Wednesday, October 27, 2021

Sometimes you have to get your hands dirty – cabling

 I think there is a balance between doing it yourself and calling the professionals. If it’s a straight forward manageable task and you have the correct tools and knowledge, why not.


For example, I wouldn’t climb an 80 foot tower, pull and terminate 120 pairs of Ethernet cabling or try to terminate fibre connectors.


While working onsite I was asked “Why bother?“ or “We’ll get someone else to do that”. Some people feel that some network tasks are too menial or beneath them. I’ve had some network technicians ask why I would bother doing ‘that kind of work’ when you have had various certifications.


There are many answers; I like the variety, I enjoy keeping my skills sharp, and the job gets done quicker. I find I can add more value to a design or install since I have physically done the work as opposed to just reading the materials. The bonus is that when I watch people do incorrect installations, I have more things to look for when troubleshooting problems.

Here’s a simple example: we had to pull and terminate 3 Ethernet cables as part of an install. The technician said “let’s just call the cabling company to do it”. I asked how long that would take and he responded 2 to 3 days. I reminded him that I was only there for the day and added that it would not take us long to pull three cables 20 feet and terminate them ourselves. The cables were a straight run in the cabling trays above our heads.


Just a quick disclaimer; if you have no experience terminating cables, do not practice or learn on your production environment. Fortunately I have been terminating Ethernet cables for over 20 years, so this is a fairly simple process. I went to my vehicle and got a spool of cable, some RJ 45 connectors as well as my crimper. Fortunately, I had assumed that I might need to do this type of work and had prepared myself with the proper supplies and my vehicle.


Flashback; I will never forget working with network consultants at a new build and I was the only one with tools, a hard hat and my government safety certificates, even though everyone was told this is a construction area. The other consultants were limited when, and where they could work where I had the run of the place.



Wednesday, October 20, 2021

Using Wireshark to Investigate Delays

 When I am called in to investigate application performance issues, I try to determine if the issue is related to delays or errors.

A delay is pretty straightforward; there is a noticeable delay between the request and reply.

An error is a bit trickier but can be summed up as an application or network error delaying or corrupting the packets.

In this video I cover some Wireshark tips and tricks to filter the traffic and why iperf had an initial delay of 22 seconds.



Sunday, October 17, 2021

The Wilkes Insurrection by Robbie Bach - a Review

 

“A house divided against itself cannot stand.” These words from Abraham Lincoln came at a time when our Nation was at its most divided point in history - a time when differences ran so deep that we were literally at war with one another. The dangerous divisiveness that exists in America today is fertile ground for a riveting story.


A good read is engaging, entertaining, and suspenseful, with vivid scenes populated by fully developed characters and strung together with a compelling story arc. While not breaking new ground for the genre, The Wilkes Insurrection by Robbie Bach mostly checks all the boxes. This is the first novel from author Bach, who previously led the team at Microsoft that developed the Xbox video game business. A self-described “Civic Engineer”, he believes all of us have an essential responsibility to engage productively in public issues. Failure to do so can push us perilously apart.


As the events of this story first began to unfold, I was struck by the line “...extraordinary things happen for a reason.” From that point on, the reader is challenged to decipher a potent series of unexpected events – multiple domestic terrorist attacks set among the lingering aftereffects of 9/11 and a global pandemic – and unravel the mystery while wrestling with the unavoidable implications for today’s world.


The crash landing of a commercial airliner at an Air Force base in Omaha, Nebraska sets the scene for the introduction of several of the main characters, notably Major Tamika Smith who is responsible for rescuing survivors. The crash is not an accident, but rather the first of a series of seemingly random attacks which claim thousands of lives while sowing the seeds of fear and distrust in our basic institutions. A clever criminal is taking advantage of the dark web and cryptocurrencies to hide his illegal transactions and activities. Law enforcement is baffled, and the anarchist’s obsessions seem unstoppable. Ties to recent historical events and social trends add a sense of realism and relevance to the story.


Most readers are quite familiar with Twitter and the power of this social-media tool to shape the national conversation. In the novel, a picture of Tamika – a black woman – carrying Johnny Humboldt – a white male – from the wreckage of a plane crash goes viral. The response is polarized, mirroring the division often wrought by today’s tragic events.


Tamika (Air Force officer and world-class track athlete), and Johnny (financial whiz and entrepreneur) are two central characters whose involvement in pivotal events effectively builds their backstory. Paul Hayek (engineer, Johnny’s business partner, and a peaceful follower of Islam) is a key part of Johnny’s story who gets caught up in anti-Muslim stereotyping and media-fueled racism. Ford Wilkes (the story’s principal antagonist, enabler of terrorist Obaid bin Latif) is familiar from his actions well before he is formally introduced to the reader. The character I personally found the most intriguing was Bryce (a troubled dark web hacker) who wrestles with his conscience as he comes to realize his complicity in the terrorist attacks.


At one point when Tamika faces a difficult decision about her future, she reads this challenge in a letter from her father, General Frank Smith - “Am I self-aware enough to know when my time has arrived?”. This is relevant to all of the principal characters and their individual self-reflection is a big part of what makes them real and believable.


The growing sense of fear and apprehension in the story is not just imaginary as the author connects the fictional characters to real events that most of his readers will have experienced first-hand. The images of the World Trade Center collapse are vividly burned into our minds, evoking a visceral reaction to the attacks in the book. The terrorist goal of undermining our trust in electricity, water, and safe travel is a means of inciting fear and causing our system to collapse from within. The characters and their connections are slowly and strategically revealed in a suspenseful way – we don’t meet the eponymous Ford Wilkes until about 1/3 into the story. Tension builds through the use of multiple storylines, each pausing at a “cliff hanger” before cycling on to another.


This is not one of those neatly satisfying stories where the overwhelming resources of the good guys inevitably triumph. One attack is thwarted by luck when a door is unintentionally left open, and an agent spots something out of place. The tide is also turned against the terrorist when a dark web hacker begins to experience a change of conscience. In the end, we are more vulnerable than we would like to admit.


It is not until the final chapter, in Tamika’s speech about the Lincoln Coalition (Lincoln Project?) that the focus shifts to the politics of divisiveness. It is an inevitable part of the landscape and serves to underpin the ultimate message – democracy is fragile and must be actively protected. Whether or not you ultimately believe that author Bach was fair and impartial with the way he integrated contemporary politics into the narrative will probably depend on which side you have already taken.


The Wilkes Insurrection is not a manifesto, but a terrific read that happens to be set in a highly politicized time period in American history. I found the characters to be engaging, and it was impossible not to identify with their individual battles for redemption and self-realization. The terrorist attacks which provide the framework for the story arc are exactly the kind of thing we have all feared since 9/11 jolted us out of our complacency. Author Robbie Bach does a masterful job of maintaining suspense from cover to cover – it’s a hard book to put down, and a tough one to forget.



Author Profile - Paul W. Smith - leader, educator, technologist, writer - has a lifelong interest in the countless ways that technology changes the course of our journey through life. In addition to being a regular contributor to NetworkDataPedia, he maintains the website Technology for the Journey and occasionally writes for Blogcritics. Paul has over 40 years of experience in research and advanced development for companies ranging from small startups to industry leaders. His other passion is teaching - he is a former Adjunct Professor of Mechanical Engineering at the Colorado School of Mines. Paul holds a doctorate in Applied Mechanics from the California Institute of Technology, as well as Bachelor’s and Master’s Degrees in Mechanical Engineering from the University of California, Santa Barbara.

Tuesday, October 12, 2021

WIRESHARK IO Graphs And Filters

 Its been over 20 years of installing, troubleshooting, training and writing and I still think the biggest issue in IT is the technician’s working knowledge of their everyday tools. It doesn’t matter if it’s a physical tool like a cable tester or software, you should not only be familiar with it, but with any changes with upgrades.


In this case I chose Wireshark and wanted to show you how display filters affect IO graphs. As I mentioned in the video, this can be ‘bad’ or ‘good’. Which one depends if you know about this new ‘feature’ or not.


I always suggest you ‘use your favorite tools on a regular basis so you can spot some of these changes when they appear so you aren’t caught off guard when you are in the middle of troubleshooting.



Monday, October 4, 2021

The Person Factor

 With your experience and knowledge of technology and your ability to navigate the politics of work, you may find yourself as the main technical resource for troubleshooting. At this point in your career, you may be empowered to pull a troubleshooting team together to resolve a major issue.

There’s no surprise that you have to manage EVERYONE impacted by the issue which may include technical teams, management, clients and everyone that has a vested interest in the current situation.

It’s a balancing act dealing with prioritizing how to best troubleshoot the situation and deal with the various people involved and, oh yes, don’t forget about keeping everyone informed. If you feel that you are being pulled in multiple directions, then you are doing things correctly.

Depending on what you’re troubleshooting, the situation may have caused multiple issues affecting other areas of business and require even more co-ordination.

Politics While Troubleshooting

Obviously your main priority is to resolve the issue as quickly as possible.

The challenge is managing the technical resources and keeping management in the loop so you don’t go insane. Like it or not, for the time being, you are the layer between your boss, peers, direct reports and clients. Below are some strategies that may help you through this stressful and demanding situation:

  1. Maintaining Professionalism

You will be dealing with various types of personalities and conflicts as well as providing continuous updates to your boss, clients and business operation stakeholders. Here are some key points that you and your team may follow to help maintain professionalism under stress:

  • Being organized and having a plan is an asset; when the team is working towards a common goal with key roles and responsibilities identified.

  • Diffuse any issues of conflict by staying calm and committing to address any issues after the technical issue has been resolved.

  • Adaptable to change and displaying competence; as things progress during troubleshooting and dealing with everyone involved it may be necessary to shift gears in order to resolve the problem

  • Being ethical and honoring your word and following up; being sure to honor any commitments made and communicate regularly.

  • Being respectful and polite – treating everyone from peers to clients respectfully

Maintaining professionalism gives you a professional advantage maximizing you value in the organization and giving you respect and credibility in the workplace. You and your team will be regarded as reliable, competent, respectful and approachable.

  1. Identify a SPOC (Single Point of Contact):

Take the opportunity to identify a person or department that can provide updates to the teams, groups and clients, by having someone else help in communicating updates this will minimize your involvement of constantly reporting on the issue and provide you with breathing room you need to resolve the issue and minimizing distractions. Some key points in selecting the SPOC are:

  • Does the issue impact a specific project that someone is working on? There may be an opportunity to have them spearhead managing the updates and support issues as it pertains to the specific project.

  • Engage the Help Desk to provide updates to specific departments and individuals.

  • Delegate this to a team member that is being groomed for a management position or could benefit from the experience, giving them an opportunity to shine as they deal with stressful situation. It’s also an opportunity for you to mentor and coach the team member.

  • If you are not authorized to delegate this to anyone, you can put forward a recommendation to your manager highlighting the benefits to the team member.

If you are relying on another department or person to handle this task, be sure to obtain their contact details and their work schedule.

  1. Communication and updates

People underestimate the power of staying in touch. Communication is key, not only do you need to provide continuous updates but you need to be clear on assigning accountabilities.

  • Provide a clear understanding of the tasks to be performed and identify who will be doing what.

  • Set clear expectations of how often updates should be provided. Update intervals will vary based on the severity of the problem and the sensitivity of the issue.

  • Tip 1: if you commit to providing updates every 30 minutes; ensure people working on the problem provide you an update every 25 minutes giving you 5 minutes to summarize and provide updates. Updates can be as simple as “Still working on the issue or there are no significant updates at the moment.”

  • Tip 2: Don’t get stressed out if someone is unable to provide an update at every interval; there may not be any changes at that time.

  • Tip 3: You can change the update intervals as the severity of the situation decreases, and be sure everyone has been informed of the new requirement.

  • Tip 4: Support your team by acknowledging that you are aware that they are busy and may lose track of time; if this happens you will be contacting them if you don’t hear from them in the time allotted.

  • Tip 5: ensure that everyone understands an update can be a simple ‘still working on it’, ‘looking at router x’ or ‘problem is not software upgrade’. When people realize the updates are simple, short statements, they are more inclined to provide them.

  • Tip 6: Updates should also identify what isn’t the problem such as “We have determined the current issues are not related to the changes implemented this past weekend”.

  • Tip 7: Leverage technology such as email distribution, ticketing system, voice mail, texts, social media or any other means to provide updates

  • Tip 8: Ensure people are aware that they are not to call for updates, assure them that updates will be provided regularly.

  1. Stay Focused

Stick with the action plan. The key here is not to be pulled in too many directions or to deal with escalations. Escalations tend to add more resources into the mix to try and assist which may not be effective in resolving the issue.

  • Minimize any distractions and interruptions. I can tell you from personal experience that it is easy to be distracted when troubleshooting since everything is possibly part of the issue.

  • Encourage team members to follow the process; One of the challenges is to manage all the underground support dialogue between clients and technical staff. Even with their best intentions, this is where things can go horribly wrong. If the technical team receives any information from anyone outside of the troubleshooting team, it needs to be vetted by the team leader.

Post troubleshooting Politics

Finally the issue has been resolved. Now it’s time to deal with the post outage review of what happened and how to prevent it or mitigate it from happening again. Here are some key points that may be helpful in following up after troubleshooting:

  • Being sure to keep things factual and exclude any personal feeling during this process; describe in detail what caused the issue, how it was detected and reported, and identify the events and tasks that occurred to resolve the issue, be sure to include timelines.

  • As part of the post outage review, obtain and review feedback. Ensure the feedback isn’t viewed as negative. For example, I was involved in a situation where management questioned why it took so long to respond to the problem when the Network Monitoring system identified an outage 30 minutes before anything was done. After chatting with the team it was discovered that the help desk had an outdated contact list. This was an easy fix and the Help desk manager was asked to periodically review the contact list as part of their procedures.

  • With the details from the report, you and/or the management team can identify areas for improvement and implement any procedures or processes that can mitigate this from happening again.

  • I have been involved in many troubleshooting scenarios where the staff have told me what is wrong with the current process. I simply document the information provided, along with my sources and suggested solutions. I then present them to management and when it is immediately adopted by management the team is shocked how simple it was.

  • The difference here is that staff believes implementing change is very difficult, but the catalyst for change is actually very simple.

  • With the incident documented, it can be used as a reference for any future outages.

  • Be sure to thank the team for all their hard work and support.

Finally, dealing with the politics of resolving the issue and managing the resources may be a stressful and chaotic situation. By maintaining your professionalism and focusing on the task at hand, your leadership and communication skills will be well received by all affected in this situation. Hopefully these tips and suggestions provide you with some value and guidance as you tackle your next troubleshooting adventure.


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