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

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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. 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 us in Europe, but not for you in Asia. In such a case, it is needed to identify the problem directly from your place and at the time when the issue is happening.

To help our team investigate your issues, we would need you to provide us with answers to the following questions below, and the MTR test results. You can send us a screenshot or copy a text from the result 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 might take a bit of time depending on our administrators' team workload.

Issue-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 homes?
  5. Please provide us with a fresh MTR results

MTR

MTR or "My Traceroute" is an advanced option that combines the Ping & Traceroute commands together to find out if there is a packet loss or not and for displaying the route (path) and measuring transit delays of packets.

Do not forget to replace MY_LA_ACCOUNT.ladesk.com with a real sub-domain name of your LiveAgent account, e.g. mycompany.ladesk.com.
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.

Linux users can install MTR via 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 MY_LA_ACCOUNT.ladesk.com

 

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 MY_LA_ACCOUNT.ladesk.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 your LiveAgent account's URL address, so for example MY_LA_ACCOUNT.ladesk.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.

 

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 LiveAgent account's URL address, so for example MY_LA_ACCOUNT.ladesk.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.

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

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