System Slow Instructions
System Slow Instructions updated March 20, 2015 If the Evergreen staff client is performing slowly and/or you are having trouble accessing the OPAC, follow these steps to help NC Cardinal support staff diagnose the problem. 1. Exit Evergreen and restart to see if a known memory build-up effect in Windows may have been impacting the workstation only. If still experiencing slow performance, continue with remaining instructions. 2. Check your internet connection by visiting other websites on more than one computer. a. If other websites are slow to load, contact your local Internet/network support. b. If only the staff client or nccardinal.org is slow, continue with the steps. 3. Run a trace route to pinpoint where the network is failing. Instructions below. 4. Run a continuous ping. Instructions on page 2. 5. Send in a help ticket via the Nest using the clipboard to select all of the output data and include in ticket.
How to run a trace route 1. Open Command Prompt on your computer 2. Type in “tracert nccardinal.org” and let it trace the route until it reads “Trace Complete.” and a new prompt appears. 3. Type in “tracert google.com” and let it trace the route until it reads “Trace Complete.” and a new prompt appears. 4. Perform Steps 2 & 3 at least three times in a row.
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5. Use the clipboard to grab the output rather than a screenshot. To do this right-click on the console title bar, select Edit Select All, and then press Enter. This will put the contents into the clipboard which can then be pasted into the email to support.
How to run a continuous ping 1. In Command Prompt, type in “ping -t nccardinal.org”. The -t parameter keeps the ping going continuously, which can help catch intermittent timeouts that could be missed when running ping after, for example, a white screen event.
2. Stop the continuous ping after a minute or so by holding down the Ctrl button and typing C at the same time. (As if you were using the keyboard shortcut for Copy).
3. Use the clipboard to grab the ping output rather than a screenshot. Right-click on the console title bar, select Edit Select All, and then press Enter. Paste the output into the email to support.
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How to run a trace route 1. Open Command Prompt on your computer 2. Type in “tracert nccardinal.org” and let it trace the route until it reads “Trace Complete.” and a new prompt appears. 3. Type in “tracert google.com” and let it trace the route until it reads “Trace Complete.” and a new prompt appears. 4. Perform Steps 2 & 3 at least three times in a row.
Page 1 of 2
5. Use the clipboard to grab the output rather than a screenshot. To do this right-click on the console title bar, select Edit Select All, and then press Enter. This will put the contents into the clipboard which can then be pasted into the email to support.
How to run a continuous ping 1. In Command Prompt, type in “ping -t nccardinal.org”. The -t parameter keeps the ping going continuously, which can help catch intermittent timeouts that could be missed when running ping after, for example, a white screen event.
2. Stop the continuous ping after a minute or so by holding down the Ctrl button and typing C at the same time. (As if you were using the keyboard shortcut for Copy).
3. Use the clipboard to grab the ping output rather than a screenshot. Right-click on the console title bar, select Edit Select All, and then press Enter. Paste the output into the email to support.
Page 2 of 2
