Getting drops/ high latency while accessing one web server on internet

[Naren0007]

Hi Guys,

I am from ISP & my customer getting high latency & packet drops while accessing one server on internet

i want to know how can i troubleshot to resolve this issue.

what would be my troubleshooting steps

Narinder Patial

[Vinit Jain]

Hello Narinder

The first step you should be following is to isolate the point, there the latency is happening.

If the customer is getting latency, ask the customer to check the following based on the below topology:

CE1----PE1----Core Network-----PE2----CE2

Assuming CE1 is the node from where they are testing, 

Check the latency from CE1 to PE1, then CE1 to PE2, PE2 to CE2

If the latency is only on the point where the core is coming into play, you will then have to see where exactly is the latency coming.

I see you mentioned that the issue is with one server. It may also be possible that the problem is isolated to that one particular server and they may want to check that server itself.

Hope this helps.

Regards

Vinit

PS: Please rate useful posts.

[Naren0007]

hello Vinit,

the problem is only this customer is facing issue to access this server, from other location we are not observing any issue 

[Vinit Jain]

Hello Narinder

Could you please share the relevant topology between the customer device and the server (including the ISP hops and what devices are those). Even if it is a particular location and server, we will still need to isolate the problem on where exactly it is happening. is it something in customer network or seen only when your ISP network is involved.

Regards

Vinit

[Vinit Jain]

Another question is, do they see drops when they try to ping the PE device instead of server.

Regarding the plan i mentioned "Check the latency from CE1 to PE1, then CE1 to PE2, PE2 to CE2", try performing a ping test and see what is the round trip time (or packet loss) you see in the above testing.

Regards

Vinit