If you are using our hosted service (SaaS)
We have a few suggested steps to help diagnose where the latency might be.
- Visit https://status.cobrowse.io or https://status.eu.cobrowse.io to check if there are any known service issues.
- Check the round trip time (RTT) that can be seen on the panel to the right when in an active Cobrowsing session. You may need to first click the < button seen on the far right for this panel to show.
If this rtt is more that 200 ms please continue to the next step. If it is below 200 ms please jump to step 4.
- In the history section of your Cobrowse dashboard find the session that was created in step 1 and click the RECORDED button for that session.
This will open a new window of that recording. Find the region that the session was connected to as seen on the right of the screen, such as region ⟶ str-euw1.
Visit http://cloudping.info and start a report by clicking the HTTP Ping button and allow this report to finish collecting the results.
Once the results are collected look at the region that your session connected to and find the result for that region under the Amazon Web Services section. In our example it connected to str-euw1 and so the AWS Region we are looking for would be eu-west-1 (Ireland).
If the ping result is more than 100 ms or it is more than 50% of the round trip time found in step 1 then this might be the reason for the latency. This suggests that the device's connection to AWS is slow. Please investigate possible causes as to why the connection to that AWS Region is slow.
If the ping results look fine please continue to step 3. - Use our example projects with your license key and see if you still experience the latency issues. You can find our example projects on GitHub that can be downloaded and updated with your license key.
- Create a small sample app that can be shared with the Cobrowse team that replicates the issue and contact support: https://cobrowse.io/support-request.