Knowledgebase: Cloud Access Support
Cloud Connectivity First Steps
Posted by Jennifer Watstein on 23 Jan 2018 05:43 PM

Sporadically when utilizing My Vision Express Cloud users may experience connectivity problems. These problems can range from slow, sluggish behavior to outright disconnects. Should an issue occur, one of the first things you can do is check our Cloud Network Status Page. This is where you can be alerted to Maintenance or Service Issues that stem from our side.

Occasionally these connectivity issues arise from the infrastructure/network of the office itself.  Below are some of the in-office things your staff can first check:

  1. Ensure modem/router is fully operational (no abnormal flashing or red lights)
  2. Ensure all cables are fully plugged into outlets or machines
  3. Ensure all cables and connectors are not damaged or bent
  4. Restart your modem, wait for the modem to fully reconnect, and then restart your router
  5. Restart your computer(s)
  6. Ensure all machines are up-to-date with Windows updates

When the above don’t seem to relieve your connection problems, there are some tests to be able to help Support determine where the issue lies:

  1. Click on your Windows button in the bottom left on your toolbar. When the Start menu loads, type in ‘CMD’ – this will bring up that famous “Black Box”, called a command prompt.
  2. Within the window type “ping 8.8.8.8 -t”.
    1. This is going to send a “ping” to 8.8.8.8 (which is the IP address of Google.com) to see how long it takes your machine to respond.
    2. You can do this to different website to see how quickly your machine talks back and forth. You can use Google.com, Amazon.com, or even your own practice’s website.
  3. Pressing ‘Ctrl’ and ‘C’ will stop the test – We suggest you copy and paste your results for use later.

If the results show a reply with a time greater than 100ms, you will want to speak with your ISP (Internet Server Provider) and have them troubleshoot latency; A normal expected response is roughly 25-50ms.

If you are still encountering issues after checking the office machines, cables, and hardware, and you’ve run the above test – please reach out to our Web Connectivity team by calling 1-877-882-7456, option ‘5’.

 



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