Investigating Network/Internet Connection Drops with ControlUp Latency Report

The user asked about a graph showing gaps in latency numbers which indicates a drop in the clients network/internet connection. It was suggested to set up Scoutbees and monitor wifi as part of the issue resolution. Having 3 targets in the latency report and seeing gaps in the same spot for all 3 targets could point to an issue with the user’s cable, router, modem or ISP. ControlUP traceroute info might also be helpful.

Read the entire ‘Investigating Network/Internet Connection Drops with ControlUp Latency Report’ thread below:

Just to make sure i’m reading this correctly, looking at this graph would it be accurate to say the blacked out blocks would indicate a temporary drop in the clients network/internet connection on the user end?

Hi @member, did you also specify other targets than just Google? If they show the same pattern, it could just be that the machine (and agent) go to sleep on certain moments.

i actually have not setup any other targets yet but good idea. i’ll have to find some good other candidates for that. and this is actually a hardwired windows thin client that does not go to sleep so actively being used throughout the day. (a new user w/ we believe unstable internet but of course reporting she never had an issue w/ her last job ….not using a virtual desktop of course) so looking if this is a useful indicator we can use

out of curiosity, after you add more targets, how long does it take to start showing those targets in the latency report? i added 2 of our externally facing IPs (that are pingable) in addition to the 8.8.8.8 default but so far 20 min later its still only using google

It does this every minute. Try pinging the address manually from one of the devices

yup i can ping fine from the outside on my laptop i just tested

It should appear in the performance stats after a minute afaik

i can reach out to support too of course but wanted to see if i understand how it should work first. so if i set up 3 targets should i see metrics for all 3 here ya think?

Yeah, it should look like this:

ahhh ok i’m dumb 🙂 i set columns to 1 and just didnt scroll

i’m blaming on coffee still brewing

thanks for the help!

If you have Scoutbees, you could setup a custom hive on one of these endpoints end see why it is failing sometimes

so if i have this setup on multiple similar clients (all in end users remote homes) and that latency block is solid for others but this one has those breakups i THINK its safe to assume SOMETHING on that users network (or ISP) is having drops or packet loss probably though to start wouldnt you think?

Agreed

ok just making sure i’m not crazy and didnt make that up when i told the persons manager 🙂

traceroute info probably wont be terribly helpful if latency #’s are fine but those dropouts w/ a virtual connection i can see being a huge issue

we do see Citrix RTT high jumps in citrix director too

Interesting

AND having 3 targets in there i see gaps in the same exact spot for all 3 targets (2 back to us, 1 to google) so i think that would point to something at her location (lan, modem, hookup outside her house)

Like you said, if other devices do not show these gaps, it is safe to say something fishy is going on in that location. Wifi is also measured, so maybe you see drops there as well?

she’s hardwired to her router for this client……so right now i told them it could be anything from her cable she’s using from client to router, the router, modem, or something w/ her ISP (maybe the thin client i guess if the nic is having an issue i suppose too) but this looks pretty consistent when you have 3 routes and all 3 have gaps at the same spot

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