09-25T13:52:37Z

Advanced troubleshooting

Sirwin: /* Cellular Networks */

2018-04-16T15:24:04Z

Cellular Networks

Lsilverman: /* WiFi Testing Tools */

2018-01-23T22:59:38Z

WiFi Testing Tools

Lsilverman: /* Advanced troubleshooting */

2018-01-23T22:55:50Z

Advanced troubleshooting

Lsilverman at 22:55, 23 January 2018

2018-01-23T22:55:15Z

Lsilverman at 22:55, 23 January 2018

2018-01-23T22:55:00Z

Lsilverman at 22:53, 23 January 2018

2018-01-23T22:53:25Z

Lsilverman at 22:28, 23 January 2018

2018-01-23T22:28:30Z

Lsilverman at 22:16, 23 January 2018

2018-01-23T22:16:31Z

@@ Line 39: / Line 39: @@
 * Does the organization understand which applications are using the Internet and how much bandwidth they each consume throughout the day?
 * Are there any employees or applications consuming too much Internet bandwidth, not leaving enough for TrackAbout?
 * Is your network configured to blacklist sites that are known to consume a lot of bandwidth (video streaming in particular)?
 * Is there a redundant Internet service provider or only a single provider? How reliable is the Internet in general?

← Older revision		Revision as of 13:52, 25 September 2019
Line 117:		Line 117:

	==Advanced troubleshooting==		==Advanced troubleshooting==
−	~~===Ping and TraceRoute===~~
−	*See [[Troubleshooting with Ping and Trace Route]]

	===Unable to connect to WiFi network from Rugged Handheld===		===Unable to connect to WiFi network from Rugged Handheld===

@@ Line 49: / Line 49: @@
 * Is there sufficient bandwidth and coverage?
 * Are mobile devices taking too long to give up on out-of-range WiFi networks before cutting over to Cellular, and vice-versa.
 ===Patterns of Application Behavior===

@@ Line 111: / Line 111: @@
 ;iOS
 :[https://itunes.apple.com/us/app/network-analyzer-lite-wifi/id562315041?mt=8 Network Analyzer Lite]
 ==Advanced troubleshooting==

@@ Line 113: / Line 113: @@
 ==Advanced troubleshooting==
-===Miscellaneous Tools===
+===Ping and TraceRoute===
 *See [[Troubleshooting with Ping and Trace Route]]

← Older revision		Revision as of 22:55, 23 January 2018
Line 1:		Line 1:
−	==Questions for Root Cause Analysis==	+	==Questions to Ask for Root Cause Analysis==
	We do our best to help customers when they have network performance complaints. Most often our customers have problems with WiFi access points or insufficient Internet bandwidth to meet demand from the organization’s employees and applications.		We do our best to help customers when they have network performance complaints. Most often our customers have problems with WiFi access points or insufficient Internet bandwidth to meet demand from the organization’s employees and applications.

@@ Line 60: / Line 60: @@
 ** Sometimes the problem can lie with the employee and not the technology.
-==No Internet Connectivity==
+==No Internet Connectivity from Device==
 * The best connectivity test is going to be the one performed on the same or similar device or computer as the one having problems, and on the exact same network subnet or wifi access point. For a computer on a physical network, this means plugging a different or separate laptop or other wired device into the same network port as the machine having the problem in order to test speed and connectivity. For a wireless device, it means connecting a reliable device to the same WiFi access point as the device having problems.
 * Check if the issue is only affecting one device or many. Check if other devices using the same network have issues too.
@@ Line 66: / Line 67: @@
 * Contact your IT department or contractor.
 * For small companies, you might reboot your Internet modem and/or routers if you can do so without disturbing operations, wait 5 minutes and try again. If problems persist, contact your internet service provider.
 ==Internet Speed Tests==

@@ Line 78: / Line 78: @@
 * Verizon http://my.verizon.com/services/speedtest
-===Internet is working, but TrackAbout is not===
+==Internet is working, but TrackAbout is not==
 Check the TrackAbout Status Page at http://status.trackabout.com
 * While at this site, please subscribe to notifications and updates so you will be informed when TrackAbout is conducting maintenance or having an outage.
@@ Line 85: / Line 86: @@
 * The System Metrics section shows independent, third-party external tests (Pingdom).
-Use "Down for Everyone or Just Me" to check if the issue might be just your location or geographical region, or affecting everyone: http://downforeveryoneorjustme.com/app.trackabout.com
+===Check TrackAbout with a Testing Service===
 Check Internet access using TrackAbout TAMobile
 *Launch TAMobile 6 (TrackAbout on the handheld)
 *Select '''Utilities''' then select '''CONFIG'''
 *From the drop-down list, select '''Save Mode''' and select '''Wireless Mode'''
 ===No Connectivity on Mobile Device===
@@ Line 104: / Line 103: @@
 If you are having problem connecting to your wireless network, contact your IT or network department or IT contractor. See also [[#Advanced troubleshooting|Advanced troubleshooting]] below
-===Testing WIFI===
+===WiFi Testing Tools===
-Using a smartphone, several Apps exist to test Wifi signal strength and coverage
+These smartphone apps test Wifi signal strength and coverage
-====Android Free Apps====
-*[https://play.google.com/store/apps/details?id=com.farproc.wifi.analyzer&hl=en Wifi Analyzer]
+;Android
-====iOS Free Apps====
+:[https://play.google.com/store/apps/details?id=com.farproc.wifi.analyzer&hl=en Wifi Analyzer]
-*[https://itunes.apple.com/us/app/network-analyzer-lite-wifi/id562315041?mt=8 Network Analyzer Lite]
 ==Advanced troubleshooting==

@@ Line 5: / Line 5: @@
 ===Problems with handheld devices===
-* Do problems occur on one device, some devices, or all devices?
+* Do problems occur on one device, some devices, or all devices? Have you tried with another model of device?
 * Are there specific devices or device models that users prefer to use, because they seem to perform better?
 ===Problems with computer workstations===
@@ Line 24: / Line 27: @@
 * Is the LAN reliable?
 * Is the LAN provisioned with enough network capacity (bandwidth) to handle all applications being used?
 * Is the LAN segmented so all company applications aren't running through the same choke points?
 ===The bridge from LAN to Internet===
 Traffic destined for TrackAbout must exit the corporate network onto the Internet.
 * Is there enough Internet bandwidth for all employees and applications?
 * What is your Internet utilization percentage? In other words, how much of the total amount of bandwidth your company pays for is being used at peak usage times?
-** Are you near or exceeding your bandwidth cap? Your ISP could be slowing down your Internet intentionally. This is called "throttling".
+* Are you near or exceeding your bandwidth cap? Your ISP could be slowing down your Internet intentionally. This is called "throttling".
 * Does the organization understand which applications are using the Internet and how much bandwidth they each consume throughout the day?
 * Are there any employees or applications consuming too much Internet bandwidth, not leaving enough for TrackAbout?
 ===Cellular Networks===
@@ Line 41: / Line 51: @@
 ===Patterns of Application Behavior===
 * Are ALL TrackAbout operations slow, or only some operations?
 * Which operations seem slow? (syncing, maintenance, filling, deliveries)
@@ Line 67: / Line 78: @@
 * Verizon http://my.verizon.com/services/speedtest
-===If other Internet-based applications are fast but TrackAbout access is slow===
+===Internet is working, but TrackAbout is not===
 Check the TrackAbout Status Page at http://status.trackabout.com
-* While at this site, please subscribe to notifications and updates on exactly when our system is being updated.
+* While at this site, please subscribe to notifications and updates so you will be informed when TrackAbout is conducting maintenance or having an outage.
-* If TrackAbout is experiencing an outage, our engineers are likely already working on restoring the service. Feel free to contact the [[Contact Us|Support team]].
+* If TrackAbout is experiencing an outage, our engineers are likely already working on restoring the service. You may contact the [[Contact Us|Support team]].
 * Our status page indicates whether the application web site and the mobile sync services are basically UP or DOWN. It does NOT guarantee performance of all subsystems is optimal. It only monitors and measures basic tests.
-* The System Metrics section shows independent, third-party external tests (Pingdom and New Relic) against two specific health check endpoints:
+* The System Metrics section shows independent, third-party external tests (Pingdom).
 Use "Down for Everyone or Just Me" to check if the issue might be just your location or geographical region, or affecting everyone: http://downforeveryoneorjustme.com/app.trackabout.com
@@ Line 90: / Line 92: @@
 *From the drop-down list, select '''Save Mode''' and select '''Wireless Mode'''
-Ping test: Open a command prompt and type: <console>>ping ping.trackabout.com</console>
+See [[Troubleshooting with Ping and Trace Route]] for more network tests.
-Trace Route: Open a command prompt and type: <console>>tracert ping.trackabout.com</console>
+==Testing from a Mobile Device==
 ===No Connectivity on Mobile Device===
 *Using the mobile browser, open the Google search page www.google.com. If Google's search page loads, the general Internet is likely OK.
-*If device has both WiFi and Cellular turned on, your device will favor the WiFi. Try turning off Wifi to fall back to Cellular and try TrackAbout again.
+*If device has both WiFi and Cellular turned on, your device will favor the WiFi. Try turning off WiFi to fall back to Cellular and try TrackAbout again.
 *In the TAMobile 6 app, use the '''wireless Lookup''' feature , entering '111' for serial number or barcode, you should be able to confirm Internet access as well as reaching the TrackAbout servers.
@@ Line 130: / Line 130: @@
 #Enable Internet
 ##Access the '''Settings - Connections - WIFI'''. There select '''Connect to Internet

@@ Line 1: / Line 1: @@
-==Areas of Inquiry==
+==Questions for Root Cause Analysis==
 We do our best to help customers when they have network performance complaints. Most often our customers have problems with WiFi access points or insufficient Internet bandwidth to meet demand from the organization’s employees and applications.
@@ Line 57: / Line 57: @@
 *See also [[#Advanced troubleshooting|Advanced troubleshooting]] below
-==Slow Access==
+==Internet Speed Tests==
-Are you getting the speed you're paying for?
+Are you getting the speed you're paying for? A speed-test web site can tell you whether you're able to download and upload at the speeds you are paying for. However, know that when you run the test, you are competing with all other Internet traffic taking place in the company. Therefore, these tests will be most accurate when run at a time when Internet usage is at its lowest point in the company.
-===Internet speed test sites===
 * DSL Reports http://speedtest.dslreports.com/
 * Speakeasy http://www.speakeasy.net/speedtest/
 * Comcast http://speedtest.comcast.net/
 * Verizon http://my.verizon.com/services/speedtest
-===If only TrackAbout access is slow===
+===If other Internet-based applications are fast but TrackAbout access is slow===
 Try to pinpoint the scope of the issue by answering these questions:
-*Are all pages or mobile actions slow, or only specific ones?
+* Are all pages or mobile actions slow, or only specific ones?
-*Does the issue affect all computers or mobile devices or only some or one?
+* Does the issue affect all computers or mobile devices or only some or one?
-*Are all your locations affected or only one?
+* Are all your locations affected or only one?
 ===Internet access but no TrackAbout Access===