INTERNET RESPONSE TIME PROBLEM AT MAJOR UK INSURANCE COMPANY
Service Supplier Manager, Insurance Company
Our customer has over 1,000 users using thin client terminals at multiple offices across the UK and they rely on Internet-based systems for many core business processes.
Intermittently, response times on these systems increased to over 30 seconds.
We mapped out all the components involved in Internet access. We then analysed network traffic between these components to identify the root cause of the problem.
Analysis of the data showed that the problem was caused by timeouts and failures during host name lookups (DNS).
This was a combination of two factors:
- Superfluous DNS requests from the client sessions
- Saturation of the DNS service on Internet proxy servers caused by a logging change
The desktop support team put in a workaround which stopped the superfluous DNS requests. The underlying problem was then fixed by the proxy server support team.