Site latency is too high

Description - Overall site latency is higher than expected.

Indicators of this issue - The Average latency is too high, as shown in the Bigleaf Web Dashboard under Site Overview and as seen in the performance overall latency chart.

Potential Causes

• There may be underlying ISP circuit issues causing higher than expected latency.

• Scenic routing in the ISP network to the Bigleaf POP Tunnel Endpoint (TE) server that routes packets inefficiently between the site and the Bigleaf POP.

Tests and Solutions

• Do MTR tests from the TE to the CPE and in the reverse direction to visualize the network path between your site and the TE.

  • Refer to our KB with additional details and video walkthroughs of the Troubleshooting tab, including how to interpret MTR results.

  • Run MTR tests from the Troubleshooting tab of the Bigleaf Web Dashboard. Always select a WAN interface source when testing from the CPE device.

  • Many network hops in ISP networks have DNS information that contain geographic references, airport codes, or Common Language Location Identifier (CLLI) codes that can help you interpret approximately, geographically speaking, where a router is located.

  • If you see hops to Texas or Florida nodes in a MTR path for a site in Las Vegas connecting to the LAX Bigleaf POP, then there is very likely scenic routing. In that case, you should gather MTR data and IP address information and engage your ISP or Bigleaf Support to help resolve the issue.

• Older sites may now be closer to newer Bigleaf POP’s, such as Denver or Ashburn.

  • Compare RTT results from ping tests using the Troubleshooting tab of the Bigleaf Web Dashboard to identify if the new POP is a lower RTT time than the current primary POP.

  • To inquire about changing your primary Bigleaf gateway cluster (POP), we recommend contacting Bigleaf Support at (888) 244-3133 or email support@bigleaf.net.

    • If you have privleges in the Bigleaf Web Dashboard for your site, you should first assign a new LAN Network block from the new POP.

    • Migrate services and IP addressing to the new LAN network block, then change the primary POP to the new, closer POP.

    • Finally, remove the old LAN Network block from your site.