Release : All Supported Clarity releases
Component : CA PPM SAAS INSTALLATION AND UPGRADE
We need to run a trace route to see if any issues are found, and reroute users that are having connection issuesSteps to determine if this is the cause on the PC that's unable to connect
Run the appropriate trace route command below
Review the resulting trace:
Check for too many hops to see if this is causing the issue.
One example: If it's going through 30 hops, it may be timing out - in that case a reroute for the user(s) can solve the issue.
Compare against working trace for any differences.
If any issues are found in the trace:
See if there is a specific location / VPN that has the issue and raise with your internal Network team i.e. sometimes a specific "hop" on the way is causing the delay and it should be brought up with the ISP in question.
For those where too many hops are observed as mentioned in step 2 reroute the user(s) to see if that solves the issue