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Why is there slowness when accessing our own customer portal end-user pages from within our network?
Answer ID 9232   |   Last Review Date 12/23/2018

Why is there slowness when accessing our own customer portal end-user pages from within our network?

Environment:

Supported versions

Issue:

Navigating to our own support end-user pages, from within our network, results in slowness of about 20 seconds per transaction.

Solution:

This issue can be caused by not publishing your organization's internal nameserver records in DNS.

OSvC allows users to customize access control to the console and end-user pages through the use of the SEC_(IN)VALID configuration keys. When accessing end-user pages for a site that has these keys populated, the server will perform a reverse lookup to verify that the client IP address is allowed to pass through. If no nameserver records are published for your organization, this will result in a delay of approximately 20 seconds before timing out and proceeding.

You may find that the behavior is mitigated by removing the entries in these configuration keys. This is because the reverse lookup is not active unless these keys are populated.

PTR record types are typically used for publishing your internal nameserver records, however theoretically any DNS record type will work as long as it returns a timely response. These records will need to be added by your local DNS administrators.

 

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