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If the issues are occurring outside of your ISP's network, they often have existing relationships with the other provider and can work with them to resolve the issue.

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If you do indeed see any packet loss or or high latency, work with your qualified IT professional and ISP to determine the cause and resolution. Anything higher than a sustaining latency of over 100ms could be potentially cause performance issues, and points of latency reaching 200ms and higher (which will show in the PingPlotter graphs as yellow and red) will often have a significant impact. Latency for most high-speed Internet connections is typically under 100ms, with 40ms or less being ideal. These problems may be difficult to resolve, as neither Thomson Reuters nor you hold a business relationship with the company that controls the problem router.Īdditionally, look for high latency (in this context, the delay for the ping to reach a specific hop, which is measured in milliseconds), which can also translate to disconnections and general performance issues as well. Often it is with a third-party Internet backbone router. If you frequently see this host as the last responder, it may be causing the connectivity problems. When you find sustained packet loss, double-click within the red bar at the bottom and find the last host that responds in the top section. Packet loss shows up as a red vertical bar along the graph on the bottom of the window.Ī few seconds of packet loss may be sufficient to cause the Citrix client to drop connection. Look for periods of sustained packet loss on the end host. This will show each ping individually rather than averaging the data together. When you review PingPlotter data, set your Samples to include to 1. Once you have the file saved, send it to your qualified IT professional, your ISP, or the support representative (if we have requested the file). If the end host () replies, the connection worked even if there are a few hops near the end with packet loss.

As a security measure, the internal routers do not reply to PingPlotter, but will forward the packets on, so these hops can often be disregarded. These are internal routers within our data center. Note: PingPlotter will very often show 100% packet loss on 3 to 6 hops before the destination. When you send the data to your IT professional (or a support representative if requested), indicate what time the drops or slow downs occurred so that the occurences can be correlated with the PingPlotter data. At the end of the day, save the sample set data to a file so that it can be reviewed later. If you experience a dropped session or slowdown, note the time of the occurrence.

Keep an instance of PingPlotter running in the background all day. Click the play icon button to begin testing.Use the following settings (depicted in screenshot):.

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Download and install the Standard version of PingPlotter from is not necessary to register or purchase this program during the free evaluation period).

PingPlotter is particularly helpful in troubleshooting Virtual Office CS connectivity issues such as connection drops, slow data entry, and screen redraws. Using PingPlotter to troubleshoot connectivity issues The Freeware version is not able to save your connection test history to a file.

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You may download the Standard version of PingPlotter and try it free for 30 days from Important: Make sure you download or purchase the Standard or Pro version of PingPlotter and not the Freeware version. If an Internet router along the path is dropping connectivity, it should show up in PingPlotter. PingPlotter tests the connection by sending data packets ('pings') to the target address and tracing the path they take across the Internet. While this third-party utility is not developed by Thomson Reuters, support representatives may occasionally suggest that you use PingPlotter to pinpoint potential issues with your connection that may be affecting the performance of CS Professional Suite applications. PingPlotter, an application from Nessoft, LLC, is used to trace Internet connectivity issues.

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