ThousandEyes Documentation
  • ThousandEyes Documentation
  • What's New
    • Changelog
    • Naming and Navigation Menu Changes - Summary List
  • Product Documentation
    • Getting Started
      • Getting Started with Account Setup
      • Getting Started with Cloud and Enterprise Agents
      • Getting Started with Cloud and Enterprise Agent Tests
      • Getting Started with Endpoint Agents
      • Getting Started with Transactions
      • Getting Started with Dashboards
      • Getting Started with Alerts
      • Getting Started with Internet Insights
      • Getting Started with the ThousandEyes API
      • Getting Started with API Tests
      • Getting Support from ThousandEyes
      • Notification of Upgrades, Maintenance and Outages
      • New User FAQ
      • ThousandEyes Glossary
    • Global Vantage Points
      • Cloud Agents
        • Where Are Cloud Agents Available?
        • Webex Cloud Agents
        • AWS Wavelength Cloud Agents
        • Cloud Agent with Local Problems
      • Enterprise Agents
        • Getting Started
          • Where Can I Get the Account Group Token?
        • Installing
          • Enterprise Agent System Requirements
            • Enterprise Agent Support Lifecycle
          • Appliances
            • How to Set Up the Virtual Appliance
            • Enterprise Agents: Hypervisor Installation
            • Installing Enterprise Agent on VirtualBox
            • Enterprise Agent Deployment Using ThousandEyes Virtual Appliance (Hyper-V)
            • Enterprise Agent Deployment Using ThousandEyes Virtual Appliance (OVA)
            • Custom Virtual Appliances
            • Installing a Physical Appliance
            • Installing an Enterprise Agent on a Raspberry Pi Device
          • Cisco Devices
            • Catalyst Switching
            • Catalyst Routing
            • Nexus Switching
            • Service Routing
            • Meraki MX Appliances
            • Cisco Enterprise NFV Infrastructure Software
            • Installation Methods
              • Installing Enterprise Agents on Cisco Nexus Switches with Application Hosting
              • Installing Enterprise Agents on Cisco Nexus Switches with Guestshell
              • Installing Enterprise Agents on Cisco Routers using SD-WAN Manager Feature Templates
              • Installing Enterprise Agents on Cisco Routers using the SD-WAN Manager ThousandEyes Workflow
              • Installing Enterprise Agents on Cisco Switches with Docker
              • Installing Enterprise Agents on Cisco Routers with Docker
              • Installing Enterprise Agents on Cisco Switches with the DNA Center
          • Linux Packages
            • Enterprise Agent Deployment Using Linux Package Method
            • Installing the Enterprise Agent with BrowserBot on Oracle Linux Server 7
          • Docker Agents
            • Installing Enterprise Agents with Docker
          • Cloud Templates
            • Installing Enterprise Agents with Microsoft Azure
          • Docker Agent Configuration Options
          • Missing Dependencies for Enterprise Agent on Redhat Enterprise Linux RHEL 7 Installation
          • Migrating ThousandEyes Appliance or Package-Based Enterprise Agent to Docker
        • Configuring
          • Password Reset on the Virtual Appliance
          • Configuring rDNS Lookups for Enterprise Agents
          • Connecting to the ThousandEyes Virtual Appliance Using SSH (Mac/Linux)
          • Connecting to the ThousandEyes Virtual Appliance Using SSH (Windows)
          • Static IP Addresses for ThousandEyes Repositories
          • Firewall Configuration for Enterprise Agents
          • Enterprise Agent Port Forwarding
          • Security Policy and Public NTP Servers on Enterprise Agents
          • Secure Access to ThousandEyes Appliances
          • Disabling the Web Server of a Virtual Appliance
          • NAT Traversal for Agent-to-Agent Tests
          • Enterprise Agent on Docker Advanced Networking
        • Managing
          • Cisco Devices
            • Disable, Restart, or Uninstall the Enterprise Agent via DCNM
          • Docker Agents
            • Add/Remove BrowserBot from Existing Docker Enterprise Agents
          • Upgrading Operating Systems for Enterprise Agents
          • Backup and Restore Your Enterprise Agent Configuration
          • Upgrade Ubuntu 20.04 Focal-Based ThousandEyes Appliances
          • Crash Reporting for Enterprise Agents
          • Configuring a Local Mirror of the ThousandEyes Package Repository
          • Resetting an Enterprise Agent
          • Working with Enterprise Agent Clusters
          • Replacing an Enterprise Agent Using the Agent Clustering Method
          • Replacing an Enterprise Agent Using Agent Identity Files
          • Unlocking the ThousandEyes Appliance
          • Uninstalling the Enterprise Agent (Linux Package)
        • Proxy Environments
          • Installing Enterprise Agents in Proxy Environments
          • Configuring an Enterprise Agent to Use a Proxy Server
          • Writing and Testing Proxy Auto-Configuration (PAC) Files
        • Troubleshooting
          • How to Generate Packet Captures
          • Troubleshooting Automatic-Update Problems on Enterprise Agents
          • Troubleshooting Time Synchronization on Enterprise Agents
          • Installing CA Certificates on Enterprise Agents
          • Agent Unable to Trace Path to Destination?
          • BrowserBot Installation Fails on Red Hat or CentOS in Amazon EC2
          • What to Do If te-agent Stops Running Due to a VACUUM Error
        • Enterprise Agents: What Information Do We Collect?
        • What Is BrowserBot?
        • Upgrading to BrowserBot 2
        • Upgrading to BrowserBot 2.6+ (Chromium 97)
        • Enterprise Agent Utilization
        • Network Utilization from Enterprise Agent Test Traffic
        • Enterprise Agent Interface Selection
        • ThousandEyes Product Lifecycle Policy
      • Endpoint Agents
        • Installing
          • System Requirements
          • Download the Endpoint Agent Installer
          • Install the Endpoint Agent
          • Reinstall the Endpoint Agent
          • Install the Endpoint Agent Browser Extension
          • Install Endpoint Agents for Windows via Group Policy
          • Installing Browser Extensions for Windows via Group Policy
          • Guidance for Windows Software Deployment Teams
          • Install Endpoint Agents for macOS using Munki and the Managed Software Center
          • Deploy an MSI package to Intune for Windows Devices
          • Endpoint Agent Installation on Cisco Webex Devices (RoomOS)
          • Endpoint Agent Installation on Cisco Phone Devices (PhoneOS)
          • Uninstall or Delete an Endpoint Agent
          • Endpoint Agent Installation Reference
          • NPCAP Driver Upgrade Management
        • Configuring
          • Configure Endpoint Agent Labels
          • Endpoint Agent Proxy Configuration for Scheduled Tests
        • Managing
          • Manage Endpoint Agent Settings
        • How Does the Endpoint Agent Work
        • Cisco Secure Client ThousandEyes Endpoint Agent Module
        • Endpoint Agent Licensing
        • Assigning tests to an Endpoint Agent
        • Data Collected by Endpoint Agent
        • Reporting on data collected by Endpoint Agent
        • Endpoint Agent VPN Support
        • Endpoint Agent TCP Support
        • Endpoint Agent End-user Experience
        • Endpoint Agent FAQ
      • Working with Agent Settings
      • Obtaining a list of ThousandEyes Agent IP Addresses with te-iplist
    • Tests
      • HTTP Server Tests
        • Collecting Proxy Metrics
        • POSIX Extended Regular Expression Syntax (Quick Reference)
        • POSIX Extended Regular Expression Syntax
        • Custom User-Agent Strings in a Web Test
        • Two-Step HTTP Testing (OAuth)
      • Web-Layer Tests
      • Network Tests
        • Network Tests Explained
        • Agent-to-Agent Test Overview
        • DSCP Options in Network Tests
      • DNS Tests
      • Voice Tests
        • SIP Server Test Settings
        • RTP Stream Test Settings
        • Using the SIP Server View
        • Using the RTP Stream View
      • BGP Tests
        • Inside-Out BGP Visibility
        • Using the BGP Route Visualization View
        • Using the BGP Updates Table
        • Working with Raw BGP Data
        • Reasons for Failure of Private Peering with ThousandEyes
        • RPKI
      • API Tests
        • Using the API Test Step Builder
      • Templates
        • User-defined Templates
      • Recommendations
        • Associated Service Recommendations
        • AWS Test Recommendations
      • ThousandEyes Metrics: What Do Your Results Mean?
      • Sharing Test Data
      • Working with Test Settings
      • Scheduled Versus Instant Tests
      • Working with Instant Tests
      • Working with Labels for Agent and Test Groups
      • Multi-Service Views
      • Identifying Traffic from ThousandEyes Agents
      • Excluding ThousandEyes Agents from Google Analytics
    • Internet and WAN Monitoring
      • Path Visualization
        • How Path Trace Works
        • MPLS Tunnel Inference Using Deep Path Analysis
        • Troubleshooting
          • Reasons for Missing Information on the Visualization View
          • Virtual Machine with NAT Breaks Path Visualization
          • Cisco ASA Breaks Path Visualization
          • Path Visualization: Edge Firewall Incorrectly Shows a Single Hop to the Destination
          • Network Overview Shows Packet Loss That Does Not Appear in Path Visualization
      • Views
        • Using the Network Overview
        • Using the FTP Server View
        • Using the HTTP Server View
        • Using the DNS Server View
        • Using the DNS Domain Trace View
        • Using the DNSSEC Trace View
        • Using the API Test Views
      • Troubleshooting
        • CLI Network Troubleshooting Utilities
        • HTTP Server Test Fails with SSL Error
        • HTTP Server Test Fails with SSL Error: OpenSSL SSL_connect: SSL_ERROR_SYSCALL
        • HTTP Server Test Error "dh Key Too Small"
    • Browser Synthetics
      • Browser Synthetics Test Types
      • Browser Synthetics Disambiguation
      • Test Settings for Page Load and Transaction Tests
      • Navigating Waterfall Charts for Page Load and Transaction Tests
      • Using Round Robin Test Scheduling
      • What Information Is Transmitted in a Page Load or Transaction Test?
      • Transaction Test SSO Support
        • Implementing SSO in Transaction Scripts
        • Caveats for NTLM/Kerberos Authentication
        • TOTP Examples for SSO
      • Page Load Tests
        • When to Use a Page Load Test
        • Creating a Page Load Test
        • Using the Page Load View
        • How to Generate a HAR File
        • Migrating to Single Interval for Page Load Tests
        • Creating a Page Load Test that Uses SSO
      • Transaction Tests
        • Getting Started With Transaction Tests
          • When to Use a Transaction Test
          • Transaction Tests Compared With Other Test Types
          • ThousandEyes Recorder
          • ThousandEyes Recorder Permissions
          • Working With Web Development Tools
          • Working With Secure Credentials
          • Transaction Test Table Tab View
          • Transaction Metrics on Alerts and Dashboards
          • Screenshots in Transaction Test Views
        • Transaction Test Development Guide
          • Creating Robust Transaction Scripts
            • Optimizing and Troubleshooting Transaction Scripts
            • Transaction Scripting Tips and Tricks
          • Transactions – Executing Custom JavaScript Code
        • Use Cases | Code Examples
          • Uploading or Downloading Files in a Script
            • Transaction Scripting Examples for File Downloads
          • Include API Calls in a Transaction Test
            • Using the node-fetch module
            • Using the net module
            • Using the tls module
        • Transaction Scripting Reference
      • Dual Chromium Option
        • Why Are Regular Chromium Upgrades Needed?
        • Configuring Dual Chromium
        • Working With Dual Chromium
        • Chromium Update History
        • Chromium Upgrade Known Issues
    • Endpoint Experience
      • Test Settings
        • Monitoring an Application using Synthetic Tests
        • Configuration Options for Synthetic Tests
        • Managing Synthetic Tests
        • Real User Tests
      • Viewing Data
        • Endpoint Agent Scheduled Tests View
        • Endpoint Agent Real User Tests View
        • Endpoint Agent Local Networks View
        • Endpoint Agent Dynamic Tests View
        • Endpoint Agent Views
        • Endpoint Views Reference
      • Troubleshooting
        • Step-by-Step Guide to Troubleshooting Endpoint Agent Problems
        • Troubleshooting Endpoint Agent Issues
    • Connected Devices
      • Connected Devices Tests
        • Routing
          • Traceroute
        • Network
          • Speed Tests
          • Latency, Loss, Disconnections, and Jitter Tests
          • Responsiveness (Latency under Load) Tests
        • DNS
          • DNS Resolution Tests
        • Web
          • Web Browsing Lite Tests
          • Generic Streaming (HLS/DASH) Tests
        • Voice
        • Dynamic Application Test Suites
          • Gameplay Test Suite
          • Video Conferencing Test Suite
          • Social Media Test Suite
          • Game Store Test Suite
          • Video Streaming Test Suite
            • Netflix Streaming Tests
            • YouTube Streaming Tests
            • BBC iPlayer Streaming Tests
          • Content Delivery Network (CDN) Test Suite
        • Local Network Information
          • Data Usage
      • Test Management
        • Test Triggers
          • Scheduled Tests
          • Instant Tests
        • Testing Thresholds
        • Test Targets
          • Test Server Methodology
        • Automatic Test Configuration Retrieval
      • Device Agents
        • Router Agents
          • Router Agent Device Support
        • Connected Devices Agent Release Versions
      • Usage Guides
        • Viewing Charts
        • Configuring Charts
        • Using Maps
        • Exporting Data
        • Importing Metadata
        • Managing Metadata
        • Creating Reports
        • Viewing Agents
        • Using Test Schedules
        • Accessing Your APIs
        • Using ConstantCare
      • Cisco Real Speed
    • Cloud Insights
      • Integrations
      • Views
      • Settings
    • WAN Insights
      • WAN Insights Quick Start
        • How to Activate ThousandEyes WAN Insights
        • WAN Insights Introductory Tour, Part 1
        • WAN Insights Introductory Tour, Part 2
        • WAN Insights Introductory Tour, Part 3
      • Introducing WAN Insights
        • What Is WAN Insights?
        • WAN Insights Value-Add
        • Why Use WAN Insights?
        • Using WAN Insights Together With ThousandEyes Network Assurance
        • Using WAN Insights Together with vAnalytics and vManage
        • WAN Insights Key Components
        • Enabling WAN Insights
        • Getting Support for WAN Insights
      • WAN Insights Terminology and Reference
      • WAN Insights Technical Overview
        • Application Categories
        • Sites, Routers, Paths, and Interfaces
        • Application Traffic Types
        • Estimating User Counts
        • Estimating Throughput
        • Capacity Planning
        • Understanding Quality
        • Life of a Recommendation
        • Understanding Recommendations
        • WAN Insights and ThousandEyes Alerts
      • WAN Insights User Interface
        • Logging In for the First Time
        • WAN Insights Screens and Workflows
        • Recommendations Screen
        • Recommendation Cards, Explained
        • Recommendation Details Modal
        • Endpoint-Pair Quality Comparison
        • Site Details Screen
        • Capacity Planning Screen
        • Capacity Detail Modal
        • Enter or Upload Bandwidth Data
      • Common Tasks
        • Adding Business-Critical Applications to WAN Insights
        • Email Notifications
        • Adding and Managing WAN Insights Users
        • Applying WAN Insights Recommendations
    • Internet Insights
      • Internet Insights Terminology
      • Limited Outage Map
      • Internet Insights Screens
        • Overview Screen
        • Internet Insights Service Views Screen
        • Application Outages
        • Network Outages
        • Catalog Settings Screen
      • Saving and Sharing from Internet Insights
      • Configuring Internet Insights
      • Provider Labels
      • Using Alerts and Dashboards With Internet Insights
        • My Affected Tests
        • Setting Up Alert Rules for Internet Insights
        • Using the Internet Insights Built-In Dashboard
    • Event Detection
    • Alerts
      • Creating and Editing Alert Rules
        • Global and Location Alert Conditions
        • Alert Rule Severity
        • Adaptive Alert Detection
        • Dynamic Baselines
        • Transport Layer Security (TLS) Alerts
        • Alert Rules for Devices
        • Alert Metrics Reference
      • Default Alert Rules
      • Viewing Alerts
      • Alert Clearing
        • Alert Suppression Windows
      • Alert Notifications
      • Standard Notification Methods
        • Alert Notifications via Email
        • Alert Notifications via SMS
        • Classic Webhooks for Alert Notifications
    • Dashboards
      • Using the Dashboard
      • Customizing Your Dashboard
      • Using the Dashboard Templates
      • Dashboard Widgets
      • Embedding Dashboard Widgets in External Web Sites
      • Excluding Periods of Data From a Dashboard
      • Dashboard Sharing and Snapshots
      • Dashboard Labels
      • Troubleshooting with Dashboard Drill Down
      • Tailoring Dashboards with Dashboard Filters
    • Device Layer
      • Discovering Device-Layer Devices
      • Device Discovery Results
      • Using the Device Layer View
    • Account Management
      • User Registration
        • SAML JIT Provisioning
        • ThousandEyes Support for SCIM
          • How to Configure SCIM with Azure Active Directory
          • How to Configure SCIM with Okta
      • Authorization
        • Role-Based Access Control
          • Role-Based Access, Explained
          • Built-In Roles and Permissions
        • Account Groups
          • What is an Account Group?
          • Working with Account Settings
          • Users in Multiple Organizations
          • Changing Ownership of a Test
          • Working with Time Zone Settings
        • OAuth 2.0 with ThousandEyes
          • Integrations with OAuth 2.0
        • Adding a Profile Image with Gravatar
      • Authentication
        • Logging In
        • How to Configure Single Sign-On
      • User Activity
        • Working with the Activity Log
        • ThousandEyes User Session Timeouts and Terminations
        • How Long is my Data Accessible via ThousandEyes?
        • Retaining Data Beyond the 90-Day Limit
        • Multi-Region Cloud Support
      • Usage-Based Billing
        • About Our Consumption Model
          • Device Agent Consumption Model
        • About Units
        • Test Type Layers and Units
        • Setting Quotas
        • Calculating Units
        • FAQs: Usage
      • Customer Security and Privacy Responsibilities
    • Integrations
      • Custom Webhooks
        • Using OAuth 2.0 Authentication for Your Custom Webhook
        • Webhook Variables
      • Custom Webhook Examples
        • Microsoft Teams for Alert Notifications
        • Cisco Webex for Alert Notifications
        • Google Chat for Alert Notifications
        • Event-Driven Ansible for Alert Notifications
        • Splunk Alert Notification
      • Custom-Built Integrations
        • PagerDuty for Alert Notifications
        • ServiceNow for Alert Notifications
          • Incident Management
        • Slack for Alert Notifications
        • AppDynamics for Alert Notifications
        • AppDynamics for Test Recommendations
        • AWS for Test Recommendations
        • AWS for Cloud Insights
          • AWS for Cloud Insights Using CLI
        • Meraki for Data Enrichment
        • Webex Control Hub Integration
        • Microsoft Teams Integration
        • ThousandEyes for OpenTelemetry
          • Configuring ThousandEyes for OpenTelemetry
            • Configuring ThousandEyes for OpenTelemetry Using the API
            • Configuring ThousandEyes for OpenTelemetry Using the UI
          • Configuring ThousandEyes for Splunk Cloud or Enterprise
            • Configuring ThousandEyes for Splunk Cloud or Enterprise using the API
            • Configuring ThousandEyes for Splunk Cloud or Enterprise using the UI
          • ThousandEyes for OpenTelemetry Data Model
            • ThousandEyes for OpenTelemetry Data Model v1
              • OpenTelemetry Collector Data v1 Example
            • ThousandEyes for OpenTelemetry Data Model v2
              • ThousandEyes for OpenTelemetry Data Model v2 - Metrics
                • OpenTelemetry Collector Data v2 Metrics Example
                • ThousandEyes for OpenTelemetry Data Model Metrics - Migration from v1 to v2
              • ThousandEyes for OpenTelemetry Data Model v2 - Traces
                • OpenTelemetry Collector Data v2 Traces Example
          • OpenTelemetry Collector Configuration
          • Automatic Disabling of Failing Streaming Integrations
        • Cisco ThousandEyes App for Splunk
          • Configuration
          • Inputs
          • Dashboards
          • Troubleshooting
    • Best-Practices Guides
      • Choosing the Right Test Protocol for Network & App Synthetics Tests
      • Optimizing SYN vs SACK Probing Methods to Avoid Unexplainable Packet Loss
      • Using Dashboards to Tell a Story
      • Best Practices for Implementing Account Groups
      • Monitoring Microsoft 365
      • Monitoring Microsoft Teams
      • Monitoring Salesforce
      • Monitoring Slack
      • Monitoring Webex Meetings with Endpoint Agents
      • Monitoring Webex Calling
      • Monitoring Webex Meetings with Cloud and Enterprise Agents
      • Monitoring Zoom
    • API
      • Create/Update/Delete Tests Using the ThousandEyes API
      • Obtaining a List of ThousandEyes Agent IP Addresses
      • Writing JSON to API Produces HTTP 406 Response Code
    • Privacy-Related
      • Authorized Subprocessors for ThousandEyes Network Intelligence Platform
    • Archived Documentation
      • Archived - Displaying and Alerting for Unit Consumption
      • Archived - Dependency Tree for ThousandEyes Enterprise Agent Software
      • Archived - Getting Started with ThousandEyes
      • Archived - Sending ThousandEyes Alerts to AppDynamics
      • Archived - ThousandEyes Infrastructure Changes
      • Archived - Using the Transactions (Classic) View
      • Archived - Transaction Test Migration Workflow
      • Archived - Instructions for Mitigating Meltdown and Spectre on Enterprise Agents
      • Archived - Bash (ShellShock) Security Notice
      • Archived - Endpoint Installation using Customized Installers
      • Archived - Configuring Endpoint Agent Setup
      • Archived - Creating Scheduled Tests on Endpoint Agents
      • Archived - Managing the Endpoint Agent
      • Archived - Enterprise Agent Installation on Juniper NFX Routers
      • Archived - Installing and Removing ThousandEyes X Virtual Framebuffer on Enterprise Agents
      • Archived - Permitted Content Types for Page Load Tests
  • Archived Release Notes
    • 2024
      • Release Notes: January 2024
      • Release Notes: February 2024
      • Release Notes: March 2024
      • Release Notes: April 2024
      • Release Notes: May 2024
      • Release Notes: June 2024
      • Release Notes: July 2024
      • Release Notes: August 2024
    • 2023
      • Release Notes: January 2023
      • Release Notes: February 2023
      • Release Notes: March 2023
      • Release Notes: April 2023
      • Release Notes: May 2023
      • Release Notes: June 2023
      • Release Notes: July 2023
      • Release Notes: August 2023
      • Release Notes: September 2023
      • Release Notes: October 2023
      • Release Notes: November 2023
      • Release Notes: December 2023
    • 2022
      • Release Notes: January 2022
      • Release Notes: February 2022
      • Release Notes: March 2022
      • Release Notes: April 2022
      • Release Notes: May 2022
      • Release Notes: June 2022
      • Release Notes: July 2022
      • Release Notes: August 2022
      • Release Notes: September 2022
      • Release Notes: October 2022
      • Release Notes: November 2022
      • Release Notes: December 2022
    • 2021
      • Release Notes: January 2021
      • Release Notes: February 2021
      • Release Notes: March 2021
      • Release Notes: April 2021
      • Release Notes: May 2021
      • Release Notes: June 2021
      • Release Notes: July 2021
      • Release Notes: August 2021
      • Release Notes: September 2021
      • Release Notes: October 2021
      • Release Notes: November 2021
      • Release Notes: December 2021
    • 2020
      • Release Notes: January 2020
      • Release Notes: February 2020
      • Release Notes: March 2020
      • Release Notes: April 2020
      • Release Notes: May 2020
      • Release Notes: June 2020
      • Release Notes: July 2020
      • Release Notes: August 2020
      • Release Notes: September 2020
      • Release Notes: October 2020
      • Release Notes: November 2020
      • Release Notes: December 2020
    • 2019
      • Release Notes: 2019-01-08
      • Release Notes: 2019-02-06
      • Release Notes: 2019-02-20
      • Release Notes: 2019-03-06
      • Release Notes: 2019-03-19
      • Release Notes: 2019-04-02
      • Release Notes: 2019-04-30
      • Release Notes: 2019-05-14
      • Release Notes: 2019-05-30
      • Release Notes: 2019-06-11
      • Release Notes: 2019-07-23
      • Release Notes: 2019-08-06
      • Release Notes: 2019-08-20
      • Release Notes: 2019-09-03
      • Release Notes: 2019-09-17
      • Release Notes: 2019-10-03
      • Release Notes: 2019-10-15
      • Release Notes: 2019-10-29
      • Release Notes: 2019-11-12
      • Release Notes: 2019-11-26
      • Release Notes: 2019-12-10
    • 2018
      • Release Notes: 2018-01-10
      • Release Notes: 2018-01-17
      • Release Notes: 2018-01-31
      • Release Notes: 2018-02-14
      • Release Notes: 2018-03-07
      • Release Notes: 2018-03-14
      • Release Notes: 2018-03-28
      • Release Notes: 2018-04-11
      • Release Notes: 2018-04-25
      • Release Notes: 2018-05-09
      • Release Notes: 2018-05-23
      • Release Notes: 2018-06-06
      • Release Notes: 2018-06-20
      • Release Notes: 2018-07-03
      • Release Notes: 2018-07-18
      • Release Notes: 2018-08-01
      • Release Notes: 2018-08-15
      • Release Notes: 2018-08-29
      • Release Notes: 2018-09-12
      • Release Notes: 2018-09-26
      • Release Notes: 2018-10-10
      • Release Notes: 2018-10-23
      • Release Notes: 2018-11-13
      • Release Notes: 2018-11-27
      • Release Notes: 2018-12-18
    • 2017
      • Release Notes: 2017-01-04
      • Release Notes: 2017-01-18
      • Release Notes: 2017-02-01
      • Release Notes: 2017-02-16
      • Release Notes: 2017-03-02
      • Release Notes: 2017-03-15
      • Release Notes: 2017-03-29
      • Release Notes: 2017-04-12
      • Release Notes: 2017-04-26
      • Release Notes: 2017-05-10
      • Release Notes: 2017-05-24
      • Release Notes: 2017-06-06
      • Release Notes: 2017-06-21
      • Release Notes: 2017-07-07
      • Release Notes: 2017-07-19
      • Release Notes: 2017-08-02
      • Release Notes: 2017-08-16
      • Release Notes: 2017-08-30
      • Release Notes: 2017-09-13
      • Release Notes: 2017-09-27
      • Release Notes: 2017-10-12
      • Release Notes: 2017-10-25
      • Release Notes: 2017-11-08
      • Release Notes: 2017-11-29
      • Release Notes: 2017-12-13
    • 2016
      • Release Notes: 2016-01-06
      • Release Notes: 2016-01-20
      • Release Notes: 2016-02-03
      • Release Notes: 2016-02-17
      • Release Notes: 2016-03-02
      • Release Notes: 2016-03-16
      • Release Notes: 2016-03-30
      • Release Notes: 2016-04-13
      • Release Notes: 2016-04-27
      • Release Notes: 2016-05-11
      • Release Notes: 2016-05-25
      • Release Notes: 2016-06-08
      • Release Notes: 2016-06-22
      • Release Notes: 2016-07-06
      • Release Notes: 2016-07-20
      • Release Notes: 2016-08-03
      • Release Notes: 2016-08-17
      • Release Notes: 2016-08-31
      • Release Notes: 2016-09-14
      • Release Notes: 2016-09-28
      • Release Notes: 2016-10-12
      • Release Notes: 2016-10-26
      • Release Notes: 2016-11-09
      • Release Notes: 2016-11-23
      • Release Notes: 2016-12-07
      • Release Notes: 2016-12-21
    • 2015
      • Release Notes: 2015-01-07
      • Release Notes: 2015-01-21
      • Release Notes: 2015-02-04
      • Release Notes: 2015-02-18
      • Release Notes: 2015-03-04
      • Release Notes: 2015-04-01
      • Release Notes: 2015-04-15
      • Release Notes: 2015-04-29
      • Release Notes: 2015-05-13
      • Release Notes: 2015-05-27
      • Release Notes: 2015-06-10
      • Release Notes: 2015-06-24
      • Release Notes: 2015-07-08
      • Release Notes: 2015-07-22
      • Release Notes: 2015-08-05
      • Release Notes: 2015-08-19
      • Release Notes: 2015-09-16
      • Release Notes: 2015-09-30
      • Release Notes: 2015-10-14
      • Release Notes: 2015-10-28
      • Release Notes: 2015-11-11
      • Release Notes: 2015-12-02
      • Release Notes: 2015-12-16
    • 2014
      • Release Notes: 2014-01-09
      • Release Notes: 2014-01-22
      • Release Notes: 2014-02-05
      • Release Notes: 2014-03-05
      • Release Notes: 2014-03-19
      • Release Notes: 2014-04-09
      • Release Notes: 2014-04-30
      • Release Notes: 2014-06-04
      • Release Notes: 2014-06-11
      • Release Notes: 2014-06-26
      • Release Notes: 2014-07-09
      • Release Notes: 2014-07-23
      • Release Notes: 2014-08-20
      • Release Notes: 2014-09-04
      • Release Notes: 2014-09-17
      • Release Notes: 2014-10-01
      • Release Notes: 2014-10-15
      • Release Notes: 2014-10-29
      • Release Notes: 2014-11-12
    • 2013
      • Release Notes: 2013-01-08
      • Release Notes: 2013-02-27
      • Release Notes: 2013-03-20
      • Release Notes: 2013-04-02
      • Release Notes: 2013-04-17
      • Release Notes: 2013-05-01
      • Release Notes: 2013-05-21
      • Release Notes: 2013-06-11
      • Release Notes: 2013-06-18
      • Release Notes: 2013-07-10
      • Release Notes: 2013-07-24
      • Release Notes: 2013-08-07
      • Release Notes: 2013-09-05
      • Release Notes: 2013-09-18
      • Release Notes: 2013-10-02
      • Release Notes: 2013-10-30
      • Release Notes: 2013-11-13
      • Release Notes: 2013-11-27
    • 2012
      • Release Notes: 2012-03-28
      • Release Notes: 2012-04-11
      • Release Notes: 2012-04-24
      • Release Notes: 2012-05-22
      • Release Notes: 2012-06-05
      • Release Notes: 2012-06-20
      • Release Notes: 2012-08-01
      • Release Notes: 2012-08-28
On this page
  • Step 1 of 6. Troubleshooting Endpoint Agent deployments and checkin problems
  • Step 2 of 6. Troubleshooting Endpoint Agent updates problems
  • Step 3 of 6. Troubleshooting Scheduled Tests problems
  • Step 4 of 6. Troubleshooting manual Browser Sessions recordings problems
  • Step 5 of 6. Troubleshooting Automatic Browser Sessions recordings problems
  • Step 6 of 6. Troubleshooting Overview and Views problems
  1. Product Documentation
  2. Endpoint Experience
  3. Troubleshooting

Step-by-Step Guide to Troubleshooting Endpoint Agent Problems

PreviousTroubleshootingNextTroubleshooting Endpoint Agent Issues

Last updated 1 month ago

Due to recent platform-wide naming, navigation, and URL changes in the product, you may notice some discrepancies between the product and the screenshots displayed in our technical documentation. The instructions and actual pages in the product are still valid and haven’t changed. Please bear with us as we update our screenshots to better match the in-product experience. See the full scope of changes on .

A prerequisite to Endpoint Agent troubleshooting is physical or remote access to the end-user machine and for some steps an un-restricted user account on the end-user machine.

To resolve any Endpoint Agent problem follow the path in the Endpoint Agent troubleshooting flow diagram below (see Figure 1.0). This document contains many links to make switching between the flow diagram, sections, diagrams and troubleshooting steps as easy as possible. The section directly below the flow diagram contains the page links to relevant Endpoint Agent troubleshooting steps. If the sequence in the flow diagram is followed in the correct order, most Endpoint Agent issues will be resolved. It is important not to skip questions, sections or the steps provided in this document. The green boxes contain a series of questions to capture an Endpoint Agent issue and the teal boxes informs you which troubleshooting steps you need to follow.

If you cannot find the information you are looking for in this Article check the "Reference Articles" section at the bottom of this page; it contains links to the Endpoint Agent frequently asked questions articles. Or contact the .

Figure-1.0

Step 1 of 6. Troubleshooting Endpoint Agent deployments and checkin problems

Endpoint Agents periodically check in every 10 minutes for configuration updates with ThousandEyes controller . If an Endpoint Agent switches networks, the agent checks in again. If the agent is not able to connect to the controller, the agent will not appear on the page (see Figure 1.1).

Figure-1.1

Troubleshooting Endpoint Agent deployments and checkin steps:

1.1. To check if an agent is checking in, head to the page and find the agent by name or use the filters to track down the agent (see Figure 1.1). If you have recently installed a new agent, wait 10 minutes for the agent to appear.

1.2. If the agent is not present on the page despite a successful software package installation, then re-installing the package is not the solution. Every time the Endpoint Agent package is removed and installed again a new ID is generated a new Endpoint Agent instance can be created, an Endpoint licence can be consumed and multiple Endpoint Agents with the same name may appear in the page which can create unnecessary administrative overhead.

1.3. If the deployment is working in one network but not on another, then it is most likely a problem with the end-user's deployment environment. Using the correct for your Operating System check no steps were missed during the installation process. The deployment guides contain information about how to set-up firewalls, VPNs, proxies and end-user machine permissions so the Endpoint Agent software operates correctly.

1.4. Check when the agent last checked in on the page (see Figure 1.1). If you know for certain the end-user system is online but the Endpoint Agent has not checked in for 10 minutes or more, check the Endpoint Agent services are running:

  • If you are using a Windows machines, check via the the “ThousandEyes Endpoint Agent” service is running (see Figure 1.2)

    Figure-1.2

  • If you are using a Mac OSX machine, check via a terminal application the “ThousandEyes Endpoint Agent” service is running (see Figure 1.3)

    Figure-1.3

  • Using the command-line application (e.g. iTerm for Mac OSX and CMD for Windows) on the end-user's machine check you get a response when you run the PING command to the ThousandEyes controller “c1.eb.thousandeyes.com” (see Figure 1.4)

    Figure-1.4

  • Check that the controller URL loads in the end-user's browser (see Figure 1.5)

    Figure-1.5

  • Try restarting the end-user's machine

Step 2 of 6. Troubleshooting Endpoint Agent updates problems

Troubleshooting Endpoint Agent update steps:

1.2. In order for package updates to work, the agent has to be able to check in regularly. Complete the steps in the "Troubleshooting Endpoint Agent Deployments and Checkin Problems" section.

1.3. If the Endpoint Agent has been manually installed and the environment does not allow for automatic updates, contact the organization's senior ThousandEyes system administrators to get the agent updated.

Step 3 of 6. Troubleshooting Scheduled Tests problems

Troubleshooting Scheduled Tests steps The following steps cover Scheduled Test and Agent Settings checks, end-user machine checks, environment devices such as proxy and firewall device checks and a brief note on Network Access data.

3.1. Ensure an agent Label has been created and contains active agent (see Figure 3.1).

3.2. Check the following:

  • The correct agent Label has been applied to the test

  • The correct proxy setting has been set (proxy settings applied here take precedence over system and agent proxy settings)

  • There are agent actively matching the agent Label

  • The test is enabled (see Figure 3.2)

3.3. If the test appears to be configured correctly, check you have not oversubscribed tests to the Endpoint Agents. An Endpoint Enterprise or Pulse Agent runs a maximum of 10 Scheduled Tests at a time. Check you have not oversubscribed an agent to tests; ensure the same agent has not been accidentally matched by several agent Labels matching conditions or the same label or multiple labels have not been applied to more tests than the Endpoint Agent is capable of running.

3.4. When a test is first configured it may take up to 10 minutes for test data to start appearing.

3.5. On the end-user machine check the Scheduled Test target is reachable from the end-user machine:

  • From the end-user's machine command-line application (iTerm on Mac OSX or CMD on Windows Operating Systems) check you get a response when you run the PING command to the Scheduled Test target (see Figure 3.3)

  • If the target is web-based check it will load from the end-user Web Browser (see Figure 3.4)

If you deployed Endpoint Pulse on a Windows machine, then Scheduled Tests will use the system level proxy setting. It is common the system level proxy is not set and be aware that changing the system proxy setting could affect other application traffic. Changing the system proxy setting on a Windows machine requires administrator privileges. If setting a system proxy is a problem the best approach is to deploy Endpoint Enterprise on the end-user machine. To check the Windows end-user machines system proxy settings using the example screenshots in (Figure 3.5) below and ensure you have administrator access prior to starting.

3.7. If the Endpoint Agent end-user is switching networks (such as between 2 different wireless networks in 2 different geographical locations), the services in each of those networks may prevent the scheduled tests from running. Double-check that the following access control devices or services in each location are not blocking access to the scheduled test target:

  • Firewalls

  • Proxies

  • VPNs

3.8. If Network Access layer data is not appearing during periods when Scheduled Tests are being run, ensure that you have configured a Monitored Network (see Figure 3.6).

3.9. In some circumstances, no data will be collected in a test round, and the message Agent has not collected data in this round will be seen when hovering over an Endpoint Agent, as shown in (Figure 3.7) below:

This may occur when:

  • The Endpoint Agent stops communicating with the ThousandEyes platform, either because the host is sleeping or is shutting down. The agent remains assigned to the scheduled test for one hour before being removed. During this time, the agent does not collect data, and the above message is observed, until either the agent comes back online, or is removed from the scheduled test. However, if the Endpoint Agent loses network connectivity or has an issue communicating with the ThousandEyes controller, the agent continues to run for one hour and caches the collected data for 24 hours.

  • The network connection being used by the Endpoint Agent is changed. In this case, data collection may be skipped for a test round while the agent refetches the assigned scheduled tests.

  • The Endpoint Agent experiences performance issues that cause test collection deadlines to be missed.

Step 4 of 6. Troubleshooting manual Browser Sessions recordings problems

To start a manual Browser Session recording: the end-user selects a browser tab to record from, clicks on the ThousandEyes Browser Sessions recorder extension icon in the end-user's browser (see figure 10) and then in the active tab the recording starts when the user loads a new web page or refreshes the current web page. The recording stops when the end-user activates another tab, after 30 seconds of inactivity or after 5 minutes of continuous recording. When a recording starts or stops: in Google Chrome, the browser extension icon status is updated, in the IE browser, a system notification is displayed. Browser Sessions data appears on the Endpoint Experience > Views page and is grouped together in 5 minute intervals. After a new Endpoint Agent installation Browser Sessions recordings may take up to 10 minutes to appear on the Views page but in most cases data appears within 60 seconds from when a recording is started.

Troubleshooting manual Browser Sessions recordings steps: For troubleshooting Google Chrome Browser Session recordings start at step 4.1.1 or if you are using IE start at section 4.2.1 Once you have worked through the browser specific troubleshooting steps, continue to step 4.3.1.

4.1.1.(Chrome) If you have access to the end-user machine, check the ThousandEyes Browser Sessions recorder extension icon appears in the end user's browser (see Figure 4.1).

4.1.2. (Chrome) If the ThousandEyes Browser Sessions recorder extension icon does not appear in the Chrome's toolbar, check that the extension is not hidden (see Figure 4.2).

4.2.1. (IE) If the ThousandEyes Browser Sessions recorder extension icon does not appear in the IE Command bar (see Figure 4.5), check that the Command bar is visible (see Figure 4.6).

4.3.2. If the browser extension appears to be working, the agent is checking in but no waterfall data appears on the Endpoint Experience > Views page try to restart the machine or browser.

Step 5 of 6. Troubleshooting Automatic Browser Sessions recordings problems

Automatic Browser Session recordings begin when a user browses to a configured target domain from a specified network. The automatic Browser Sessions configuration can be referred to as a “target domain and network set”.

Troubleshooting Automatic Browser Sessions recordings steps:

5.1. If you have not already done so, follow the steps in the previous section (see section 4) as it covers most problems that could occur when trying to perform automatic Browser Sessions recordings.

5.2. Check that the Monitored Network correctly matches the agent's network. The local Internet provider or Network Administrator should be able to provide you with the public network network address range your Endpoint Agents will use. If you are unsure what network your agent will be operating from, set a catch all Monitored Network e.g. 0.0.0.0/0 (see Figure 3.6 and Figure 5.1). Check that you have applied the correct domains in the Monitored Domain set. Hostnames are valid Monitored Domains.

5.4. Recordings can take up to 15 minutes to appear as agent check-ins run every 10 minutes and within agent application itself processes configuration updates run at 5 minute intervals.

Step 6 of 6. Troubleshooting Overview and Views problems

1.5. Check the Endpoint Agent is not disabled (see Figure 1.1). If the Endpoint Agent is disabled, try to enable it on the page. If you cannot enable an agent, check the Endpoint Agent licence usage on the Manage > Account Settings > Usage and Billing page and ensure the licences in your plan are not all used (see Figure 1.6). If all licences are used then free up a licence by disabling another Endpoint Agent back on the page (see Figure 1.1).

Figure-1.6

1.6. If the agent is now checking in, revert back to where you left off on the Endpoint Agent troubleshooting flow diagram to continue troubleshooting. If the agent is still not checking in, contact the for assistance.

It is important Endpoint Agents deployments are updated when new releases are made available as they contain product enhancements and may also include bugs fixes. We publish along with every release or you can subscribe to the regular . The Release Notes contain a summary of all new Endpoint Agent release changes. New Endpoint Agent packages are released by the ThousandEyes Engineering team every other Tuesday. Once the new Endpoint Agent package is released it is made available to organisations randomly over the following 5 day period immediately after a release. It is possible you'll receive the Release Notes before the update is made available to your organisation. The larger the Endpoint Agent deployment the longer it takes to fully deploy as deployments within an organisation are staggered. For large organisation please expect updates to be completed over a 2-3 day period after your first agent has updated. Endpoint Agents continually check every 3-4 hours for version updates and provided the download from thousandeyes.com domain is not being blocked no user intervention should be required for agent to update themselves.

1.1. Check whether the Endpoint Agent is running the latest package release by heading over to the page. If a warning sign appears next to any Endpoint Agent, the agent is not up-to-date (see Figure 1.1). In the agent table, agent row on the page there is a column displaying what version the agent is actively running (see Figure 1.1).

1.4. If, after you have followed the previous steps, the agent has updated, return to where you left off on the Endpoint Agent troubleshooting flow diagram to continue troubleshooting. If the Endpoint Agent did not update, contact the for assistance.

Scheduled Tests are configured to run at set intervals and run in the background on the agent's end-user machine. Scheduled Tests are assigned to agents according to the agent label matching criteria. During Scheduled Test runs, Network Access layer probes also run. At this stage of troubleshooting, ThousandEyes users and administrators may decide to refresh their knowledge on Scheduled Test configuration and operations using the article.

Figure-3.1

Figure-3.2

Figure-3.3

Figure-3.4

3.6. If the end-user is behind a proxy and the agent type is Endpoint Enterprise, Scheduled Tests by default detect and use the end-user's proxy settings. Endpoint Agent Scheduled Tests do not support HTTPS proxies. However, most HTTPS proxies support clients connecting via HTTP (see section "Proxying HTTPS Requests" in our blog post about "" for details on how HTTP and HTTPS proxies work). You may want to check the full details on Endpoint Enterprise proxy configuration in .

Figure-3.5

Figure-3.5.1

Figure-3.5.2

Figure-3.6

Figure-3.7

3.10. If, after you have followed the previous steps, the scheduled test is still not working, contact the for further assistance.

Figure-4.1

Figure-4.2

4.1.3. (Chrome) To check if the browser extension is installed, type the special URL “chrome://extensions” in Chrome’s search bar and look for the ThousandEyes Endpoint Agent extension package (see Figure 4.3). If the extension is not installed, you can perform a manual installation by opening this link to the on the end-user machine or follow the full installation in our article .

Figure-4.3

4.1.4. (Chrome) If the browser extension icon is covered with a small covering red warning sign (see Figure 4.4), click the icon and the Repair button to resolve the issue. If the repair is unsuccessful restart the browser. Also ensure that you covered everything in sections 1 and 2 of the troubleshooting process; then try running the repair again. If the alert status persists, contact the for further assistance. If the extension alert status has been fixed, continue to work through the non-browser specific troubleshooting steps as step 4.3.1.

Figure-4.4

Figure-4.5

Figure-4.6

4.2.2. (IE) Check that the IE Add-on is enabled (see Figure 4.7). If the Add-on does not appear in IE Add-ons after following all the previous steps and the main installation package completed successfully, contact the for further assistance.

Figure-4.7

4.3.1. Check the Endpoint Agent's browser extension status by navigating to the page (see Figure 4.8). On the page Endpoints deployed on a Mac OSX platform show an Apple Logo next to the them and Windows Endpoint deployments show a Windows logo next to them. All Endpoint Agent Windows platforms with Internet Explorer installed show the Internet Explorer logo and Endpoint platforms with Google Chrome installed should show the Chrome icon. A green dot over any browser extension icon in the page means the extension is installed and working. The browser logo and icon status can take up to 10 minutes to appear and switch from amber to green status.

Figure-4.8

4.3.3. If after following the previous steps the Browser Sessions recordings are now working then revert back to where you left off on the Endpoint Agent troubleshooting flow diagram for the next troubleshooting steps. If the Browser Sessions recordings are still not working, contact the for assistance.

Figure-5.1

5.4. If after following the previous steps the automatic Browser Sessions recordings are working then revert back to where you left off on the Endpoint Agent troubleshooting flow diagram for the next troubleshooting step. If the automatic Browser Sessions recordings are still not working, contact the for assistance.

This section is work in progress and will be added to shortly. If you spot any anomalies in the test data, contact the for further assistance.

Agent Settings
Agent Settings
Customer Engineering Team
Release Notes in the Customer Engineering Centre
Release Notes via email
Agent Settings
Agent Settings
Customer Engineering Team
Scheduled Tests
Measuring Performance with HTTP Proxies
Endpoint Agent proxy configuration for Scheduled Tests
Customer Engineering Team
Chrome web store
Installing the Endpoint Agent for Mac OS X
Customer Engineering Team
Customer Engineering Team
Agent Settings
Agent Settings
Agent Settings
Customer Engineering Team
Customer Engineering Team
Customer Engineering Team
Naming and Navigation Menu changes - Summary List
Customer Engineering Team
https://c1.eb.thousandeyes.com
Agent Settings
Endpoint Agent > Agent Settings
Agent Settings
Agent Settings
Endpoint Agent deployment guide article
Agent Settings
Services Control Manager
https://c1.eb.thousandeyes.com