Emma app slow to load, timing out

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  • Updated 4 years ago
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This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Resolved

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Social Media Mentions

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Posted 4 years ago

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Emily Hollingsworth, Alum

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Official Response
Hi folks -- First, thanks so much for you patience as we continue to gather information and dig in on this issue that seems to be affecting a select group of Emma users. Even though we have confirmation that this is related to particular customer networks, we don’t want any of our users to have this experience. Our systems team is digging in to help pinpoint the issue. Our outside data center has a trouble ticket already open with their upstream provider to help pinpoint what is impacting the connectivity for particular customer networks.

Hang with us as we continue to dig in!
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Emily Hollingsworth, Alum

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I just received an update from our systems folks to help explain what we're seeing here:
On it's way from your browser to Emma, and back, your traffic will travel across a number of different ISPs, some directly associated you, some with Emma and some that are just in the middle passing the traffic along. A simplified diagram might look like -

Emma ---- Emma's ISP ---- ISPs ISP --- (other ISPs talk to each other here) --- Your ISP's ISP ---- Your ISP ---- You

The slowness is due to a problem where a set of ISPs (CenturyLink, AT&T and TW Telecom) all share traffic as it crosses through that middle exchange point. The problem appears to be mostly on the CenturyLink side. We've escalated the issue with our ISP, who's escalated it with theirs, and on up the chain. At this point we don't have a clear understanding if the problem is because their network is full or if there is another kind of interconnection problem and are waiting for updates to bubble down to us from those providers that are closer to the problem.

By using a different ISP, your traffic may take a completely different path to Emma that bypasses that slow connection point. That’s why using a puck or other alternative connection method, if it’s provided by a different ISP, might result in a better connection to Emma. It may also be the case that those two providers still pass through the same slow connection point and no benefit may be seen.
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Emily Hollingsworth, Alum

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Official Response
Hey folks -- We've heard from the outside parties involved here that this issue has been resolved. Our data center had an upstream partner that was having problems and causing connectivity issues for particular IP addresses. This wasn’t specific to Emma, but could have affected anyone who had IP addresses routed through that particular partner.

Please speak up if you see any persisting issues related to what we've covered here. Thanks for your patience!