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Home > Success Center > Network Performance Monitor (NPM) > NPM 12.1 Administrator Guide > Discover your network paths > Troubleshoot a service with external path data

Troubleshoot a service with external path data

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Created by Caroline Juszczak, last modified by Magdalena.Markova on Nov 02, 2016

Views: 13 Votes: 0 Revisions: 6

You can use NetPath to diagnose a slow connection to an external service. This example uses amazon.com.

  1. Click My Dashboards > Network > NetPath Services.
  2. Expand the service that your users reported as slow or unreachable.
  3. Click the probe from the office or location that reported the issue.
  4. Under Path History, locate the date and time for when your users reported the issue. Here, there is a yellow warning entry at 5:09 p.m. on April 20.

    File:Success_Center/Reusable_content_-_InfoDev/NPM/NPMAG_forMT/080/050/external-example-1.png

  5. Click the yellow bar at 5:09 p.m. in the chart.
  6. The problem is in Amazon's network. Click the red Amazon node to expand it.

    File:Success_Center/Reusable_content_-_InfoDev/NPM/NPMAG_forMT/080/050/external-example-2.png

  7. Although Amazon's network is large and complex, you should investigate the red and yellow areas.

    File:Success_Center/Reusable_content_-_InfoDev/NPM/NPMAG_forMT/080/050/external-example-3.png

  8. Click the red connection between the two nodes to open the inspector panel.
  9. Expand the Issues section to see that packet loss is over the critical threshold, and that it is 17% likely that transit passed through this link.

    File:Success_Center/Reusable_content_-_InfoDev/NPM/NPMAG_forMT/080/050/external-example-5.png

  10. Click the red 205.251.244.209 node to open the inspector panel.
  11. Use the phone number or email address to contact the service provider and report the issue. Present the following information to resolve the issue:
    • IP addresses of the nodes in question (54.239.111.33 and 205.251.244.209 in this case)
    • Date, time, and duration of the performance issue
    • Latency and packet loss information
 
Last modified
08:40, 2 Nov 2016

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