Part of the support role is to reach out to new customers and provide some general product training – ‘onboarding’ as we like to call it. It’s not every day that we uncover network issues when providing this training with a client setup but it happens often enough not to phase me.
The other week I was working with a new client whose network was connected to the internet via a T1. We were casually adding both dual-ended and single-ended WAN paths to demonstrate the differences when we saw data loss! Yes, we stumbled across a rogue network issue the client had long suspected, but could never quite prove. What a perfect demo! We had a look at the dual-ended path and could clearly see loss on the upstream. Of course, I was getting asked where this loss was being introduced. Yep, you guessed it – D.I.A.G.N.O.S.T.I.C.!
One look at the single-ended path diagnostic told me the gateway was introducing the loss. We actually had to end the call at this point because the client had another meeting but I took a cheeky look later to see if the issue had been resolved. Indeed it had; I could clearly see a blip where the microAppliance sequencer lost connectivity while network changes were being made, and zero data loss after connectivity was restored. PathView – 1, Data Loss – 0! Zing!