New User FAQ

This Frequently Asked Questions document is meant to help answer general questions about the ThousandEyes platform and how to access it. Most answers are linked to other articles within the ThousandEyes documentation. If this article answers one of your questions, we encourage you to peruse other questions here to further your introduction.

What Is ThousandEyes?

  • ThousandEyes is a SaaS platform that allows you to run various tests to a target using various agents. Tests track metrics that can be monitored using customizable alert rules. You can set up notifications for these alert rules using email or other forms of communication.

  • The ThousandEyes platform monitors DNS resolution, browser response characteristics, detailed aspects of network pathing and connectivity, the status of network routing, and VoIP streaming connection quality.

  • Information about these different aspects of a network are portrayed in test results constructed from data collected by custom servers referred to as ThousandEyes agents. The agents examine a test target using methods developed by ThousandEyes which can be run as one-time only statistics or sampled over multiple intervals specified in customizable test configurations.

  • The data that these tests collect can be reported to a dashboard or in other forms to provide a comprehensive umbrella of intelligence about various areas of hybrid cloud and private networks. Network paths are represented in a path visualization that maps the route of your traffic. This map gives you detail analogous to a street view on a physical map and describes the characteristics of the nodes on each path.

How Do I Use ThousandEyes?

How Do I Reset My Password?

In the event your login password needs to be reset, do the following:

  1. Click the password-reset link on

  2. Select Forget password?.

    An email message is sent to the email address you used to log in to the platform. Its subject line is "Password Reset".

    In some instances, this email may go to your spam folder, so look for it there if it does not appear to be sent before contacting Support.

    You may request a password reset email once per 24-hour period. The links in these emails are valid for 48 hours.

I Haven't Received the Password Reset Email

Before checking with, you may be able to find the password reset email in your spam folder. Look for an email with the subject header "Password Reset". For more assistance, contact ThousandEyes Support.

If you are not listed in the platform, you may need to contact your ThousandEyes Account Admin and have them re-add your account. Otherwise, contact

How Do I Delete My Trial Account?

To delete your account:

  1. Log in to the ThousandEyes platform.

  2. Under the Organization Deletion section, click Delete.

Can User Logins Be Restricted to Use SSO Only?

Account users with the proper permissions can require users to log in via single sign-on or the ThousandEyes login page. To explore these options, do the following:

  1. Go to Account Settings > Users and Roles > Roles.

  2. Filter the list of permissions by entering "login" in the search box.

For detailed information about role-based access control, see Role-Based Access Control.

How Many Users Can I Create?

There is no limit on the number of unique users a customer can add to their account, either within an organization or within an account group.

When I Log In, I See "Cannot Log In Interactively"

This message means that your user profile does not have permissions to log in interactively with email and password. You will need to log in from the ThousandEyes SSO login page at

You can also add the Login via ThousandEyes login page permission to your user to log in interactively.

Why Can’t I Create a Test?

Certain users have permissions to use parts of the platforms. There are cases where users are given access to the platform to run a test prepared by an administrative-level user. To have your permissions and role reviewed, contact the administrator of your ThousandEyes account.

To learn more about roles and permissions in the ThousandEyes platform, see Role-Based Access Control.

There Are Restrictions on Using Cloud Agents Outside My Network. How Do I Get a List of IP Addresses?

You may need the IP addresses of ThousandEyes agents in order to construct firewall rules or similar filters. The ThousandEyes API provides the IP addresses of both Cloud Agents assigned to your organization and Enterprise Agents assigned to your account group. To query the ThousandEyes API use wget, cURL, a programming language which supports using RESTful APIs, or through a RESTful API client, such as Postman. For more information about the API:

Where Can I Get an Account Group Token?

The account group token is used to establish a unique connection with your Enterprise Agent and any specific account groups that a specific account user has on the ThousandEyes platform. To learn more, see Where Can I Get the Account Group Token?.

How Do I Create My Own Agent?

You can deploy your own agent on hosts that you control. Go to Cloud & Enterprise Agents > Agent Settings and click Add New Enterprise Agent.

Each package type has its own corresponding installation steps, listed under an "Installation Guide" or listed as scripted commands. Three package type deployments that can get you started quickly are Appliance, Linux Package or Docker. The three links below describe each of these in detail:

How Do I Deploy an Enterprise Agent Behind a Firewall?

When you set up an Enterprise Agent behind a firewall, there is additional configuration that needs to be done. Firewall rules must be set up to allow the agents to transmit and receive data with the ThousandEyes platform. Agents communicate with the platform using specific ports, so these must be allowlisted on the firewall. For more information, see the following articles:

How Do I Recover a Deleted Test?

A deleted test can be recovered within 14 days. To recover a deleted test:

  1. Go to Cloud & Enterprise Agents > Test Settings > Tests.

  2. Above the list of tests, next to the trash-can icon, click the link that lists the number of deleted tests.

  3. In the Deleted tests dialog, click Recover for the test you want to restore.

Why Can't I Change a Test's Target After I Create the Test?

The target of an existing test cannot be edited, in order to preserve the data that is collected for each distinct target. If a test target were editable, this would put two separate data sets into a single result. An older result for a different target would be placed alongside data that is intrinsically unrelated. Doing this would affect the integrity of any historical test results because the objects being tested don't match exactly. Different targets yield different results so they are kept separate with that intention in mind.

After a test is created, any part of the configuration can be edited except the test target.

To edit a test's target, you can instead duplicate it, edit the target of the duplicate, and save the duplicate.

For more information, see Working with Test Settings.

Last updated