ClientNet and Quarantine Portal Latency: Analysis and Escalation Guide

Products

• Email Security.cloud

Issue/Introduction

Users may occasionally experience delays or slow loading times when accessing the ClientNet portal or attempting to view, search, and release emails from the Quarantine Portal.

Because portal performance can be affected by a variety of external network factors, follow the steps below to rule out localized connection issues.

Resolution

Step 1: Initial Network Troubleshooting

Verify if the slowness is isolated to a specific network or machine:

1. Test an Alternate Network: If currently connected to a corporate network or VPN, disconnect from the VPN or switch to a different network (such as a home internet connection or a mobile hotspot). This helps determine if an internal firewall, proxy, or routing issue is causing the delay.

2. Use an Incognito or Private Window: Log in to the portal using an Incognito or Private browsing session. If the portal loads quickly, the issue can usually be resolved by clearing the browser's cache and cookies.

3. Verify System Status: Backend servers are continuously monitored. If internal health checks indicate that all systems are operational and no widespread incidents are logged, the latency is likely tied to local network delivery.

Step 2: Required Escalation Details

If the slowness continues across multiple networks, further technical investigation is required. To isolate the exact database query causing the slowdown, open a support ticket with the following mandatory details:

• Exact Timestamp: The exact date, time, and timezone when the slowdown occurred (e.g., [DD/MM/YYYY] at [HH:MM] [Timezone]).

• Specific Action Taken: The exact action attempted when the portal slowed down (e.g., Loading the main page, searching for a specific sender, or clicking 'Release' on a message).

• Message Details: If the latency occurred while interacting with a specific email, provide the sender's address, recipient's address, and the subject line.

⚠️ Note: Without a precise timestamp and the exact query details, the database team cannot accurately search the system logs to pinpoint the root cause of the performance drop.

Next Steps

Once the required details above are submitted, the support team will advance the request directly to database specialists to analyze backend query performance.