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How to Check Network Diagnostics

Overview

This feature allows you to test internet connection and speed over time. The diagnostics test is designed to help the StudioCloud support team identify any internet problems that could potentially cause problems within the StudioCloud desktop application.

Conceptual Understanding of the Network Diagnostic test

The best way to understand the Network Diagnostic test is to use an analogy. If the internet was like an ocean then your internet connection would be a boat on the ocean. If you have a fast boat then you have a fast connection to the internet but if you have a slow boat you have a slow connection to the internet. Whether you have a fast boat or a slow boat your experience is still dependent upon the waves of the ocean. The line graph in the network diagnostic test is recording the waves or jitter/packet loss that you are experiencing. The less waves the better. The speedometer is recording your boat speed or internet speed. Both the internet speed and the waves (jitter/spread) are important in determining issues you might be having with your internet connection.

Detailed Explanation of the Network Diagnostic Window

  • Internet connections constantly fluctuate depending on multiple factors. While the speed of an internet connection is important the most important factor to StudioCloud is dependability. 
  • A StudioCloud Network Diagnostics window will pop up showing the network usage over time. A moving orange area graph will appear in the window along with a speedometer testing the average internet response time. 
  • Internet Speed: The smaller the number the faster the internet connection. While speed does speed up your StudioCloud experience internet dependability is more important when syncing.
  • Internet Dependability (Jitter/Spread): The smaller waves in the graph the better. If the area graph shows fluctuations of 100 milliseconds or less it is a very dependable internet connection. If the area graph shows fluctuations of 1000 milliseconds or less it is a semi dependable. If the graph shows fluctuations of 1000 milliseconds or more the internet connection is not very dependable. The more undependable the internet connection the more often StudioCloud has to re-request or re-submit information to our servers.
  • Internet Errors (Packet Loss): If there is an error count under the internet speedometer this implies that the internet connection is losing information. This type of problem forces StudioCloud to re-request or re-submit the information to our servers and is considered to be very undependable internet connection.
  • Note: Internet connections change constantly. One hour you might have a great internet connection and the next your internet connection might be terrible.

How to Test Your Internet Connection

  1. Click on the blue Internet icon located in the bottom right hand corner of StudioCloud
    1. A StudioCloud Network Diagnostics window will pop up
  2. Click on the Manual Internet Quality Test tab
  3. Click on the Start Internet Test
    1.  A moving orange area graph will appear in the window along with a speedometer testing the average internet response time. 
      1. Note: If you do not see a moving orange graph you are probably experiencing internet issues. Verify that you can access the internet from a web browser.
    2. Let the area graph run for 3-5 minutes. 
  4. Click the Take Screen Capture button located just beneath the internet speedometer under the "Stop Internet Test" button
    1. If you have a version of StudioCloud that does not show the screen capture button please follow the instructions in this tutorial to take a screen capture. How to Take a Screen Shot
  5. Save the file to your computer and then attach it to an email and send it to support@studiocloud.com.
  6. Our support team will take a look at the internet diagnostics and troubleshoot with the test.

How to Test for Firewalls

Please note, this test cannot detect all firewalls but it can help in tracking down connection issues.

  1. Click on the blue Internet icon located in the bottom right hand corner of StudioCloud
    1. A StudioCloud Network Diagnostics window will pop up
  2. Click on the Diagnostic Tools tab
  3. Click the Test For Internet Issues button
  4. The results will appear under the text Results of Internet Issues Test
  5. The test should only take a minute or two. When it is completed you should see the words. Success. The Internet Issues Test Is Now Complete
  6. If you do not see those words after waiting a minute or two then something is blocking StudioCloud from communicating to the cloud. Copy and paste the details in the Results of Internet Issues Test into an email and email it to support@studiocloud.com