How does the Pagecall technical support determine network issues?
In Pagecall classrooms, users exchange audio, video, and whiteboard data through the server. The Pagecall server continuously monitors the connection status and connection quality with the users in real time.
The diagram above represents a simplified connection relationship between the server and two participants in a classroom. Below is the procedure followed by the Pagecall technical support team to identify network issues in Participant 1's network environment:
- Check the connection quality of all connections with the server (labeled 1, 2, 3, 4 in the diagram).
- If the connection quality of all connections (1-4) is poor, examine the overall connection quality of other classrooms that were active during the same time frame to determine if there is a broader issue with the Pagecall service itself.
- If the observed connection issues are limited to connections 1 and 2, the problem is likely limited to Participant 1's network environment, and corresponding guidance is provided on how to improve it.
When determining the connection status, the Pagecall technical support team examines two main data points: packet loss and server delay.
- What is packet loss?
- Packet loss refers to the amount of data that gets lost during the transmission from the user to the server. Data loss exceeding 1000 packets in an hour is considered an indicator of an unstable internet connection.
- What is server delay?
- When a user joins a classroom, the server periodically sends signals to the user's device, and the user's device responds to the server. The time it takes for this round-trip communication is known as Round-Trip Time (RTT). If the RTT values show instability and exhibit peaks exceeding 1000 ms, there is a need for improvement in the user's network environment.