Server Slowness and Intermittent Disconnects. Scenario(s):

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1 Scenario(s): - You open the cloud server icon on your desktop and try to connect to the server. - You are using the server as intended and the screen goes black and comes back after a few seconds. - You are using the server as intended and a disconnect message appears: The connection has been lost. Attempting to reconnect to your session Connection Attempt: 1 of You are using the server as intended and applications are reacting slower than usual. - You are trying to upload files to the server and it is taking longer than usual. To better understand your issue, please confirm/complete a few tasks over the coming 7 business days and send us an with the results at: After 7 business days please reply to your helpdesk ticket indicating you would like to setup a date/time for a phone conference where we can discuss and analyse the results of your testing. Because these issues are very difficult to find the source of the problem, it is important that we have your co-operation and accurate information so we can provide the best resolution for you. We do understand the frustrations and annoyance of not being able to efficiently complete your work, that s why our dedicated support team will work through this with you until a resolution can be made. pg. 1

2 To fill out the following: - You will need to access to record the Ping, Download and Upload. - You will then see this: - Locate the Gold Coast server by scrolling and clicking and dragging the map. pg. 2

3 - Make sure Gold Coast server is selected, then click Begin Test. - This may take up to a few minutes to complete. - Once complete you will receive this: - Record the Ping, Download and Upload on the table provided below at the specific times. - Please note: Run this on the at least two local machines, one for the Gold Coast server and one for your Local server to make sure you are getting a solid result, the more accurate the better. (It s preferred to enter the Gold Coast server results in the table below) pg. 3

4 Timestamp Ping Download Upload Notes Duration User(s) Affected Example Entry Day 10 3:45pm 230ms 1.8Mbps 0.2 Mbps Everyone were experiencing slowness. This lasted for 1hr 30m before becoming usable again. Bobuser1 and consult2 were the only ones. Day 1 8:00am Day 1-11:30am Day 1-2:45pm Day 1-4:50pm Day 2 8:00am Day 2-11:30am Day 2-2:45pm Day 2-4:50pm Day 3 8:00am Day 3-11:30am Day 3-2:45pm Day 3-4:50pm Day 4 8:00am Day 4-11:30am Day 4-2:45pm Day 4-4:50pm Day 5 8:00am Day 5-11:30am Day 5-2:45pm Day 5-4:50pm Day 6 8:00am Day 6-11:30am Day 6-2:45pm Day 6-4:50pm Day 7 8:00am Day 7-11:30am Day 7-2:45pm Day 7-4:50pm pg. 4

5 Day Are you receiving this in the system tray? Are you receiving this in the system tray? Example Yes Only one user with this. One If disconnected, are you able to reconnect immediately? No, I have to wait 30 minutes. If you are unable to access the server, can you still search the internet? I am able to but it s slow. Are you experiencing slowness with the whole server or certain applications? If select applications, which ones? Everything. Did you restart the router in the morning to re-sync the connection? Yes, I did restart the router. How many PC s/users are affected by this? 2 (Bob, Lucy) Two Three Four Five Six Seven pg. 5

6 (Bottom Bar, Start Bar) This is the System tray located bottom right of the screen on the Task Bar How are you connecting to the network? Circle or Highlight the correct information - Wireless / Wired / Mobile Broadband (3G, 4G, 5G) / Other: What operating system is your computer running? Circle or Highlight the correct information - Windows 8 / 7 / Vista / Mac OS X / Android / ios / Other: To find this information, Click Start, right-click Computer and then click Properties. In Windows 8, use the File Explorer instead of Start Menu. Are you using a shared internet with another business? (i.e a serviced office environment) Circle or Highlight the correct information - Yes / No / Other: What type of plan are you receiving from your Internet Service Provider? Circle or Highlight the correct information - Dial-Up / DSL / ADSL / ADSL2 / ADSL2+ / NBN / Cable / Wireless (3G, 4G, 5G) / Other: Have you been in-contact with your Internet Service Provider? If yes, are they aware of any reported faults in your area or able to verify if there is a slow connection on the line? Yes / No / Answer: pg. 6

7 Have you tried using another connection i.e Home Connection instead? Yes / No Here are some of the common causes: - Heavy load on the server could cause the server resources to lock up. - Internet connection shaped speed (monthly data reached and connection slowed) - Internet Service Provider upgrades to network could affect connectivity. - Heavy network traffic (another user downloading (YouTube, Netflix, etc.) - Intermittent Wireless connection (Wireless turns off and on again sporadically) - 3G/4G/5G connection is not strong enough to support the connection (Mobile Devices) (3 bars minimum) pg. 7

8 Helpful Settings: - Right-click the Virtual Server Icon and click Edit. - You will see this: - Go to the Experience Tab and in the drop-down menu select Modem (56Kbps) pg. 8

9 - Make sure the Persistent bitmap caching and Reconnect if the connection is dropped are ticked. - Next go to the Display Tab and select High Color (15 bit) in the drop-down menu. pg. 9

10 pg. 10

11 - After you have done that go to the General Tab then click Save - pg. 11

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