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INDEX
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TROUBLESHOOTING-SLOW OR STALLED DOWNLOADS We add servers and bandwidth to accomodate growth and will cut off accepting new membership applications rather than run an overloaded site. Currently, we have two T-3 lines on two separate backbones. They are PSI.net and UUnet. Normally, slow or stalled downloads are related more to internet related issues than to problems on our site. These problems can occur anywhere between your machine and ours. Because this is not a direct dial in service, traffic to and from our site is subject to many of the periodic outages and problems on the internet itself. Typically the signals must travel: Pictureview <---> PSI.net or UUNET <--->Your isp's backbone provider<--->Your isp <--->You One of ways that we provide a superior level of customer service is in helping you locate the problem, when possible. Just send a message to our tech support department using the link in the menu on the left. Make sure that you include your geographic area, the name of your internet service provider, and (if possible) your ip address. We'll run a trace to you from our machines and also test connectivity. A traceroute lists the route our signals take to reach you, listing each router along the way. It is useful in finding our what possible routers may be affecting throughput. A ping test repeatedly sends small packets of data and reports on how long it takes to get a return signal. Lost packets or lost pings are when we send a packet and it doesn't get through. Typically, there should be close to zero packet loss. 10%-15% packet loss would result in slowness, more than that would result in slowness, stalling (where the computer seems to sit waiting for the picture to load) and other problems. When there are problems on our site, we'll fix them. When they're on either of our backbone service providers, we'll contact them. If the problem is at your isp or at your isp's backbone service provider, the best way to get assistance is through your isp's tech support department To test your connectivity, click HERE
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