Introducing Proactive Troubleshooting

We’ve all been there. You know there’s an issue on your ISP’s end or with one of your application vendors, but when you contact them you get the equivalent of a “Did you try turning it off and back on?” — even if you show them some tests you ran from the command line. With our new troubleshooting feature, we want to give you the tools to make those conversations less frustrating and more productive. 

As a Bigleaf Networks customer, you can now run these network tests right from your Bigleaf web dashboard. This will give you a faster, more accurate way to troubleshoot network and application performance issues using trusted third-party data from Bigleaf. You can use that data to be proactive before talking with your team, customers, ISPs, application vendors, or Bigleaf support. 

The network performance tests 

You can run three different tests from the new troubleshooting section: 

  • Ping: With a ping test, you can identify where you want a set of packets to be transmitted to and Bigleaf will tell you how long the trip takes. It’s a good way to determine if there’s something in that path that’s causing a problem. 
  • MTR: An MTR (advanced trace route) traces the route the network packets take along a given path to a specific end point. Whereas the ping test is basically point to point, the MTR test identifies all the stops a packet takes along the way, giving you the ability to pinpoint individual devices that might be causing the problem. 
  • TCPdump: This more advanced test (a packet capture) captures the TCP/IP packets transmitted between the network and a Bigleaf router to identify whatever traffic abnormalities may exist. 

Here’s an example of what you’ll get what you run an MTR test through Bigleaf:

Why you’ll want to run them with Bigleaf 

There are a lot of factors that can make a network unreliable or cause performance issues. Identifying what causes those issues is often challenging because traffic may be handled by different players in the stream, and that can make the test data unreliable. Because Bigleaf owns and operates our own backbone network (aka our Cloud Access Network) and gateway clusters, we’re able to ensure the most accurate, objective results. 

You may have ran some of these tests from the command line before or got the data from Bigleaf’s support team who ran the tests, but many of our customers and partners — especially managed service providers (MSPs) — wanted something faster and easier, and more trusted than what they could do themselves. We hope this new troubleshooting feature in your Bigleaf web dashboard makes your life a bit easier. Either way, we’d love to know what you think: If you have any feedback, please email us at product@bigleaf.net

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