SAP Knowledge Base Article - Public

3675906 - Troubleshooting Traffic Routing Issues for SAP Cloud for Customer (C4C) with Akamai CDN

Symptom

  • Users in the KSA region are experiencing traffic being routed to servers located in North America (California), which may result in suboptimal performance for SAP Cloud for Customer (C4C).
  • This can cause increased latency and delays in content delivery.
  • The routing behavior is often linked to DNS configurations or network settings rather than Akamai infrastructure itself.

Environment

SAP Cloud for Customer.

Cause

  • As part of the Kingdom of Saudi Arabia (KSA) migration initiative, all SAP infrastructure and related components, including SAP Cloud for Customer (C4C), have been successfully relocated to the Google Cloud Platform (GCP) in the KSA region. This ensures that the origin IPs for SAP C4C are hosted locally within KSA. 
  • To enhance performance and user experience, Akamai is being used as the Content Delivery Network (CDN). Akamai improves user experience by dynamically routing requests based on real-time network conditions, user location, and other factors.

Key Information about Akamai:

  • No storage of customer data: Akamai only performs SSL handshakes and determines the optimal routing path.
  • Factors influencing routing:
  1. Geographic location of the user.
  2. VPN usage (if applicable).
  3. DNS configurations of the customer.
  4. Proximity to the nearest Akamai edge server.

If your traffic is being routed to North America or other distant locations, it is likely related to how DNS or network settings are configured on the local system, rather than a problem with Akamai's infrastructure.

Resolution

If you are experiencing high latency or traffic routing to remote locations, please follow these steps: 

Run tracert Command:

  • Open the Command Prompt (CMD) on your laptop.
  • Run the following command:

tracert myXXXXXX.crm.ondemand.com
(Replace X with your tenant ID)

  • This command will display the route your traffic is taking to the SAP C4C server. Copy the output and save it to a text file. Share the text file with your IT or network team for analysis.

Run nslookup Command:

  • In the same Command Prompt (CMD), run the following command:

nslookup myxxxxxx.crm.ondemand.com
(replace x with your tenant ID)  

  • This will provide information about the DNS resolution for SAP C4C. Copy the output and save it to a text file. Share the file with your network team for further troubleshooting.

Check IP Address and Location:

  • Open your browser and go to: https://whatismyipaddress.com/
  • Take a screenshot of your public IP address and location information.
  • If your IP location is incorrect or inconsistent with your actual geographical location, it could be affecting routing. Share the screenshot with your local IT or network team.

VPN and DNS Configuration:

  • Verify if you are using a VPN (Virtual Private Network) or custom DNS servers. These settings can affect how your traffic is routed.
  • If you are using a VPN, try disconnecting and testing again.
  • If using custom DNS servers, consider switching to default DNS or Google's public DNS (8.8.8.8 and 8.8.4.4) to ensure proper routing.

Additional Resources

For more detailed information on Akamai and troubleshooting network flow, refer to the following blogs:

Conclusion

By following these steps, you should be able to identify whether the traffic routing issue is related to DNS configurations or local network settings. In case the issue persists, please reach out to your network or IT team for further assistance

See Also

Keywords

tenant URL, IP discrepancy, KSA region, Akamai ION, CDN service, DNS resolution, GCP Data Center, tracert, nslookup, whatismyipaddress.com, network flow, tenant migration , KBA , LOD-CRM-ADM , Administration UI , How To

Product

SAP Cloud for Customer core applications all versions