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Troubleshoot Performance Issues

There are a number of ways that administrators may be asked to diagnose and troubleshoot their performance issues with Plutora and Plutora Test.

1. Ping Plutora

If pages in Plutora or Plutora Test are not rendering, or the response time to commands is greater than five seconds, this could indicate an internal or external network connection problem.

To check your internal and external network connection, ping [YourCompanyName].plutora.com (replacing [YourCompanyName] with your company’s name):

  1. To send a ping:
    1. With Windows:
      1. Open Command Prompt.
      2. Type [YourCompanyName].plutora.com (replacing [YourCompanyName] with your company’s name).
      3. Press the Enter key.
    2. With MacOS:
      1. Open Network Utility.
      2. Click the Ping tab.
      3. Type [YourCompanyName].plutora.com (replacing [YourCompanyName] with your company’s name) into Enter the network address to ping.
      4. Click Send only and type 1.
      5. Click Ping.
  2. Judge the success of the ping:
    1. Your ping was successful if it returned information like this:
      Ping statistics for 2400:cb00:2048:1::6814:820b:
      Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
      Approximate round trip times in milli-seconds:
      Minimum = 10ms, Maximum = 14ms, Average = 11ms

      1. If your ping was successful, Plutora’s network and your network are up. Go to 2. Clear your browser cache.
    2. Your ping was unsuccessful if it returned information like this:
      Pinging (CompanyName).plutora.com [nn.nn.nn.nn] with 32 bytes of data:
      Request timed out.
      Request timed out.
      Request timed out.

      1. If your ping failed, contact your IT Department and ask them to check whether your company network is down.



2. Clear your browser cache

Your browser’s cache could be causing performance issues. Clear the cache to see if the issues are resolved.

To clear your browser’s cache:

  1. If you are using Google Chrome:
    1. Click the three vertical dots on the top right.
    2. Click More Tools.
    3. Click Clear browsing data…
    4. Under the Basic tab:
      1. Click the All time tab.
      2. Click to select all the checkboxes.
      3. Click Clear Data.
  2. If you are using Internet Explorer 9, 10, or 11:
    1. Click the cogwheel on the top right.
    2. Click Safety.
    3. Click Delete browsing history…
    4. Click to deselect all the checkboxes, including:
      • Preserve Favorites website data.
      • Temporary Internet files.
      • Cookies.
    5. Click Delete.
  3. If you are using Firefox:
    1. Click the three horizontal line menu button in the top right corner. 
    2. Click Options.
    3. Click the Privacy tab on the left-hand side.
    4. Click Clear your recent history.
    5. Select Everything from the Time range to clear drop down menu.
    6. Click to select the following checkboxes:
      • Browsing & Download History.
      • Form & Search History.
      • Cookies.
      • Cache.
      • Active Logins.
    7. Click Clear Now.
    8. Click the Advanced tab on the left-hand side.
    9. Click the Network tab.
    10. Under Cached Web Content click Clear Now.
  4. If you are using Microsoft Edge:
    1. Click the three horizontal menu dots in the top right corner. 
    2. Click Settings.
    3. Click Choose what to clear under Clear browsing data.
    4. Click to select the following checkboxes:
      • Browsing history.
      • Cookies and saved website data.
      • Cached data and files.
    5. Click Clear.


3. Capture performance data for Plutora Support

If your network is up, and clearing your cache made no difference, record your performance issues so you can send them to Plutora Support.

To enable Developer mode and record issues using Internet Explorer:

  1. Enable Developer mode:
    1. Press the F12 key on your keyboard.
      The Developer pop up opens.
    2. Click the Network tab.
  2. Record the performance issues:
    1. Click the green play button to start recording.
    2. Repeat the steps from your performance issue to record them. Make sure you record to the point of failure.
    3. Click the stop button to stop the recording.
    4. Click the save button, give your recording a descriptive name, and save it as a .har file type.
    5. Attach your .har file to your customer support ticket.


4. Copy and Save Error Logs in Chrome for Plutora Support

To preserve and copy error logs that can help Plutora Support diagnose a problem:

  1. Open Chrome browser.
  2. Right-click the Chrome window and click Inspect.

  3. Click the Network tab.
  4. Click to select the Preserve log checkbox.

    Preserving the log means that every call made will be maintained in the log as the user opens pages. Otherwise, calls are only kept in the log for the current page.
  5. Open the pages in Plutora that were causing trouble. Errors will appear in the log in red.
  6. Right-click on a red log entry and select Copy > Copy response.
  7. Paste the response into your customer support ticket.
    If the response is blank (nothing to paste) the server has not sent a response and it or your network may be offline.
  8. Repeat steps 6-7 for every red log entry.


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Updated on April 19, 2021

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