Resolving Performance Issues in BoardDocs

Occasionally, you may experience reduced performance due to Internet, system, or network latency issues. To help us resolve any performance issues that you may be experiencing, we would like to request that you answer the questions and provide the data described below. Your efforts to respond to this information and gather the requested data will improve our ability to help resolve your issues.

General Questions

  1. Is browsing to other sites quick (e.g. hp.com, msn.com)?
  2. Are other BoardDocs users experiencing the same performance issue?
  3. If you use BoardDocs with a different browser, is it faster?
  4. If you clear Cache, Cookies and Active Logins, then close the browser, reopen and try again, is it faster? To clear cache, follow the steps outlined here: http://www.wikihow.com/Clear-Your-Browser's-Cache
  5. If you use BoardDocs from another computer, is it faster?
  6. If you use BoardDocs from another network (for example home, Starbucks, etc.), is it faster?

Data Gathering

We have multiple servers that instantly replicate data and load balance user requests. Use this list ofServer Names and IP Addresses in steps 3-6:

scraps.boarddocs.com - 66.77.34.221 (Colorado)
indigo.boarddocs.com - 66.77.34.222 (Colorado)
ozma.boarddocs.com - 66.77.17.26 (Virginia)
mombi.boarddocs.com - 66.77.17.27 (Virginia)

  1. Click on the Copyright symbol in bottom, right corner of BoardDocs screen to open/close the BoardDocs Information Window.

    1. What browser & version is being used?
    2. What BoardDocs server being accessed? (example: CN=Ozma/O=Emgrp)
  2. Perform a speed test for download/upload data rates:
    http://www.pingtest.net
  3. Capture a continuous ping for 5 minutes for the server you are connected to (see step 1b and use full namefrom list). From a command prompt, type:

    ping -t [full server name] >pingtest-1.txt

    use Ctrl+Z to quit the test
    ( Example: ping -t ozma.boarddocs.com >pingtest-1.txt )
  4. Capture a continuous ping for 5 minutes for a server in a different location than the one you used in step 3. From a command prompt, type:

    ping -t [full server name] >pingtest-2.txt

    use Ctrl+Z to quit the test
    ( Example: ping -t indigo.boarddocs.com >pingtest-1.txt )
  5. Capture a Trace Route to the server you are connected to (see step 1b and use full name or IP address from list). From a command prompt, type:

    tracert [full server name] >trace1.txt

    ( Example: tracert ozma.boarddocs.com >route-1.txt )
  6. Capture a Trace Route to a server in a different location than the one you used in step 5 (THIS MAY NEED MORE EXPLANATION). From a command prompt, type:

    tracert [full server name] >trace2.txt

    ( Example: tracert -t indigo.boarddocs.com >route-2.txt )


E-mail& Attach

Please reply to the email that directed you to this page with as much of this information as possible, and attach your ping test and trace route files to the email.


Once we have received your completed survey and test results, we will examine the information and get back to you as quickly as possible with steps to help you resolve the issue.

Thank You -BoardDocs Support Team


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