Advanced network and computer lab troubleshooting page for IT Professional use
Web Filter/Proxy Test
Please add the following URLs/IPs to your proxy/web filter whitelist and then confirm the following sites are available by visiting them behind the filter:
* Please note that some web filters require you add both http and https for each url to the whitelist. Additionally some web filters require you define both www and non-www urls on the whitelist.
Flash Version Test
Rules out flash version issues with sound and picture: http://www.letsgolearn.com/lglsite/support_read/flash_tester_for_single_computer/
Load test for Labs
Simulates the exact calls that the assessments make and returns a value indicating a successful round trip from the lab computer to the LGL server and back. Good for testing a lab and determining how many computers can be used concurrently during testing with the existing network. Also will indicate a loss of packets when web requests are not returned: http://www.letsgolearn.com/lglsite/support_read/flash_tester_for_computer_lab/
Check routing path
Though tracert/ping utilize icmp packets and ISP's may prioritize these packet differently, this may indicate a latency issue between your gateway and the LGL servers. Ping and/or tracert to http://www.letsgolearn.com. Please note any major increase in response times or send results to us if there is a question. Any timeouts along the route or spikes in response time can create a freeze effect while a student is running an assessment or lesson though this is uncommon.
If there are heavily congested times on the network e.g. First thing in morning or lunch, plan testing times during off peak hours. Ensure that there are not any suboptimal lab network hardware in use, mainly lab hubs/switches and in some cases old nics. If ISP bandwidth is an issue, consider increasing your ISP speed package.
In some cases we have experienced WLAN's dropping packets during larger file size requests. If so test run this page: http://www.letsgolearn.com/lglsite/support_read/large_ip_packet_test_page/
WLAN bandwidth availability typically have greater fluctuations and can produce inconsistent results based on the number of concurrent connections, so if slowing or freezing occurs, reduce the number of wireless computers or test on a LAN computer to rule this out.
Network duplicate callback error
In very rare cases, we have discovered district networks that echo all outgoing URL calls. This can result in two responses coming into Let's Go Learn each time a student answers a single assessment item. To test for this rare situation run this test page: http://www.letsgolearn.com/lglsite/support_read/network_duplicate_callback_issue/
If you have exhausted troubleshooting and are still experiencing issues, it is recommended to try connecting to Let's Go Learn from a computer on your LAN that bypasses your web filter or proxy. Test the connection closest to your gateway with the least amount of software/network devices in between. In the great majority of our troubleshooting cases that could not be resolved easily, the issues were within the LAN either due to hardware or software causing the restrictions.
Tags: filter,advanced troubleshooting, lab