Troubleshooting Network Issues using Trace Route

How to troubleshoot and identify network / ISP related slowness and page load issues by using Trace Route

 

**The information below is intended for IT personnel or other technical contacts, to aid in the troubleshooting and diagnosis of network related issues that could affect the functionality and performance of DocuSign services.**


1. From a device on the network where the issue is observed, launch the Command Prompt (Windows OS) from the Start Menu or by pressing Windows Key + R, then type CMD and press OK.

2. Run a Trace Route to the DocuSign account's base URL endpoint by entering:

tracert {{site}}.docusign.net 

​"{{site}}" equals the DocuSign account's base URL endpoint. To determine the base URL endpoint, log into your account.
Sample URLs:
  • appdemo.docusign.com
  • app.docusign.com

For more info regarding how to determine an account's server/endpoint, please see our API Guide.


3. You should receive a message stating that the route to the destination is being traced over a maximum of 30 hops. It will eventually begin to time out once it hits DocuSign's network.

We are looking for any unusually high latency in responses or unexpected time-outs in the route from the client network to DocuSign's network. About 50ms-75ms should be average. Anything above 150ms is likely to be problematic; the higher the number, the longer the response time and the more likely for issues to be observed. Asterisks indicate that there is either packet loss, or there is no response from the network - possibly due to security configurations or otherwise. 


4. If there is high latency in the response from any particular node, or if the trace begins to time out before reaching DocuSign's network, this would indicate there may be a network routing/peering issue that could cause performance problems.

You can take note of the IP address and look it up on the following external site (not affiliated with DocuSign): https://who.is/ - Here, you will be able to find information about the owner of the IP address. This will generally indicate that the associated communications provider is experiencing internet routing/peering issues and not properly handing off the connection.

TIP: If additional hops beyond 30 are required, you can specify the flag "-h #" where # is the desired amount of hops. Example:

tracert -h 100 app.docusign.com