What's causing the sudden increase in video streaming latency for Hopin webinars?

Introduction

The sudden increase in video streaming latency for Hopin webinars is a critical issue that demands immediate attention. This problem directly impacts user experience and could potentially lead to customer churn if not addressed promptly. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be a recent development. When exactly did you first notice the increase in latency?

Why it matters: Pinpointing the timeframe helps narrow down potential causes. Expected answer: Within the last week or two. Impact on approach: A sudden change suggests a recent system update or external factor.

• Considering user segments, I'm wondering if this affects all users equally. Are you seeing any patterns in terms of user location, device type, or connection speed?

Why it matters: Identifying affected segments can help isolate the problem. Expected answer: The issue is more pronounced for users in certain regions or on specific devices. Impact on approach: This would guide our focus on network infrastructure or device-specific optimizations.

• Given the nature of webinars, I'm curious about the content being streamed. Has there been any change in the type or quality of video content recently?

Why it matters: Changes in content could strain the system differently. Expected answer: No significant changes in content type or quality. Impact on approach: If content hasn't changed, we'd focus more on infrastructure and delivery mechanisms.

• Thinking about system changes, have there been any recent updates to the video streaming infrastructure or CDN?

Why it matters: Recent changes are often the culprit in sudden performance issues. Expected answer: A minor update was pushed last week. Impact on approach: This would make us prioritize investigating the recent update and its impact.