Problem Details

  1. When did the issue first start?
    • Please include the date, time, and time zone if known.
  2. When did the issue last occur?
    • Please include the date, time, and time zone if known.
  3. Is the issue happening right now?
  4. Can the issue be reproduced?
    • If yes, what steps cause the problem?
  5. What error message, status code, or symptom is being observed?
    • Screenshots are helpful if available.
  6. Is the problem occurring at a certain step of the transaction process, if so which step?

Scope and Impact

  1. Which destination service(s) are affected?
  2. How many users, devices, or locations are affected?
    • One system, multiple systems, or all systems?
  3. Is this impacting all transactions/requests, or only some of them?
  4. Has anything changed recently?
    • Examples: firewall changes, ISP changes, software updates, certificate updates, network changes, or hardware replacements.

Connectivity Information

  1. Can the affected system(s) access other Internet sites and services successfully?
    • If yes, please provide a few examples and approximate times.
  2. Which destination hostnames (FQDNs) and TCP/UDP ports is the client system attempting to connect to?
  3. Can the affected system successfully resolve the destination hostname(s)?
  • If possible, provide the resolved IP address(es).
  1. What public Internet source IP address(es) are being used?
    • If known, please include how the address(es) were verified.
  2. If more than one Internet connection or ISP is available, does the issue occur on all of them?

Diagnostic Data

  1. Can client firewall, proxy, WAF, or security appliance logs be provided that show the failed connection attempts?
  2. Can a packet capture be provided showing the connection between the client system internet IP address and the destination destination?
    • Preferred formats: .pcap or .pcapng
  3. If available, please provide timestamps from the packet capture, logs, or application errors that correspond to the issue.

Additional Details

  1. Are all locations affected or only specific offices/stores/sites?
  2. Is this issue occuring continuously, or only at certain times of day?
  3. Do any systems successfully connect to the same destination service, while others fail?
  4. Can you provide a sample transaction ID, request ID, or timestamp (date and timezone) of a failed attempt?
  5. Is there someone from the client IT or Networking team that is available to discuss the problem with the destination support team?