ID: #008/Intermittent Website Performance / Slow Loading
Ticket Details
- Priority: Low
- Category: Network
- Time to Resolve: ~ 1 hour
User's Report
"I tried to access many websites but they just load forever. I tried to open one tab at a time but that didn't help. I just finished a very big project and I can wait for about a week for the technician to come and help before I start a new project."
My Troubleshooting Process
[10:00] INITIAL CONTACT | VERIFY PROBLEM
- Accessed the user workstation by Remote Desktop and the user's IP address
- Opened both internal and public websites, verified that the speed was good
- Opened Task Manager and verified that Ethernet bandwidth was normal
- Failed to reproduce the issue
[10:30] - FOLLOW UP TROUBLESHOOTING
- Use tracert in Command Prompt to ping google.com, all hops were under 30ms, verified problem was not from the user router
- Quick assessment: The bandwidth at the time the user was accessing websites can be lower than usual (this problem can be from the ISP), or Windows was downloading patches and updates during that time
[10:50] - Optimization and Maintenance
- Cleared the user's browser cache
- Run ipconfig /flushdns in Command Prompt
- Reported back to the user and informed educational details
Resolution & Communication
[10:00] INITIAL CONTACT | VERIFY PROBLEM
- Accessed the user workstation by Remote Desktop and the user's IP address
- Opened both internal and public websites, verified that the speed was good
- Opened Task Manager and verified that Ethernet bandwidth was normal
- Failed to reproduce the issue
[10:30] - FOLLOW UP TROUBLESHOOTING
- Use tracert in Command Prompt to ping google.com, all hops were under 30ms, verified problem was not from the user router
- Quick assessment: The bandwidth at the time the user was accessing websites can be lower than usual (this problem can be from the ISP), or Windows was downloading patches and updates during that time
[10:50] - Optimization and Maintenance
- Cleared the user's browser cache
- Run ipconfig /flushdns in Command Prompt
- Reported back to the user and informed educational details
My response to user:
"Hi,
I have completed the investigation into the website performance issues you reported.
After a full diagnostic of your network connection and hardware, I found that your Ethernet bandwidth and network routing are currently performing at optimal speeds. I was unable to reproduce the slowness during our session, which suggests the issue may have been an intermittent network spike or a background system update.
Your workstation is fully optimized and ready for use. Please let me know if the slowness returns.
Best regards,
As Documented in Spiceworks
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