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    Possible Root Causes for Performance Degradation
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    Possible Root Causes for Performance Degradation

    Table of Contents

    Possible Root Causes for Performance Degradation

    There may be one or more causes for poor Zoom performance.
    Where Can I Use This?What Do I Need?
    • Prisma Access (Managed by Strata Cloud Manager)
    • Prisma Access (Managed by Panorama)
    • Strata Cloud Manager
    • Prisma Access license
    • Autonomous DEM license
    • Zoom QSS license
    ADEM has the ability to leverage existing synthetic test data to interpret the root cause of experience issues that users have on Zoom. A root cause represents a problem that we believe requires attention and action. Here are some of the most likely root causes of experience issues that users could face. In some cases there may be more than one root cause.
    The cause for poor performance could lie in one or more of the following segments:

    Device

    CauseDescription/Remediation
    High Memory ConsumptionThe user's device was consuming more than 95% of available RAM. They will likely see improvement if they close unused tabs and applications or restart their machine.
    High CPU ConsumptionThe user's device was consuming more than 95% CPU. They will likely see improvement if they close compute-intensive applications or restart their machine.
    Enable/Disable of Global ProtectConnectivity was disrupted when the user enabled or disabled Global Protect. We suggest leaving Global Protect enabled at all times.

    WiFi

    CauseDescription/Remediation
    WiFi Signal QualityWiFi signal quality is poor. The user will likely see an improvement if they move closer to their WiFi router. If they still experience poor WiFI signal quality, check if they're using an old WiFi router.

    Internet

    CauseDescription/Remediation
    High Loss on ISP The user's Internet Service Provider experienced high packet loss. They may need to restart their LAN router. If the issue persists, we suggest contacting their internet service provider.
    High Latency on ISPThe user's Internet Service Provider experienced high latency. They may need to restart their LAN router. If the issue persists, we suggest contacting their internet service provider.
    High Jitter on ISPThe user's Internet Service Provider experienced high jitter. They may need to restart their LAN router. If the issue persists, we suggest contacting their internet service provider.

    Local Network

    CauseDescription/Remediation
    High Loss on LANThe user's local network experienced high packet loss. They will likely see improvement if users on their network avoid activities that use the internet heavily like gaming and video streaming. If the issue persists, they may need to restart their router
    High Latency on LANThe user's local network experienced high latency. They will likely see improvement if users on their network avoid activities that use the internet heavily like gaming and video streaming. If the issue persists, they may need to restart their router.
    High Jitter on LANThe user's local network experienced high jitter. They will likely see improvement if users on their network avoid activities that use the internet heavily like gaming and video streaming. If the issue persists, they may need to restart their router

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