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Q&A: What Data Does Silverline Need For Initial Routed Connectivity Investigation?

Question

What data can I gather to provide to Silverline in order to have my routed connectivity issue be troubleshooted in the most effective way?

  • When reporting connectivity issues, more data is always better in order to get a faster answer
  • This article will discuss the essentials for a routed connectivity problem statement, but we welcome any additional data you might have

 

Environment

  • Silverline DDoS
    • GRE Tunnels 

 

Answer

To be able to perform an accurate and efficient analysis, Silverline SOC requires the following information. (If you cannot find an answer to a line, please feel free to skip line. However, keep in mind the investigation may be slowed without all requested details.)

You can copy/paste this template into your email to SOC.

Impact description (giving as much context as possible): 
Destination address/network:
Impacted service type(s):
Number of impacted users:
IP address(es) of impacted users:
Scope of impact (e.g. one user, one carrier, one region, global, etc.):
Start time of impact (and end time if applicable):
Logs of failures (e.g. browser output, curl output, weblogs, etc.):
Traceroute from affected client to origin server address:
Traceroute from origin server to affected client, showing the reverse path that does not take Silverline:
Traceroute from local GRE endpoint that terminates the BGP session where loss is suspected, destined to Silverline's endpoint of the GRE tunnel:
Pings to the same GRE endpoint as above:
(If a web server) HAR file from affected client to destination server:

 

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