Module 9 - Troubleshooting ESD

1. Module 9 - Troubleshooting ESD

2. Objectives After completing this module, you will be able to: • identify the information to gather to troubleshoot problems that end users report. • use diagnostic tools on Akamai EdgeControl to gather this information. • identify likely causes and troubleshoot common end user problems with NetSession-based DLM.

3. Lesson 1: Troubleshooting HTTP Content Delivery

4. Client DNS Server Origin DNS Authority 10. HTTP response End User Origin Server origin-www.akamai.com Content Delivery Process - Review 4. Edge Server Loads configuration file 1. DNS lookup www.akamai.com 2. DNS Reply - Akamai server IP. For example 84.53.146.16 • DNS lookup origin-www.akamai.com 3. Connect to Akamai server 84.53.146.16 7. DNS reply 135.209.224.219 8. GET / HTTP/1.1 http://www.akamai.com/... 5. Determine caching rules for requested object 9. HTTP response

5. Six Ingredients for Successful Content Delivery • The client’s DNS resolution to EdgeSuite CNAME and edge server IP address • The client’s network connectivity to the resulting Akamai server IP in both directions • The response from the edge server for the HTTP request • The edge server’s DNS resolution for the origin server DNS name • The edge server’s network connectivity to the origin server datacenter in both directions • The origin server’s response to the HTTP request

6. Gathering Basic Information

7. Gathering Information – Type • The first piece of information to gather is the exact URL and the symptoms

8. Gathering Information - Scope • How many users are facing the problem? • Are these users widespread or confined to a particular network or region? • Are they being served by a particular Akamai edge server?

9. Gathering Information - Server • Factors to consider: • Top level domain naming conventions • If you are using GTM, are you testing from the geography of the end user?

10. Gathering Information - Connectivity

11. Gathering Information - Frequency

12. Lesson 2: Diagnostic Tools on Akamai EdgeControl

13. Diagnostic Tools on Akamai EdgeControl

14. Get End User IP Information Demo

15. Get End User IP Information (Cont…) Demo

16. Get End User IP Information (Cont...) Demo

17. Troubleshooting Content Delivery Problems Demo

18. Get Domain Information (DIG) Demo

19. Request Content (CURL) Demo

20. View Logs (GREP) Demo

21. Network Connectivity Test (MTR) Demo

22. Tier 1 Diagnostics Demo

23. Verify Akamai Server IP Demo

24. EdgeSuite Booster Demo

25. EdgeSuite Booster (Cont…) • Akamai IP identifier • Cacheability • CP code • TTL • Origin server name 2 1 3,4 5 Demo

26. Lesson 3: Troubleshooting NetSession-based DLM

27. AdminTool • Provides options to: • return information about a particular download URL. • list installed applications using the client. • clear the download cache. • delete a particular download. • pause, resume, or begin a download. • uninstall or install the client. • stop or start the client. • To view all the commands available to you with AdminTool, run admintool help.

28. Running the AdminTool Without Parameters

29. Troubleshooting DLM Problems • Validate client installation and NetSession integration. • Ensure that the end user is using correct JavaScript library. • Run: $ curl –s http://www.example.com/index.html|grep src | grepdlm. • The result should be similar to: • <script type="text/javascript" src="http://client.akamai.com/dlm/dlm.js"></script> • A result such as: • <script type="text/javascript" src="http://example.com/lib/js/dlm.js"></script> indicates that dlm.js is in a location other than client.akamai.com

30. Troubleshooting NetSession Installation • Ask end users to : • navigate to the NetSession demonstration site at: http://client.akamai.com/demos . • download one of the examples. • follow the prompts to install the client if necessary. • A successful download means problem is not with end user’s device or platform. • If the NetSession client was pre-installed, ask the user to uninstall and attempt to download again.

31. Four Areas of Potential Failure • End user issues • Akamai NetSession client • Akamai download • Content provider issues

32. End User Issues • Types of issues include: • Cannot download • Cannot find file • Download is slow • Asks for a user name or password • Troubleshooting End User Issues • Go through the initial troubleshooting steps. • Escalate problems you cannot diagnose or resolve to Akamai Customer Care.

33. Cannot Download • Troubleshoot this problem as follows: • Replicate the problem by attempting the download yourself and escalate to Akamai Customer Care if you cannot download. • Check if end users are using the right page and the right link. • Check if the download started correctly. • First time users must be prompted to install NetSession client. • If end users do not see “Downloading” message and progress bar - escalate to Akamai Customer Care.

34. Cannot Download – Cannot Save File • Ensure that end users: • are using the Save As dialog correctly. • are not saving the file to a network share directory. • have permissions to create files in the download directory. • If download starts but progress bar is struck, there may be connectivity issues. • Ask end users ping the Web site to check if there is significant loss.

35. Cannot Download – Download Hangs with “calculating time remaining..” • Reason: • User may be going through proxy server where certain conditions are not met simultaneously. • Troubleshooting: • Check if proxy supports byte-range requests. • If not, can it be configured to do so? • If users are capable, ask them to check if response is 200 OK or 206.

36. Troubleshooting Cannot Find File • Is DLM configured to provide “Save As” prompt? • Yes: End user has specifically chosen a location and must find file on their own. • No: File maybe in the default Akamai DLM “cache” location. If not, ask end user to run AdminTool without parameters to see list of downloaded files and their locations.

37. Troubleshooting Slow Downloads • Ask end user to perform speed test using a test site such as http://www.speedtest.net/ • Check actual download speed using Admin tool while the download using NetSession client is in progress. • If there is a huge difference between the two speeds, escalate to Akamai Customer Care. • Note: Downloads using NetSession-based DLM maybe slow the first time - integrity check file needs to be created on the server side.

38. User Name and Password Requests • When end users are behind a server proxy, NetSession will request a username and password. • The user may not be aware a server proxy is in place and may question the need to provide this information. • NetSession requires this information as a requesting service on the end user machine. • NetSession will make the request up to three times and will not request again until startup.

39. DLM 3.0 – Known Issues

40. DLM 3.0 – Known Issues (Cont…)

41. Gathering Information for Escalation • Gather the following information from end users: • Description of the problem • Browser(s) used, Web site, download URL, and if possible temporary or test user accounts or passwords • Ask the user to attach and email, or upload, the following files: • From the NetSession installation directory: data.dat, guid.ini (not needed if data.dat is provided), debug.log, and euc_state.json (if this file is present) • A file showing their system information • Note: If users have any privacy concerns, they can open this file and verify that it does not contain their personal information or information that would allow you or Akamai to compromise their privacy.

42. Resources Available • For end users: • www.akamai.com/client - for information on the NetSession Interface and Akamai DLM 3.0 • NetSession-based DLM 3.0 demo site at: http://client.akamai.com/doc/dlmmultiexample.html • Readme.txt file in the install directory on their systems • For Akamai customers: • Integration and User guides on Akamai EdgeControl • Akamai DLM API information at: http://client.akamai.com/doc/sdk/dlm3.html • KB articles on Akamai EdgeControl