Learn how to find and troubleshoot the reasons why your 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. 

1. Please go to speedtest.net for a bandwidth test. Use two locations, one closer to you and one closer to Kansas City.
2. Please save the PerformanceTest.txt file (attached below) to your desktop. Before running please 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. Please 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 i.e. tracert ny-nyc.civicplus.com)
   5. Hit Enter and wait for completion. Copy the results and paste them into a word document to attach to your reply to this email.
4. Please 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 i.e. pathping ny-nyc.civicplus.com)
   5. Hit Enter and wait for completion. Copy the results and paste them into a word document to attach to your reply to this email. 

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 Random Access Memory (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 have 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 (i.e. from home or on your cell phone)?
• Is this slowness constant (i.e., 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 a Secure Sockets Layer (SSL), does the speed improve? (i.e. 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

Resources