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Make Support and Troubleshooting a Seamless Experience

February 3, 2020 · by Amit Mohanty and Gowri Shankar Palani ·
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When you’re racing to deliver new features and functionality to users, there’s no time to waste troubleshooting a problem. We’ve all been there, so we’ve worked hard to create the best support experiences for Akamai users. 

Here’s an overview of the Akamai support resources available to you as well as solutions to a few common troubleshooting scenarios. 

Know where to get help

The next time you have support questions, check out one of these resources for answers. 

  1. Akamai Knowledge: This asset hosts Akamai content including references to past issues, so you can get context by example. You can find recent release notes, view training videos, watch community posts, and register for Akamai University courses to get a better understanding of Akamai tools and concepts. Expert technical advice and findings from past investigations can help you fix  the issue on your own. 

  2. Contact Support: Here, you’ll find useful links to interactive support from Akamai Customer Care. Depending on your contract, you can create a support case, chat with a live agent, or talk to an expert over the phone. This resource is dedicated to facilitating communication with Akamai support agents to resolve an active issue as fast as possible. This is a great way to get your issue resolved when you’re not sure what’s going on.

  3. Diagnostic Tools: Akamai provides a suite of diagnostic and troubleshooting tools to help you debug network- or service-related issues. They include Get Error Statistics, Translate Error String, View Logs, Verify Akamai IP, and Request Content. Diagnostic tools help you quickly address some of the most common troubleshooting use cases, like slow or missing content. 

Network and Debugging Tools

Troubleshooting common use cases

When an object downloads slowly or does not appear on a page, be sure you check for some of the most common causes and fixes first. 

Slow download: An object appears to download slowly. 

Category

Cause

Troubleshooting Tools

Content Problems 

ARL syntax is wrong. 

TTL value is too low in the Object Delivery ARL.

Check if the ARL is functioning by using the Request Content (CURL) tool.

Network Problems

Last or first-mile connectivity issues.

Use the Test Network Connectivity (MTR) tool, with the end user's IP as a Destination IP or domain name.

 

Missing object: An object does not appear on a website.

Category

Cause

Troubleshooting Tools

Content Problems 

The object does not exist on the origin server or on one of multiple origin servers.

 

The object is corrupt in the Akamai server cache.

Request the object from the Akamai server by using the ARL and the absolute URL. Use the CURL tool.

 

Find the IP of the end user's origin server by doing a hostname lookup of the origin domain. Use the Get Domain Details (DIG) tool.

 

If you receive only one IP address, make multiple requests for the absolute URL using the CURL tool.

Supporting DevOps

If you have a DevOps strategy in place, you probably already know the benefit of diagnostic APIs - you can get notified, automatically diagnose the source of an issue, and generally accelerate your troubleshooting. Akamai APIs can do thing like fetch logs for an error code or create daily reports for errors at the origin or Edge. 

Diagnostic APIs also help you troubleshoot problems at end-user sites. For example, you can investigate a performance slowdown by generating a short diagnostic URL to collect end-user client IP, DNS IP, mapped edge IP, connection details, and bandwidth data so you can pinpoint and resolve the issue.

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Keep learning

While our customer support resources help you learn more about Akamai, we’re also learning how to better serve you. By continually analyzing support tool usage patterns, we can improve our guidance through a more intuitive help experience. Help us help you with the seamless support you need to be productive.