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Packet loss occurs when one or more packets of data traveling across a computer network fail to reach their destination. Packet loss is either caused by errors in data transmission, typically across wireless networks, or by severe network congestion.
Packet loss almost exclusively stems from poor network issues, as mentioned above. Typical causes occur from high network congestion, sub-par networking hardware, and firewalls dropping/blocking certain ports/IPs.
Steps to Resolve Packet Loss
Test Networking Throughput
- Purpose: Throughput essentially is your average network performance including during peak usage. We will do this through a ping test. We want to understand if your packet loss is being caused by network congestion due to overloaded network hardware. One way to evaluate this without Enterprise IT software is to run a ping test on your network to determine if you have high latency (measured in ms) due to network congestion.
- To do this we'll go to http://ping-test.net/ and select Auto-select server and accurate.
- Press Start PING TEST and let the test run. (Note: I recommend running this test after normal business hours.)
- From the closest region server, we want to look at the average, median, min. and max ping values in ms. Follow next steps based on your ping test results.
- 0-75ms average ping:
- standard expected range. Please continue to the Networking Steps to Resolve
- 76ms-150ms average ping
- acceptable range but may experience some packet loss. Please continue to Networking Steps to Resolve.
- 151-300ms average ping
- You will experience call quality issues and your networking hardware likely is the cause of your packet loss. We recommend continuing to the next step but you may want to consult your IT professional for network hardware suggestions
- 300ms+ average ping
- You may experience call drops and the packet loss messages you see likely stem from poor networking hardware. You should continue to step 5 but should improve your network hardware quality.
- 0-75ms average ping:
Networking Steps to Resolve
If you have administrative access to your router, then please also do the following:
- SIP Application Layer Gateway automatically assigns packets and in some cases will mark valid packets as invalid causing packet loss.
- Add Firewall Permissions aka Whitelist the Kixie IPs
- We highly recommend contacting your ISP or IT admin mentioning that you're experiencing high packet loss. They should provide some troubleshooting steps.