Use cases solved with User diagnostics portal
Troubleshoot commonly faced issues with the user diagnostics portal.
1. Debug low or zero bytes for a file-share client-access tunnel application.
If you are using a client-access tunnel application for file sharing, you should see a large value for bytes in/out when there is data transfer from/to the application. If you notice a low byte in/out count in the User to Cloud Zone network segment, it indicates a problem. If you notice a zero byte in/out count in the User to Cloud Zone network segment, the application might be down. See if the application works natively. If so contact support.
Debug high latency for accessing an application when the connector is in a geographically distant location.
If you observe that the latency for accessing an application is too high, you want to check the geo location of the connector and select a location close to the cloud zone of the origin server. Click the Configure Cloud Zone in the User to Cloud Zone network segment, update the Akamai Cloud Zone in the Location section of your application's general settings, which is closest to the application, and deploy the application. This should reduce the latency.
1. The time-slider in the network section aggregates the errors over the time period and status indicator color can be mis-leading.
Let's say, you have an application with an ACL failure happening at 2:30 PM, before the violation time you will see the status is Green:
At the time of the violation, you will see the status as Red:
After the violation is fixed by the Admin and the issue is resolved, you will see the errors aggregated over the time period. Since aggregation is averaging over the time period and there was an ACL error before, it is still averaged. Therefore the color might be misleading. This causes the status to be yellow:
2. For access-applications (web, VNC, RDP, SSH) or classic apps, when the logs are extracted and shown in the access section, EAA does not have the identity provider (IdP) details. Therefore we show all the classic apps, although you might see fewer applications displayed on the IdP card.