Slow X-Charge Apparatus

Hey Andy,

For the last month or so, it seems as though the credit card app (what has to load in order to swipe a card) is loading really slowly. Sometimes it takes 10 or 20 seconds to load. Again, this is previous to swiping the card. We don't have any firewalls that could be blocking it and we just upgraded our internet so I don't think that is the issue, either. Any ideas?

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  • I just tested it and it took between 3-6 seconds to launch the window? Have you isolated it to certain times of day? I'd be curious.

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  • I'll check throughout the day tomorrow and see if it corresponds to a certain time.

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  • Hey Andy,

    I checked worked the front desk for a shift yesterday so I was able to check the speed of the apparatus. It was slow (10 seconds to load) to very slow (15 seconds to load) from 11:00am when we opened through at least 2:00pm. It has also been slow this morning. Any ideas?

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  • I just pulled it up in 3 seconds at the Enclosure, so (if yours is slow now) it means it is most likely not a performance problem with XCharge.

    If I had to guess, your network provider/ISP is having latency issues to certain portions of the internet at certain times of the day. Unfortunately, these are notoriously difficult for ISPs to correct because they will claim "there isn't a problem!"

    The end-point is integrator.t3secure.net . Your ISP should be able to do a traceroute when it is slow and find the bottleneck. I just did a traceroute and it looked normal for my network.

    Another possibility is that something is hogging all your bandwidth (perhaps a large backup, etc.) during the slow times.

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  • Ok, thanks for the help.

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  • It could also be RGP uploading newly scanned documents. Uploading will almost always slow your entire internet connection.

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  • Hey Andy, we're still having the same problem so I took your advice and ran a traceroute. It looked as if the bottleneck was at p3c4.irv.intelenet.net. Do you have any idea what that might be?

    Thanks!

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  • I don't, but you might ask your internet provider. I haven't heard any complaints from any other gyms unfortunately (and RGP processed 100,000 credit card transactions last month!) I wish I could be more helpful.

    Is it typically in the evening hours?

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  • That's ok, it was worth a shot. I took a screenshot of the traceroute and our IT guy is looking into it.

    It's actually pretty typical all day. It really doesn't seem to be related to high-traffic (internet or gym) times.

    Thanks again, I'll let you know when I figure it out.

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