Slow Site Troubleshooting

This article will show you how to find and troubleshoot the reasons why your Municipal Websites Central, formerly CivicEngage Central, website is slowing down.

Troubleshooting a Slow Site

If your site has slow loading times, we have a few steps to follow to help us better troubleshoot. We will need you to answer the following questions and then contact Support. The easiest way to accomplish this would be to open an email, copy the information below, and answer the questions from there before submitting.

Instructions

1. Navigate to the Speedtest website and complete a bandwidth test
   • Use two locations, one closer to you and one closer to Kansas City
2. Save the PerformanceTest.txt file (available as an attachment in the Resources section below) to your desktop
   • Before running, save and rename this file changing the .txt extension to .bat. After running the .bat (by double-clicking), you will have a few minutes to wait before it completes. Once completed, you will have results.txt saved on your desktop. Attach this results.txt to your response email.
3. Run a traceroute to the website URL and/or IP address (you may need to contact your IT team to request a traceroute):
   1. Click Start
   2. Type "cmd" into the Search bar inside the Start Menu
   3. Click Command Prompt when the search completes
   4. Type "tracert yourabreviatedstate-yourcity.civicplus.com" (replacing the fields with your information; for example, tracert ny-nyc.civicplus.com)
   5. Hit Enter and wait for completion
   6. Copy the results and paste them into a Word document to attach to your reply to this email
4. Run a pathping to the website URL and/or IP Address:
   1. Click Start
   2. Type "cmd" into the Search bar inside the Start Menu
   3. Click Command Prompt when the search completes
   4. Type "pathping yourabreviatedstate-yourcity.civicplus.com" (replacing the fields with your information; for example, pathping ny-nyc.civicplus.com)
   5. Hit Enter and wait for completion
   6. Copy the results and paste them into a Word document to attach to your reply to this email

Go to Article Navigation

Additional Information

• What speed do you see as appropriate for a page to load when logging in or enabling live edit?
• What speed do you see as appropriate for a front-end page to load?
• What Browser do you experience this in?
• What CPU/Processor does your computer use?
• How much RAM is on your computer?
• What Operating System runs on your computer?
• Does this seem to be more evident on certain pages?
• Does this seem to happen every day or only on certain days?
• Does this only happen at certain times of day, or occur more frequently in a certain timespan?
• Do you/your office have a Web Proxy or Web Content Filter in place?
• If you use the site other than at work do you notice the slowness elsewhere as well (for example, from home or on your cell phone)?
• Is this slowness constant (for example, is it slow every time you go to the page, or only sometimes, or only the first time each day)?
• If you go to your CivicPlus production site URL (including ".civicplus.com") using an SSL, does the speed improve? (for example, https://ny-nyc.civicplus.com/)
• What is your network's external IP address?
  
  Note: This is used by our network engineers to investigate traffic routing.

Go to Article Navigation

Article Glossary

The abbreviations, acronyms, and terms in this section are presented in alphabetical order.

• .bat: Batch file extension
• .txt: Text file extension
• CPU: Central Processing Unit
• IP: Internet Protocol
• IT: Information Technology
• RAM: Random Access Memory
• SSL: Secure Sockets Layer
• URL: Uniform Resource Locator

Go to Article Navigation

Resources

• Speedtest