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ThousandEyes Frequently Asked Questions

ciscomoderator
Community Manager
Community Manager

‎05-30-2023 02:28 PM - edited ‎05-30-2023 02:31 PM

 

 

New User/Day One

1. How do I access the ThousandEyes Portal?

Depending on how your account is set up, one of these links should work. 

https://app.thousandeyes.com/login

https://app.thousandeyes.com/login/sso

If neither of those work, you’ll l have to get in touch with the ThousandEyes Customer Engineering team.

2. Why can’t I login in with the registration link?

The registration link is single use.  Try one of these links:

https://app.thousandeyes.com/login or

https://app.thousandeyes.com/login/sso

If those fail, you can always try resetting your password, but it only works once a day:  https://app.thousandeyes.com/password-reset.

If nothing else works, get in touch with the customer engineering team.

3. I need help with root access or pseudo password requests.

We do not give out the passwords to our agents.  However, we do have a pseudo setup to allow some basic maintenance commands to be executed.  We can join you on a Webex call to run commands that do not substantially change your agent. 

NOTE: Changes which require unlocking the Virtual Appliance will not be supported by ThousandEyes. A Virtual Appliance which becomes inaccessible, unstable, or otherwise unusable after such changes will require reinstallation of the Virtual Appliance.

 https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/managing/unlocking-the-thousandeyes-appliance

 

Account Management and User Access

1. How can I reset my password?

To reset your password, use this link: https://app.thousandeyes.com/password-reset

If you get a message that the account is locked, you’ll have to speak to someone on the customer engineering team to help with the reset.

2. How can I organize and manage account groups in my organization?

Here’s where you can find out all about account groups and how to manage them.  https://docs.thousandeyes.com/product-documentation/user-management/account-groups/what-is-an-account-group

3. I need some help finding the Account Group Token.

Instructions on how to access your Account Group Token can be found in this document:

https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/where-can-i-get-the-account-group-token

Note: if you update or regenerate the Account Group Token, all agents will go offline until they have been reset with the new token.

4. How do I delete users from my account?

You can delete users by clicking on the trashcan in the user’s tab under account settings. 

5. How do I add/define new users and assign them the right roles?

You can add users and update their roles through "Account Settings" > "Users and Roles" Tab.  https://docs.thousandeyes.com/product-documentation/user-management/rbac/working-with-account-settings#users-tab

You might find this page on adding and modifying users helpful:

https://docs.thousandeyes.com/product-documentation/user-management/working-with-account-settings#users-tab

And here’s a page that explains role-based access:  https://docs.thousandeyes.com/product-documentation/user-management/role-based-access-control-explained

 

6. Why does an account with single sign-on (SSO) require a local password configuration?

All the users registered in the ThousandEyes portal require a local password.  It’s so the system doesn’t break when a user’s changed from a role that only lets SSO logins to one that also allows local credentials to be used.

All three provided roles allow both SSO and local logins.

https://docs.thousandeyes.com/product-documentation/user-management/rbac/role-based-access-control-explained#default-built-in-roles 

 

7. What are the limits on the number of users I can add to my account?

There aren’t any limits for the number of users in an organization.

 

8. How can I view user activity and download my Activity Log?

The user activity on your account can be found in the Activity Log under "Account Settings" > "Activity Log"

https://docs.thousandeyes.com/product-documentation/user-management/rbac/working-with-account-settings#activity-log

The Activity Log can be downloaded by clicking the button 'Download' on the top right side of the page.

It can also be pulled by API, please refer to:

https://developer.thousandeyes.com/v6/admin/#/audit_user_events_search

 

9. Why isn’t Internet Insights available in my trial account?

Internet Insights isn’t available with trial accounts.  You can request a demonstration with the  “Schedule a Demo”  or “Schedule Meeting” button on the ThousandEyes homepage. https://www.thousandeyes.com/request-demo/

 

Platform Overview

1. Where can I find an overview of the ThousandEyes Platform and its capabilities?

There are a couple of ways to get an overview. 

 

2. How can I work with and customize ThousandEyes Dashboards? How do I share live dashboard data with others?

Here are a couple of links for working with and customizing your dashboard:

 

3. Can I embed dashboard widgets in external websites?

Yes, you can embed widgets in external websites.  Check it out here:

 

ThousandEyes Agents

1. What are the IP addresses of the Cloud Agents?

Our Cloud Agent IP addresses can be listed two ways.

  1. You can obtain a list of ThousandEyes Agent IP Addresses with the te-iplist utility script.  https://docs.thousandeyes.com/product-documentation/thousandeyes-basics/obtaining-a-list-of-thousandeyes-agent-ip-addresses-with-te-iplist
  2. Or use the API:  https://docs.thousandeyes.com/product-documentation/api/obtaining-a-list-of-thousandeyes-agent-ip-addresses

2. The Endpoint Agent Tab seems to be missing.

When an organization has run out of (zero) endpoint agent licenses, the Endpoint Agent menu option is suppressed.

https://docs.thousandeyes.com/product-documentation/global-vantage-points/endpoint-agents/getting-started-with-endpoint-agent#endpoint-agent-licensing

 

3. Can you guide me on how to create a cluster? How do I add agents to a cluster?

Instructions on working with Enterprise Agent Clusters can be found in the link here: https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/managing/working-with-enterprise-agent-clusters

 

4. My cloned ThousandEyes Virtual Appliance is being recognized as the original agent. Why is this happening?

An Enterprise Agent may need to be reset if it was cloned from an existing Agent, or if the Account Group Token needs to be updated.  https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/managing/resetting-an-enterprise-agent

 

5. How do I download or install an Enterprise Agent?

Enterprise Agent images for different package deployments can be downloaded from within the ThousandEyes Portal at "Cloud & Enterprise Agents" > "Agent Settings", "Enterprise Agents" tab, "Agents" tab, "Add New Enterprise Agent" button.

As a shortcut when you are logged in, this link will take you to all the package types and images available for our VM deployments. https://app.thousandeyes.com/settings/agents/enterprise/?section=agents&add-agent

Specific instructions for the type of install you wish to do can be found at https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing

6. Is the ThousandEyes Enterprise Agents Docker Container exclusively for the x86 platform?


Currently, we only offer Enterprise Agents via Docker on x86 and Cisco platforms. Here are the installation instructions:

 

7. I'm getting an error: "This machine's operating system is unsupported by ThousandEyes" Can you help? What operating systems are supported?

While we would like to be able to support every operating system and every version, security and resource issues require us to focus on a limited number of Operating Systems and Versions. 

Details about currently supported Operating Systems and system requirements can be at: https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/supported-enterprise-agent-operating-systems

https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/enterprise-agent-hardware-requirements

8. What are the firewall requirements for an Enterprise Agent?

Details about the access needed for our various types of Enterprise Agents can be found at: https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/configuring/firewall-configuration-for-enterprise-agents

 Additional access required by Endpoint Agents can be found here: https://docs.thousandeyes.com/product-documentation/global-vantage-points/endpoint-agents/installing/system-requirements#network-connections

9. How can I reset the password or reset the GUI password of the agent?

When a reset of the password on a Virtual Appliances needs to be reset, this can be done from the management console following our guidelines here: https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/configuring/password-reset-on-the-virtual-appliance

 

10. Does ThousandEyes provide support for AWS, Azure, and GCP agents?

For AWS we support IaaS: https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/iaas-enterprise-agent-deployment-amazon-aws

Currently we don't support deploying in Azure or GCP natively, but agents can still be deployed in those clouds as long as requirements are met: https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/supported-enterprise-agent-operating-systems

11. I'm looking for a way to install ThousandEyes on my Windows machine. How can I install the TCP driver for the endpoint agent?

You can find information on enabling TCP support for Windows please see this article: https://docs.thousandeyes.com/product-documentation/global-vantage-points/endpoint-agents/installing/endpoint-agent-installation-reference#tcp-support-for-windows

12. Why does the Endpoint Agent Pulse update automatically?

With the Endpoint agents there are a couple reasons we don't turn off auto updates:

  1. Interactions with the ThousandEyes platform enables the display of data. Security and Release updates are pushed out during contact and are necessary to keep performance up to date.
  2. If you do have trouble with updates, this article can provide details on the troubleshooting steps: https://docs.thousandeyes.com/product-documentation/endpoint-agent/step-by-step-guide-to-troubleshooting-endpoint-agent-problems#step-2-of-6-troubleshooting-endpoint-agent-updates-problems

13. Can endpoint agents be installed on a Linux platform?

Endpoint Agents are only supported on Windows and Mac currently. The following system requirements shows which OS's we support for Endpoint Agent installation:  https://docs.thousandeyes.com/product-documentation/global-vantage-points/endpoint-agents/installing/system-requirements

 For Linux, an Enterprise Agent can be installed. See this page for OS requirements:  https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/supported-enterprise-agent-operating-systems

14. How can I add a browser extension?

Endpoint Agent Browser Extensions can be added using these instructions: https://docs.thousandeyes.com/product-documentation/global-vantage-points/endpoint-agents/installing/install-the-browser-extension

15. How can I configure a Cat9k device?

We have detailed the installations for how to install an Enterprise Agent on a Cisco Catalyst 9000 series switch in the link below: https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/docker-agent-installation-for-cisco-catalyst-9000-series-switches

16. Can you guide me on how to deploy an OVA into VMWARE?

Here's a video tutorial on how to download and install an OVA based Enterprise Agent: https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/enterprise-agent-deployment-using-thousandeyes-virtual-appliance-ova

More helpful information: https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/how-to-set-up-the-virtual-appliance

17. Do you have instructions for command-line installation on a Raspberry Pi device?

Currently we only support image-based Enterprise Agent installation on Raspberry Pi 4B.  https://docs.thousandeyes.com/product-documentation/global-vantage-points/enterprise-agents/installing/installing-an-enterprise-agent-on-raspberry-pi

If during installation and configuration DHCP is set, the new Raspberry Pi-based Enterprise Agent will be plug-and-play.

 

Testing

1. How can I monitor UDP traffic using ThousandEyes software?

Only our Cloud and Enterprise based Agent to Agent tests provide UDP tests. https://docs.thousandeyes.com/product-documentation/internet-and-wan-monitoring/tests/network-tests/agent-to-agent-test-overview

2. I need help understanding Path Visualization.

How to work with our Path Visualization view: https://docs.thousandeyes.com/product-documentation/getting-started/getting-started-with-path-visualization

If you would more details on how we gather Path Visualization data. this might be helpful: https://docs.thousandeyes.com/product-documentation/advanced-troubleshooting/network-tests-explained#path-visualization

3. Is there a tutorial video for creating tests?

Here is a video tutorial on creating Enterprise tests:


 

4. How can I create DNS tests?

Here is a video demo: https://www.thousandeyes.com/resources/dns-tests-tutorial

DNS Testing can be run using our DNS Server, DNS Trace and DNSSEC tests https://docs.thousandeyes.com/product-documentation/tests/guide-to-thousandeyes-test-types#dns-layer.

ThousandEyes tests will also show other layers of testing and include those options in the Advanced Settings.  Get more details on test settings at https://docs.thousandeyes.com/product-documentation/tests/working-with-test-settings#dns-layer-tests

In advanced settings, network testing options are available to ascertain those metrics.  So, when you run a DNS Server test, you are also running a Network Test.  Network tests explained: https://docs.thousandeyes.com/product-documentation/advanced-troubleshooting/network-tests-explained

5. Can I move my tests to a different owner/account/organization?

The ownership of a test can be changed using the following process: https://docs.thousandeyes.com/product-documentation/tests/changing-ownership-of-a-test

6. How do I copy or modify a test and change the target server?

Both Enterprise and Endpoint tests can be duplicated and modified.

Enterprise Agents https://docs.thousandeyes.com/product-documentation/internet-and-wan-monitoring/tests/working-with-test-settings#with-tests-configure

Note: If you change the duplicated Enterprise test's type, all configured test settings will be cleared.

Endpoint Agents:  https://docs.thousandeyes.com/product-documentation/global-vantage-points/endpoint-agents/configuring/configure-scheduled-tests#duplicate-an-existing-test

7. How do I create Snapshots of the tests to share?

Test Snapshots can be created and shared using the instructions in the link below:

https://docs.thousandeyes.com/product-documentation/tests/sharing-test-data#creating-and-deleting-live-shares

8. How can I monitor the reachability of a website?

You can monitor reachability with our Cloud and Enterprise Agents using an HTTP server test or with a scheduled test on an endpoint agent.

9. How can I calculate the actual cost of a given test at different intervals? Explain how unit consumption works.

ThousandEyes uses usage-based billing so that their customers have more flexibility in test deployment.  Each test consumes a specific number of test units, based on the test type and the test configuration. To check out the details and links to pricing, etc. you might want to just go to the article: https://docs.thousandeyes.com/product-documentation/thousandeyes-basics/how-unit-consumption-works

10. I'm having trouble opening the ThousandEyes Recorder.

Errors on starting the ThousandEyes Recorder IDE are often caused by the OAuth Bearer Token not being setup. The instructions for set-up can be found at  https://docs.thousandeyes.com/product-documentation/user-management/rbac/working-with-account-settings#profile-tab

If that doesn't fix the problem, here's some additional  information on opening the ThousandEyes recorder: https://docs.thousandeyes.com/product-documentation/browser-synthetics/transaction-tests/thousandeyes-recorder

11. Does ThousandEyes use iNotify OE IMPACT & IMPACT ERM?

No, ThousandEyes doesn’t use iNotify OE IMPACT & IMPACT ERM.

12. How long does ThousandEyes keep my data? For how long do the snapshots get stored in our account?

Endpoint data is available for up to 90 days in the dashboards, and for 30 days via the API. https://docs.thousandeyes.com/product-documentation/global-vantage-points/endpoint-agents/endpoint-agent-faq 

To save an event for 90+ days: https://docs.thousandeyes.com/product-documentation/user-management/user-activity/retaining-data-beyond-the-90-day-limit .

 

API and Integration Support

Where can I find information on ThousandEyes API support?

For information about and examples of ThousandEyes API support, visit the developer page. ThousandEyes API: https://developer.thousandeyes.com/v6/        

 

Alerts and Notifications

1.   Can you help me with creating device alert rules?

To create an alert rule for a device:

  1. Navigate to Alerts > Alert Rules > Device Tab. https://app.thousandeyes.com/settings/alerts/?tab=Device

 

  1. Choose the "Add New Alert Rule" Button.

 

  1. Configure the new Alert Rule with the interface or interface matching criteria in the Alert Condition Section which include:
  • Throughput
  • Discards
  • Errors
  • Operation Status
  • Admin Status
  • State

 

  1.   The Interface matching option in the first dropdown menu provides the option to choose an interface by:
  2.  
  • name
  • type
  • exclude and interface
  • or by IP address

 

For more information on creating and editing alerts rules: https://docs.thousandeyes.com/product-documentation/alerts/creating-and-editing-alert-rules

 

2. What IP addresses are used for sending notifications?

For email notifications we are using two dedicated IP addresses with our partner Sendgrid: 198.37.149.184/32 and 192.254.115.115/32.

We don't expect these IP addresses to change anytime soon, but it's possible they could change sometime in the future.

3. What's the maximum number of registered email addresses I can use for alerts?

There are no restrictions on the number of email addresses that can be configured to receive alert notifications.

4. How do I set up a webhook event in JSON text format?

Webhooks send event data in the JSON format.  You can see an example of this data in the link below:  https://docs.thousandeyes.com/product-documentation/alerts/using-webhooks-server-sample-code-included#sample-webhook-event-payloads

 

5. What happens to the alert rules when the ownership of a test is transferred to a different account?

Alert Rules assigned to the original test remain assigned to the shared test in the source account group. If Alert Rules are needed for the test in the target account group, they must be created in the target account group and then assigned to the test. https://docs.thousandeyes.com/product-documentation/tests/changing-ownership-of-a-test#changing-ownership

6. Can you help me add external email addresses for alerts?

Email addresses to be used for Alert Notifications can be updated in the notification tab for each test.  https://docs.thousandeyes.com/product-documentation/alerts/creating-and-editing-alert-rules#notifications-tab

7. How can I receive an email when an alert is cleared?

Under the Notifications tab for each alert there is a checkbox for "Send an email when the alert clears".  Here is some more information: https://docs.thousandeyes.com/product-documentation/alerts/creating-and-editing-alert-rules#notifications-tab

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