About to lose a customers due to inconsistencies with UX @AMS1 and lack of support

Hi All

Our customers reported fault on the 21st , since then both myself Ian Mulcaster (Mully) and our customers Root solutions and Norton motor cycles have both added tickets, but with little to no response / resolution


We have about 6 different users connecting via the app from locations across the UK (Northern Ireland and England).

Please find attached a link to a video that shows the poor performance.graphics.

  • 5 mins 16 seconds in shows the biggest graphics issue. ]

  • The user then lost control of the workstation

  • 27 mins 43 seconds in the user starts to log off, then signed back into the app and machine and gains control with the graphics issue resolved.

This is one of the many graphics issues we are experiencing. others are. the desktop icons are blurry and do not render/improve.

We have discussed with Ian / Mully in, the performance issues. We believe this may be a bandwidth issue at your end. Previously you have expanded bandwidth (GPU capacity) for us to resolve connection issues with our training Vms.

If you can give us any further update/instructions that would be great.

We believe if this cannot be resolved we will have to bin the machines for our customer, from a CAD point of view it is unusable.

Jul 22, 2020, 5:52 AM EDT

Here are the results:

Here are the results of the connection tests.

Ping statistics for

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 14ms, Maximum = 14ms, Average = 14ms

Tracing route to over a maximum of 30 hops

1 1 ms <1 ms 1 ms

2 <1 ms <1 ms <1 ms host90-152-2-89.ipv4.regusnet.com []

3 5 ms 5 ms 5 ms

4 13 ms 10 ms 8 ms

5 9 ms 13 ms 7 ms

6 7 ms 7 ms 7 ms

7 14 ms 14 ms 14 ms bbr2-xe-2-1-0.lon003.pnap.net []

8 14 ms 14 ms 14 ms core1.be3.ams004.pnap.net []

9 14 ms 17 ms 14 ms border3.ae2-bbnet2.ams004.pnap.net []

10 14 ms 14 ms 17 ms paperspace-3.edge1.ams006.pnap.net []

11 15 ms 19 ms 16 ms

Trace complete.

By the time you read or react to this, I expect it will be to late.