If you notice network performance issues in your Xi Frame sessions, the Frame Support team recommends evaluating a few things before reaching out to them to ensure the issue isn’t local to your own network. While connected to a session, there are a couple of data points that can help diagnose connection issues: the bandwidth indicator and network latency data.
The Bandwidth Indicator (5 dots next to the gear menu of the Frame status bar) represents how much bandwidth is being used by your connection to the Frame session. Network bandwidth is the volume of data per unit of time that an internet connection can handle. For Frame, your “downstream” bandwidth is most important, especially if you are working with apps that have a lot of graphical motion and changes and/or you are using a large monitor with a high resolution (which results in more data needing to be streamed). Upstream bandwidth, however, also affects performance - and while it does not need to be as much as your downstream bandwidth, being as close to a “balanced” connection as possible is best. In general, we recommend a downstream bandwidth of at least 3 Mbps and at least 1 Mbps up.
If your connection’s bandwidth is adequate, you should see four or five green dots. If the bandwidth is less than desirable, the dots will reflect this with fewer dots and turn orange, and ultimately red (one dot, which is a very poor connection). The dots translate to Mbps per below:
- 1 dot: less than 1Mbps
- 2 dots: 1 - 2 Mbps
- 3 dots: 2 - 4 Mbps
- 4 dots: 4 - 8 Mbps
- 5 dots: more than 8 Mbps
You can initiate a new bandwidth measurement any time by clicking on the Bandwidth Indicator.
If you would like to see your local network’s bandwidth, you can visit SpeedTest.net to see what you have to work with.
The Network Latency indicator shows how many milliseconds of time it takes for a packet of data to travel one way from one point to another. In our case, this affects the responsiveness of your session to your inputs. For example, when you click your mouse - that information is sent to our remote servers, the movement is interpreted, and the change in the screen is sent back to you. Lower is better; if you experience high latency, there may be something affecting the routing of the packets to the server. Here are a few possible issues you may consider:
- Network congestion: Network congestion can happen on under-powered shared Wi-Fi connections or networks that are shared by too many users at a time (schools, coffee shops, airports, etc.). Network congestion can also be caused by excessive data usage (i.e. large file uploads/downloads or multiple users streaming videos at once).
- Poor network routing: On occasion, ISPs or networks will have rules that cause the physical route of the data to travel farther than desired which can result in excess network latency.
If you find that you are unable to connect to a Frame session at all, we recommend you visit WebSocketsTest.com to ensure that your network and browser supports HTML5 WebSockets. Your browser and network must pass each test in order to be compatible with the Frame service.
If you continue to have issues, please reach out to us by creating a support case.