When to use this procedure...
If you are experincing general slow performance on the ion application, please follow this procedure. Please note. By "general slow performance", we mean that every page in the system is generally slow. If you are using large data walls, or "all schools" and experiencing slow performance, verify that changing to a specific school - or loading a smaller data wall improves performance before using this procedure.
Getting Started
It is critical that this procedure be run on a computer that is hard-wired (ethernet) to your network. Avoid running this procedure over a Wi-Fi connection.
In order for our support and data center teams to be able to diagnose and repair network latency, it is important that we capture packet and routing information from your site to ours. To do this, we use a small utility called MTR.
This utility can be downloaded at WinMTR Visual Traceroute.
Please download the zip file, extract to a known location, and run the WinMTR.exe executable.
The following window will appear.
In the host textbox, type "app.ion-k12.com" (no quotes).
Press start.
The large textbox will populate with a table full of numbers.
Let this process run until the number in the "Sent" column reaches 500 or more. This will probably take around 5 minutes. After 500 pings have been sent, press the "Stop" button.
Then, click the "Copy Text to Clipboard" button, and paste into a helpdesk ticket, or email [email protected].
One Last Thing
In order to complete this procedure on our end, we will need your external IP address.
Please visit https://whatismyipaddress.com. Please include the IPv4 Address indicated on the screen in the ticket. We will then run the procedure in reverse - from our servers to yours.
