How to debug issues when LiveAgent panel is slow, not loading, or a feature is not working properly

Table of Content

In case you are experiencing overall panel slowness, inability to load any data/section, or issues with a specific feature, the problem can be caused by various reasons. The first thing to do is to check our status page to confirm that there are no incidents reported at the moment.

Once you have confirmed that there is no known issue on our side you may continue with investigation from your side. As our data centers are in multiple locations around the globe, there might be connection issues between your location and the location of our servers. For instance, your account might work correctly for employees based in Asia, while you face issues in America. In such situation, it is essential to investigate the problem directly from your end while you are experiencing the problems.

To help our team investigate your issues, we would need you to provide us with answers to the questions listed below, and with MTR test results. You can send us a screenshot of the results or copy-paste them from your MTR tool into a text file.

Please note that our team will ask you the very same questions and ask you to do the MTR test, so having them already prepared might help to speed up the investigation process. The investigation of the issue is performed by our infrastructure administrators' team, not by the agent on a chat, and therefore it might take some time depending on our administrators' team workload.

Questions Related to Issues

What issues exactly are you experiencing?
Are you the only agent experiencing these issues?
If the answer to the 2nd question is no (otherwise this question is not valid), are only some agents affected by the issue, or every single logged-in agent?
If the answer to the 2nd question is no (otherwise this question is not valid), are all affected agents working from the same office/place, or remotely from home?
Please provide us with fresh MTR results

MTR test & checking endpoints

MTR or "My Traceroute" is an advanced option that combines the Ping & Traceroute commands to detect if there is a data packet loss during the transition, check the route (path), and measure transit delays of packets. It is required to test one of the endpoints below depending on the data center in which your LiveAgent account is located:

If you are not sure in which data center your LiveAgent account is located feel free to contact our support.

If your LiveAgent account is located in our EU Frankfurt data center, please test the following endpoint:

quicksight.eu-central-1.amazonaws.com

If your LiveAgent account is located in our US Northern Virginia data center, please test the following endpoint:

quicksight.us-east-1.amazonaws.com

If your LiveAgent account is located in our Asia Singapore data center, please test the following endpoint:

quicksight.ap-southeast-1.amazonaws.com

You can send us the results via email to support@liveagent.com or contact us via live chat.

Performing an MTR test

Windows Operating System

Windows users need to download an additional utility called WinMTR to do an MTR test. It can be downloaded from here, here, here, or here. After you download it, you need to unzip it and run WinMTR.exe.

Once opened, enter into the "Host" field the endpoint valid for your LiveAgent account, so e.g. quicksight.eu-central-1.amazonaws.com, and click on "Start". Let it run for a few minutes until the numbers under the "Sent" and "Recv" columns reach at least 100. You can hit "Stop" and send us a screenshot of the software window with the results.

macOS Operating System

Mac users can install the MTR tool via Homebrew or Macports:

To install MTR with Homebrew, run:
```
brew install mtr
```
To install MTR with MacPorts, run:
```
port install mtr
```

Then you can perform MTR by entering this command:

mtr -rwbzc 100 quicksight.eu-central-1.amazonaws.com

Alternatively, Mac users can also download a tool called PingPlotter for macOS, downloadable from this page. After installing the tool, enter into the "Enter target name or IP" field the endpoint valid for your LiveAgent account, so for example quicksight.eu-central-1.amazonaws.com, and click on the Start button. Let it run for a few minutes until the numbers in the "Count" column reach at least 100. You can hit "Stop" and send us a screenshot of the software window with the results.

Linux Operating System

Linux users can install MTR via the terminal:

For Redhat Linux, use the command:
```
yum install mtr
```
For Debian Linux, use the command:
```
apt-get install mtr
```