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How to debug networking issues when LiveAgent is very slow or not loading (Cloud accounts)

In case your LiveAgent cloud account is slow or not loading at all or your call center is not working, there can be more reasons behind the issue. 

  1. Debug your LiveAgent cloud account access
  2. Debug your LiveAgent call center

You can use different network tools to get the right result:

  1. Ping
  2. Traceroute
  3. MTR

 

We have servers in different places over the world and network configuration is very complex, so there can be a specific issue somewhere on the road between your location and the end location of our servers. For example, your account can work for us in Europe, but not for you in Asia. 
In such a case, it is very helpful, if you help us to identify the problem directly from your place.

To help us, you can make a couple of simple calls in your command line - CMD (if you have Windows OS) or in terminal (if you have Linux or Mac OS) and send us the result. You can send us a screenshot or copy a text from the result in a text file. 


Examples:

Note: don't forget to replace 'YOUR_ACCOUNT' in calls with the real name of your LiveAgent account.

Debug your LiveAgent cloud account access

PING

First, you can make a ping to find out if there is a packet loss or not.

Open your CMD or terminal and enter the following command:

ping -c10 YOUR_ACCOUNT.ladesk.com

Result:


 

TRACEROUTE

Next step would be to do a traceroute. Traceroute is a network diagnostic tool for displaying the route (path) and measuring transit delays of packets across an Internet Protocol (IP) network.

Linux an Mac users:
Open your terminal and enter this command:

traceroute YOUR_ACCOUNT.ladesk.com

Windows users can use tracert command:
Open your CMD and enter this command:

tracert YOUR_ACCOUNT.ladesk.com


Result: 

 

MTR

MTR or Matt's traceroute is a more advanced option which combines the above 2 commands into one.
 

Linux users can install MTR via terminal.

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

Then you can use MTR by entering this command:

mtr -rwbzc 100 YOUR_ACCOUNT.ladesk.com


MAC users can install 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 use MTR by entering this command:

mtr -rwbzc 100 YOUR_ACCOUNT.ladesk.com


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

Once executed enter into the "Host" field your account's URL address, so for example YOUR_ACCOUNT.ladesk.com, and click on Start. You'd let it run for a few minutes, the numbers under Sent and Recv columns will start to increase and once they reach 100 you can hit Stop and send us a screenshot of the software window with results, example screenshot here:

 

Debug your LiveAgent call center

When it comes to debugging your call center solution in LiveAgent you need to use a different set of IP addresses which you can find HERE

You can use the same Ping, Traceroute, and MTR tutorial shown here, however, you need to use a specific IP address that is linked to your account based on the data center where your account has been located. 

Example:

Let's say your account hosted in the DE data center. According to the link, the IP addresses of DE call center are: 

  • 172.104.240.32
  • 172.104.143.10
  • 172.104.241.82

So these IPs have to be used as a destination in Ping, Traceroute, and MTR instead of the address of your account YOUR_ACCOUNT.ladesk.com

In case you do not know where your account is located do not hesitate to contact our support via email or by starting a chat

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

 

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