Gemi Kulangara

How to approach troubleshooting a problem / issue with Akamai products / services

Blog Post created by Gemi Kulangara Employee on Nov 11, 2014

Troubleshooting a problem is a 3 step process:

Screen Shot 2014-11-12 at 8.11.24 am.png

Categories of Information gathering:


  1. Type of problem – The type of a problem is classified as wrong behaviour, performance or quality issue, and no content being served
  2. Scope – The scope of a problem can be widespread or local.
  3. Server – The IP address of the Akamai Edge server that serves the content
  4. Connectivity - between end users and Edge servers and Edge servers and origin
  5. Frequency of the problem – that indicates the number of occurrences of the problem in a specified time.



Once information has been gathered, the next step is to verify the scope of the problem that has occurred. This can be done by implementing the following steps.

  1. Check if the issue is replicable locally.
  2. Confirm if the website is served through Akamai.
  3. Check the response headers to find if there is a difference between origin and Akamai edge server.
  4. Determine the scope of the issue – local/widespread and frequency


Once information has been gathered, the next step is to define and then verify the scope of the problem using troubleshooting tools

Akamai provides various diagnostic troubleshooting tools via the Luna Control Centre. To access these tools, click the Resolve tab available on every page on the Luna Control Center and then select the Diagnostic Tools link.

More on troubleshooting can be found in the attached presentation file.