Process to be followed

1. Troubleshooting

  • Karix internal teams (Support / TAM) should gather the necessary information from the customer and raise a request to networks@karix.com.
  • The Network Team will review the ticket based on the queue and share detailed findings along with supporting logs.

2. Ad hoc Troubleshooting (Customer Calls)

  • Karix internal teams must collect the relevant information from the customer and raise a request to networks@karix.com.
  • Additionally, they should reach out to the IT Networks on-call resource, who will be available to join the customer call for support.


Network Troubleshooting Known Scenario and the Pre-requisite questions for troubleshooting

 

Customer unable to connect Platform ( API / SMPP )

1. Customer name and acode

 

2. API or SMPP connection type? (API / SMPP / SMTP )

 

3. Customer Connecting thorugh ?

Internet / ipsec Tunnel

4. What Product Customer is trying to access ?

SMS / RCM / Email

5. Is the Customer Connecting from their DC or DR

DC / DR

6. Source IP(s) from where connection is attempted

 

7. Destination IP / Hostname used by customer along with Port

 

9.Telnet from Customer end to Karix End point

 

10. Traceroute / tcptraceroute from Customer to Karix end point

 

11. Application Error , Network Logs , tcpdump

 

 

Issue with DLR handover

1. Customer name and acode

 

2. What Product Customer is trying to access ?

SMS / RCM / Email

3.Source IP(s) from where connection is attempted

 

4.Destination IP / Hostname used by customer along with Port

 

5. Telnet from Karix source to Customer destination

 

6. Traceroute / tcptracroute from Karix to Customer

 

7. Curl response  , tcpdump ( Optional )

 



FTP ISSUE

1. Customer name and acode

 

2.Source IP(s) from where connection is attempted

 

3.Destination IP / Hostname used by customer along with Port

 

4. Telnet from Karix source to Customer destination

 

5. Traceroute / tcptracroute from Karix to Customer

 

6.Winscp / sftp connect log

 

7.tcpdump

 

 

DR Drill

1.Customer name

 

2.Customer detailed activity information

 

3.Customer  DR Source IP(s) from where connection is attempted

 

4.Karix end Point (Destination IP )

 

5.Customer to perform telnet from Source - Pre activity

 

6.Customer to share traceroute from Source  - Pre Activity

 

7.Karix to check the handover by sending dummy reqest - Pre activity

 

8.DLR Handover testing - by Karix team

 

 

IP Whitelisting Query  / Customer Traffic Hit Query

1.Customer name

 

2. Source IP

 

3. Destination IP

 

4.Query

 

 

IPSEC Tunnel Configuration change

1 Customer name

 

2. Karix Datacenter

Sify - Chennai ,
Ctrls - Hyderabad

3.Requirement in detail

 

 

IPSEC Tunnel Creation

1. Service catalog

 

2. Once details filled , iVPN form will be genreated from karix end

 

3. Data flows will be required

 

4.Final form will be created which can be shared with customer

 

 

IPSEC Troubleshooting - Tunnel down / Flapping

1. Customer name

 

2. Customer end Tunnel Outside IP

 

3.Karix end Tunnel Outside Peer IP

 

3. Logs for Customer firewall specific tunnel logs

 

4.Start date

 

5. Issue in Detail

 

6. Any Changes made on Customer environment

 

7. Incase of traffic

 

8. Is Customer ISP Stable without any Pakcet drops

 

 

Client Bind Flapping / Disconnections

1.Customer Name

 

2.Source IP(s) from where connection is attempted

 

3.Destination IP / Hostname used by customer along with Port

 

4. Telnet from specific source to destination

 

5.tcptraceroute towards destinaton

 

6.mtr destination output | 5 mins output

 

7.Any changes at Customer end

 

8. Analysis of Pcap from L2

 



Customer requests to block IP(s) at NW level

1. Customner name

 

2.Product

 

3. Datacenter

 

4. Source IP  - to be blacklisted

 

5. Destination - karix end point

 

6. Reason in detailed