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Diagnosing user issues with Flash

R

raisen

Junior Member
I have a client who is dealing with a customer issue where the customer's Flash player is running slow. I am not able to remote desktop to my client's customer, and my client asked me for suggestions on how to diagnose this issue.

I initially asked to try to run the same Flash application from Chrome instead of IE 11, and to disable any firewall/spyware, but the customer came back saying that the problem persists.

Given such constraints, what should my next step be? I was thinking on some kind of diagnose tool, but I'm afraid that there will be many back-and-forth communications that might not lead anywhere.

Anyway, any suggestion on a good diagnose tool that splits out a system report that could be used to diagnose this?

I'm open for any other suggestions as well.
 
So flash is running, it's just running slow?
How long has this been occurring?
Does it ever crash?
Are they running the latest version?
Have they tried clearing out previous all previous settings?
What kind of add-ons is the customer using on the Web-browsers they have tried?
Have they tried turning hardware acceleration on/off during playback?
Is the computer slow at anything else (Silverlight, for example)?
 
ketchup79 said:
So flash is running, it's just running slow?
How long has this been occurring?
Does it ever crash?
Are they running the latest version?
Have they tried clearing out previous all previous settings?
What kind of add-ons is the customer using on the Web-browsers they have tried?
Have they tried turning hardware acceleration on/off during playback?
Is the computer slow at anything else (Silverlight, for example)?
Click to expand...

I would ask these questions if I had direct contact with the customer, which I don't. That's why I was thinking of suggesting my client to ask his customer to run some kind of diagnose tool that would split out the customer's system config so I could ask some specific questions.

From what I have seen so far using what I have - server's Apache log and customer's IP address, the flash application we are working on requests a bunch of mp3 and picture files from the server and it seems that it's taking around 1-2 seconds for each file to load. That is very unusual because it would usually require around 1 to 3 seconds to load the entire set of files for me, but it's taking around 20 seconds for the customer.
 
raisen said:
...the flash application we are working on requests a bunch of mp3 and picture files from the server and it seems that it's taking around 1-2 seconds for each file to load. That is very unusual because it would usually require around 1 to 3 seconds to load the entire set of files for me, but it's taking around 20 seconds for the customer.
Click to expand...

That would be very helpful information in your first post, as it precludes most of the questions I asked you earlier..

So can we assume his connection speed from his location to this server is the same as yours?
 
I'm going to submit these questions to my client and will update this thread if I get a response from him.

Meanwhile, are you aware of any diagnose tool that would split out important hardware/software details from the client's machine?
 
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