MoeGo Troubleshooting Session - Slowness Issues

Step 1: Locate possible triggering action 

• What to do: Try to pinpoint if a specific operation in MoeGo causes the slowness or lag. (For example, every time searching pet in the client list)
• Why it matters: If the issue is linked to a particular feature or module, this information will help our developers quickly identify and address the root cause.
• Next steps: Share the details of the triggering action with our support team.

Step 2: Check network conditions for overall lag or slowness

• What to do: Determine if the slowness is isolated to MoeGo or if it affects other apps and websites.
• How to check:
  • Access other apps or websites and observe their performance.
  • If you experience similar issues elsewhere, the problem might be related to your local network.

Step 3: Use dedicated network diagnostic tools

If the slowness or lag is specific to MoeGo, follow the instructions below to assist with network diagnostics.

📱 App version

Use MoeGo's Built-in Network Diagnostic Tool:

1. Go to Settings > Network Diagnostics within the app.
2. Run the diagnostic tool to measure latency on our servers.
3. Screenshot the diagnostic results.
4. Share the screenshot with our support team.

🖥️ Web-version - Windows 

Windows will need to run the “terminal” app for this purpose. 

1. Open the Start Menu and type "Windows Terminal."
2. Select the best match and open the terminal.
3. Press Enter and let the command run for approximately 5 minutes.
4. Screenshot the entire output from the terminal window.
5. Share the screenshot with our support team.
6. Copy and paste the following command into the terminal:

tracert go.moego.pet

💻 Web-version - Mac

Mac will need to run the “terminal” app for this purpose. 

1. Click the Search Icon in the top-right corner of your screen.
2. Type "Terminal" in Spotlight Search and open it.
3. Copy and paste the following command into the terminal:
4. Press Enter and let the command run for approximately 5 minutes.
5. Screenshot the entire output from the terminal window.
6. Share the screenshot with our support team.

traceroute go.moego.pet

*If it doesn't finish running within 1 minute or outputs more than 20 lines, please copy all the outputs and close the window. If there are many asterisks (*) even in the first 5 lines of the output, you can reopen the window, type the command again, and press Enter. Share the screenshot with our support team.

traceroute -P TCP go.moego.pet

Additional Support

Providing accurate and detailed information will help expedite the investigation process. If you encounter further issues, don’t hesitate to reach out to our support team with:

• Screenshots of diagnostic results.
• Details of any triggering actions.
• Observations on whether the issue is isolated or widespread.

Your cooperation and feedback are invaluable in helping us ensure a smooth and efficient experience with MoeGo.