If you have embedded OCAs in your network, you can troubleshoot customer streaming issues by following these general steps.
Most often, customer streaming issues involving embedded OCAs are caused by a routing, connectivity, or DNS problem inside of the ISP's network.
To troubleshoot a customer streaming issue:
- Investigate whether there were any changes inside your network around the same time when the problem was first reported by customers.
- Verify that all customers reporting this problem are able to successfully ping and traceroute to your OCAs with 0% packet loss. If all customers cannot ping and traceroute to your OCAs with 0% packet loss, there is a problem somewhere in your network that you will need to investigate and resolve.
- Ensure that you are not inadvertently blocking customer traffic by checking your router interface configuration.
- If your customers are reporting a VPN or proxy blocking issue, follow these steps.
If you have done the above investigation and you believe that this is a Netflix issue, we will need additional details from you to investigate this problem. Please submit the following information in a new ticket, or add it to an existing ticket if one already exists.
- When was this problem first reported?
- How many customers have reported this problem?
- Are you able to reproduce this problem?
- Please provide the Netflix accounts (email) from at least 3 customers who have reported this problem in the past 24 hours.
- For each of the customer examples provided in the previous item, please provide:
- The customer-assigned IP address
- The ping output for an OCA in your network
- The traceroute output for an OCA in your network
- Viewing connectivity metrics for an OCA
- Managing traffic imbalances
- Viewing BGP route performance metrics