How to debug networking issues when LiveAgent panel is slow or not loading

Table of Content

• LiveAgent Status page (external page)
• Offline/No internet connection and Invalid CSRF token errors (separate article)
• Slow or not loading LiveAgent panel
  • Issues-related questions
  • MTR test & checking endpoints
    • Steps for Windows users
    • Steps for Mac users
    • Steps for Linux users
• Not working call center feature (separate article)

In case you are experiencing an overall panel slowness, or you are not able to load any data/section, or you have issues with the call center feature, there can be more reasons behind the issue. As LiveAgent has servers in different places over the world and the network configuration is very complex, there can be specific issues somewhere on the road between your location and the end location of our servers. For example, your account can work correctly for employees in Asia, but not for you in America. In such a case, it is needed to investigate the problem directly from your end and at the time when the issues are happening.

To help our team investigate your issues, we would need you to provide us with answers to the following questions below, and MTR test results. You can send us a screenshot or copy-paste the results 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 speed up the investigation process. The investigation of the issue is performed by our administrators' team, not by the agent on a chat, and therefore it might take a bit of time depending on our administrators' team workload.

Issues-related questions

1. What issues exactly are you experiencing?
2. Are you the only agent experiencing these issues?
3. 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?
4. 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?
5. 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 together to find out if there is a data packet loss in the transition, display the route (path), and measure transit delays of packets. It is required to test one of the following endpoints depending on the data center in which your LiveAgent account is located via MTR:

EU Frankfurt data center - quicksight.eu-central-1.amazonaws.com
US Northern Virginia data center - quicksight.us-east-1.amazonaws.com
Asia Singapore data center - quicksight.ap-southeast-1.amazonaws.com

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

If you are not able to perform the MTR test, even the Ping & Traceroute tests might help to investigate your issues. Still, the MTR test is always preferred and recommended to do.

Windows users need to download an additional utility called WinMTR to do an MTR test. It can be downloaded from 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.

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 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

Then you can perform MTR by entering this command:

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

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