Troubleshooting Device Latency

Overview

This guide helps identify and resolve latency issues when accessing devices through TestGrid. Latency may appear as delayed device response, slow screen updates, delayed interactions, or longer-than-expected loading times. In many cases, latency is caused by network conditions, VPN configurations, or security policies between the user and the TestGrid environment.

Steps - 

Step 1: Verify Your Internet Connection

Run an internet speed test using a trusted service such as Speedtest.

Recommended Network Requirements

• Download Speed: 50 Mbps or higher

• Upload Speed: 50 Mbps or higher

• Stable connection with low ping

If Speed Is Below Recommended Levels

• Connect using a wired Ethernet connection instead of Wi-Fi.

• Disconnect other bandwidth-intensive applications.

• Contact your Internet Service Provider (ISP) if low speeds persist.

Step 2: Check VPN Connectivity

VPN connections can introduce additional latency due to traffic routing and encryption.

Actions

1. Disconnect from your VPN.

2. Access the device again.

3. Compare performance with and without VPN connectivity.

Outcome

If performance improves after disconnecting the VPN, contact your IT team to review VPN routing policies and configurations.

Step 3: Determine Whether the Issue Is User-Specific

Check whether other users within your organization are experiencing similar latency.

Verify

• Are users in other offices experiencing the same issue?

• Are users on different networks experiencing the same issue?

• Is the issue limited to a single user or location?

Outcome

• If only one user is affected, the issue is likely related to the local network or workstation.

• If multiple users are affected, continue with the next troubleshooting steps.

Step 4: Perform a Network Route Test

Network routing issues can sometimes introduce latency between your location and the TestGrid environment.

For Windows

Open Command Prompt and run:

tracert <server_ip_or_domain>

For macOS or Linux

Open Terminal and run:

traceroute <server_ip_or_domain>

What to Look For

• High latency at a specific network hop

• Packet loss

• Significant increases in response time between hops

Next Steps -

If abnormal latency or packet loss is observed, share the traceroute results with your network or IT team for further investigation.

Step 5: Review Firewall and Proxy Settings

Corporate firewalls, proxies, and security gateways can affect device performance.

Common Causes

• SSL inspection

• Deep Packet Inspection (DPI)

• Content filtering

• Proxy routing

• Web traffic monitoring

Recommendation

Work with your network or security team to ensure that TestGrid traffic is not being delayed or modified by security inspection tools.

Step 6: Check for Zscaler or Similar Security Solutions

If you experience delays when opening the device broadcast screen or connecting to a device, security inspection tools such as Zscaler may be affecting traffic.

Recommended Actions

Ask your IT team to:

• Whitelist TestGrid domains.

• Whitelist TestGrid IP addresses.

• Disable SSL inspection/decryption for TestGrid domains.

Symptoms Typically Associated with Security Inspection

• Long delays before the device screen appears.

• Delayed loading of device broadcasts.

• Slow interaction despite a stable internet connection.

Causes & Fixes

When to Contact TestGrid Support

Contact TestGrid Support if:

• Latency persists after completing all troubleshooting steps.

• Multiple users continue to experience the issue.

• Network tests do not identify a clear cause.

• You require assistance analyzing traceroute results or network behavior.

When contacting support, include:

• Speed test results

• Traceroute output

• Browser details

• Device information

• Screenshots or screen recordings demonstrating the latency

Support Contact:support@testgrid.io