Troubleshoot network latency or performance issues in Web Security Service and collect data for support cases
Last Updated June 20, 2019
You experience latency or performance issues with Symantec Web Security Service (WSS).
Web Security Service
Common causes of performance issues (some of which may not be directly related to WSS) include the following:
Peering point congestion
Issues specific to your firewall or network
Supplying the information below provides insight into where possible performance issue originates and helps to quantify the slowness experienced. If you do not provide this information in advance, the Support Engineer will request this information before further troubleshooting, causing the resolution of the case to be delayed. Please gather the following before creating your case with Symantec Support:
Please note the difference between data center and data pod. "Chicago/Frankfurt" is the data center. Support requires the full pod code (e.g. DP1-PA3). Support can identify which pod you are on by your egress IP, but it’s possible for you to be connected to multiple pods simultaneously.