What Does Webex Need when Reporting a Latency Issue? – Webex

• What does Webex need when reporting a latency issue?
• What are the necessary collection steps for latency issues?
• What data should be captured for latency problems?

Solution:

When you report a problem with latency, it is important to collect the information that is listed below (the information that is marked with an asterisk is essential to determining the reason of the latency):

• Internet Service Provider – The Internet service provider (ISP) that the host or attendee employs in order to connect to the Internet.
  • Example: Comcast, AT&T, Surewest, etc.
• Location -The precise geographic location at which the consumer is situated.
  • Example: Sacramento, CA.
• Type of connection -Which kind of connection is being made at this time?
  • Examples: T1, Cable, DSL.
• Traceroutes – The following data ought to be included on the ticket.
  (Please provide an explanation if traceroutes are not included in the report):
• There are three forward Traceroutes that go from the customer’s system to the central Webex server.
• Three backtracking traceroutes beginning at Webex’s servers.

1 Go to this website: https://lg.webex.com/.

2 Choose the trace option from the radio buttons, and then from the drop-down menu, choose the Node (America, APAC, or EMEA).

3 Simply click the button labeled “Submit.” (Please be aware that it may take up to three minutes for this to return.)

4 If you are utilizing wbxlogger2.exe, this program will automatically compile the three forwards and three reverses for you.

5 Three forward Traceroutes from the system of the customer to the server that hosts the backup Webex instance are optional.

Netstat results –The results of running netstat could make it clear whether or not the user’s connection is going through a proxy. To run a netstat:

1 To open the Run command, right-click the Windows button.

2 To open a command prompt, type CMD at the prompt.

3 In order to record the output of netstat, type NETSTAT.

Speed Test Results -When dealing with any issue in which latency is plainly obvious in the traceroute result or while participating in a Webex conference, the results of online speed tests are quite crucial. It is recommended that the speed tests be carried out while making use of the specific function in question, such as desktop or application sharing, if latency is being recorded when making use of that particular feature. The following URLs come highly recommended:

http://speedtest.net (Highly recommended)
http://www.dslreports.com/speedtest?more=1
https://www.speakeasy.net/speedtest/
Perform the tests a minimum of three times in order to get an accurate picture of the user’s bandwidth.
The user needs to select a speed test server that is geographically located as close as possible to the Webex server that they are connecting into for the most accurate results. For instance, if a user is located in the United States but is participating in a conference that is being held in London, the user should select a speed test server that is situated in London.