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Help! My Website or Database is running slowly!

If your website or database is running slowly, the source can often be multi-faceted. It could be something on your computer, your internal network, your internet service provider (ISP), the amount of bandwidth you have, Elexio's servers, etc. While Elexio does not offer network or IT services, here are some basic steps that can help you diagnose the cause.

Check your internet speed and your service plan.

  1. At a minimum, small organizations should have a service plan with at least 5Mbps download speed from their ISP. (We typically recommend something higher).
  2. When you encounter slowness, test the speed you're currently receiving. An easy and free way to do this is to use www.speedtest.net. If you're receiving slow speeds, proceed to step 2. If not, proceed to step 3.

Troubleshoot your Hardware:

  1. If your test results are a good bit below what your plan states you should have, check your hardware before you run off and start blaming your ISP. Restart your modem and router and see if there is a difference.
  2. Check another computer or two in your office using www.speedtest.net and see if they're getting similar results. (Make sure they're connected to the network/internet the same way you are). If they're getting significantly better results, the issue may have reside on your machine. Try a restart. If that doesn't work, you may want to have IT staff check out your computer.

Try a Ping Test of your site/database vs. Google.

A ping test simply determines whether your computer can communicate with another computer over the internet. If it can, it also determines the network latency - the delay - between the two computers. Good latency should be under 50 milliseconds (ms). Here's how to run a ping test on a PC.

  1. Go to Start and open Command Prompt (type CMD)
  2. Type "ping," add a space then type your website domain name or database server URL (Elexio can provide you this), then hit enter. (Ex: ping www.elexio.com)
    1. (Note: do not include http:// or your ping test will not run).
  3. If a connection is made, you should see a series of replies with a latency time in milliseconds (ms) as well as packet loss at the bottom. (Each ping is a packet). Again, a good ping time is 50ms or less and there should be 0% packet loss.
    Command Prompt Ping Test Screen
  4. Follow the same steps above and Ping Google's website (www.google.com).

Result 1: If your pings to Google and to your website/database are both slow (above 100ms), it's likely the cause has something to do with your network or ISP. Contact an IT person or your ISP to help troubleshoot further.

Result 2: If your pings to Google and to your website/database are both relatively fast (under 100ms), you may want to try a "Ping T" test. A "Ping T" test will keep sending out pings every second until you tell it to stop. This is a good way to check if there are any intermittent drops in connectivity. Here's how:

  1. In Command Prompt, type "ping -t" then your URL. (ex: ping -t elexio.com). Let this run for several minutes. Press CONTROL and C to stop the Ping T test.
  2. Check to see if there are any latency spikes (times over 100ms) or time-outs. Also check if there there is any packet loss. If so, we would recommend getting your IT staff involved or contacting your ISP to assist.

Result 3: If your pings to Google are fast and your pings to your website/database are slow, there could be some sort of network firewall or security software that is blocking/slowing down access to our servers. Please see our article on Connections issues for other things to check. 

  1. The above could also mean that our servers are running slowly. To find out, please open a Support Request. Make sure to include the exact time your website/database was running slowly, as well as the results of your speed test and ping test. We should be able to check if there is an issue on our end.

Offline Access:

If you're a Database customer, you may also want to consider having Elexio set up an offline (local) copy of your database. With an offline copy, you can connect to your database without needing to use the internet to access our servers. This should increase Database speed. For more, see Setting up an Offline Copy


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