Troubleshooting slow speeds with your NavVis IVION instance

Issue description

A slow NavVis IVION instance, for example:

• Slow speeds when uploading/downloading data.

• Slow/high latency performance when navigating your NavVis IVION instance.

Scope

This article addresses performance issues with your NavVis IVION instance which are related to your setup or network settings.

Pre-requisites

NavVis IVION instance hosted on the NavVis IVION Cloud.

Check NavVis IVION Status

Check that there are no outages or incidents with NavVis IVION, refer to https://status.navvis.com/ for the status.

You can also subscribe to status updates from the same page.

Potential network issues

Slow or unstable network connections are sometimes the cause of delays when loading pages in NavVis IVION. The main factors that can affect performance are:

Connection speed and latency: A slow internet connection or high latency can cause pages to load slowly, particularly in areas with limited network infrastructure.

Network congestion and packet loss: Heavy traffic on your network can reduce the speed of data transfer between your device and the IVION server.

Physical distance to the server:  The farther your device is from the IVION server, the longer it may take to load content.

How to test your connection

To check whether your network is the cause, run a speed test.

1. Go to speedtest.net and test your current upload and download speeds.

2. In the speed test tool, switch to the server closest to your NavVis IVION instance and test again. The server locations are

   • Frankfurt (EU)

   • Tokyo (JP)

   • Oregon (US).

3. If results are poor, try switching to a different network. For example, a mobile hotspot or a private network and test again.

What counts as a good connection?

For a smooth experience with NavVis IVION, aim for the following minimum values: a download speed above 200 Mbps, an upload speed above 100 Mbps, and a ping below 60 ms.

Potential browser issues

• Outdated or unsupported browsers Old browsers may struggle to render modern websites efficiently. Users are encouraged to keep their browsers up-to-date to benefit from performance improvements and security updates.

• Browser extensions and plugins These can also interfere with the normal loading of web pages.

Verify the following:

1. Make sure that you’re using a modern web browser such as Google Chrome, Microsoft Edge, Apple Safari or Mozilla Firefox. Please note that we do not officially support Internet Explorer.

2. Make sure that your browser is using the latest version. https://www.whatismybrowser.com/guides/how-to-update-your-browser/

3. To verify that no browser extensions or plugins are interfering with your user experience please open your NavVis IVION instance in a private tab: https://nordvpn.com/blog/how-to-go-incognito/

Potential issues with your VPN connection

VPN Connections:

• Latency: Using a VPN can introduce additional latency, especially if the VPN server is located far from you. This can result in slower loading times for web pages.

• Server Load: VPN servers themselves may experience high loads, affecting the overall speed and responsiveness for users connected to them.

• Content Delivery Issues: Some VPNs route traffic through servers in different locations, potentially causing delays in fetching content from the original server.

To verify if your VPN connection is causing issues when accessing your NavVis IVION instance do the following:

1. Disable your VPN connection and verify that your loading speeds have improved.

2. Switch to a different network without a VPN connection, for example a mobile hotspot or a private network.

Potential issues with your network firewall

• Blocked Resources: Firewalls, especially in corporate or network environments, may block certain resources or scripts that a website relies on for proper functionality. This can lead to incomplete or delayed loading of web pages.

• Deep Packet Inspection (DPI): Advanced firewalls that perform deep packet inspection can add processing time to each data packet, contributing to slower overall data transfer.

• Security Protocols: Strict firewall settings and security protocols may impact the ability of a website to establish secure connections, causing delays in loading encrypted content.

To verify if your network firewall is indeed causing issues when accessing your NavVis IVION instance do the following:

1. Switch to a different network which is not using strict firewall settings and security protocols. For example a mobile hotspot or a private network. Test wether your user experience is any different when using this network.

2. Contact your internal IT department to verify that all connections to your NavVis IVION instance are unblocked and the resources unblocked. The domain whitelisting information can be found here.

Contact support

If the issue persists after completing the checklist above, please record a HAR file and provide it to NavVis Support.

How to Record a HAR File

A HAR (HTTP Archive) file captures network activity in your browser. It helps the support team diagnose loading and connectivity issues in NavVis IVION.

1. Open Developer Tools

   When the issue occurs, open your browser's Developer Tools by pressing F12.

2. Configure Network Recording

   • Go to the Network tab. Make sure network recording is active, and disable the cache.

3. Reproduce the Issue

   With Developer Tools still open, reproduce the problem. Recording must be active while you do this, otherwise the network activity won't be captured.

4. Save the HAR File

   • Once you've reproduced the issue, click the Download or Export HAR button in the Network tab and save the file.

   • Try to keep the recording as short as possible as HAR files can become very large.

5. Capture Console Output

   • Switch to the Console tab and take a screenshot of any visible messages or errors.

   • For additional guidance, please refer to: https://confluence.atlassian.com/kb/generate-har-files-and-analyze-web-requests-for-atlassian-support-720420612.html