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If the performance issues are intermittent, please conduct these tests during a period of good performance so that we have a control or baseline to compare against when running these tests during periods of poor performance.
  • Test the performance from multiple workstations
  • Test the performance from a different network (LAN, WAN, or from Home)
  • Run the following tests using the URL for your specific data center and have your Network Administrator diagnose them
  • Take screenshots of the following test results and provide to Support Analyst if requested

Ping
  1. Open Finder
  2. Select Applications > Utilities > Network Utility
  3. Select the Ping Tab
  4. Type:
    ctx-login2.blackbaudhosting.com for Boston Data Center, login1.blackbaudhosting.com for Orange County Data Center or appsca.blackbaudondemand.com for Vancouver Data Center
  5. Take a screenshot of results if requested by Support Analyst

Tracert
  1. Open Finder
  2. Select Applications > Utilities > Network Utility
  3. Select theTraceroute Tab
  4. Type:
    ctx-login2.blackbaudhosting.com for Boston Data Center, login1.blackbaudhosting.com for Orange County Data Center or appsca.blackbaudondemand.com for Vancouver Data Center
  5. Take a screenshot of results if requested by Support Analyst

Pingtest.Net
  1. Browse to http://pingtest.net/
  2. Click Begin Test.
  3. Take a screenshot of results if requested by Support Analyst

SpeedTest.Net for Vancouver Data Center

-OR-

Speakeasy.Net for Boston Data Center or Orange County Data Center

Browse to the appropriate link above for your data center
  • When choosing the Speakeasy.Net option, choose "New York, NY" for Boston testing or choose "Los Angeles, CA" for Orange County testing.
  • When choosing the Speedtest.Net option, click "Begin Test" Vancouver Datacenter Testing testing.
  • Take a screenshot of results if requested by Support Analyst

Internet Health Report
  1. Review http://www.internetpulse.net/ for current latency reports
If you have completed the tests above and are unable to find the origin of the performance issues, Click Chat with Support and reference this article and provide the solution ID. Include the results from the tests above as well as the following information:
  • Affected application server(s)
  • Approximate time or timeframe of occurrence(s)
  • SQL Server Instance, see Help --> About within the application (provide screenshot of this window)