Common Issues

Comprehensive troubleshooting guide covering the most frequently encountered problems across SOLVEFORCE services, with detailed solutions, diagnostic procedures, and preventive measures to ensure optimal system performance.

🎯 Common Issues Overview

This guide addresses the most frequently reported issues across all SOLVEFORCE services, providing step-by-step solutions, diagnostic procedures, and preventive measures. Issues are organized by service category with difficulty ratings and estimated resolution times.

πŸ“Š Issue Categories and Priority Levels

Service Categories:

  • 🌐 Network & Connectivity - Internet, MPLS, SD-WAN, and network infrastructure issues
  • πŸ“ž Voice Services - VoIP, PBX, call quality, and communication problems
  • ☁️ Cloud Services - Infrastructure, platform, and application cloud issues
  • πŸ”’ Security - Authentication, access control, and security-related problems
  • πŸ’» Hardware & Equipment - Device configuration, performance, and hardware failures
  • πŸ”§ Software & Applications - Application errors, configuration issues, and performance problems

Priority Levels:

  • πŸ”΄ Critical - Service outage or complete functionality loss
  • 🟑 High - Significant impact on business operations
  • 🟠 Medium - Moderate impact with workarounds available
  • 🟒 Low - Minor issues with minimal business impact

🌐 Network & Connectivity Issues

πŸ”Œ Internet Connectivity Problems

Issue: No Internet Connection

Symptoms:

  • Complete loss of internet access
  • Unable to reach external websites or services
  • Network appears connected but no data transmission

Diagnostic Steps:

# Step 1: Check physical connections
ping 127.0.0.1  # Test loopback
ping [router_ip]  # Test gateway connectivity
ping 8.8.8.8  # Test external connectivity
nslookup google.com  # Test DNS resolution

# Step 2: Check network configuration
ipconfig /all  # Windows
ifconfig -a    # Linux/Mac
route -n       # Check routing table

# Step 3: Test network layers
tracert google.com  # Windows
traceroute google.com  # Linux/Mac

Common Solutions:

  1. Physical Layer Issues:

    • Check cable connections and LED indicators
    • Replace or reseat network cables
    • Verify power to network equipment
    • Check for cable damage or interference

  2. Configuration Issues:

    • Verify IP configuration (DHCP or static)
    • Check DNS server settings (8.8.8.8, 1.1.1.1)
    • Confirm gateway and subnet mask settings
    • Restart network adapter

  3. Equipment Problems:

    • Power cycle modem and router (30-second wait)
    • Check for firmware updates
    • Verify ISP service status
    • Contact provider if circuit-level issue

Prevention:

  • Implement redundant internet connections
  • Use UPS power protection for network equipment
  • Regular firmware updates and security patches
  • Monitor network performance and connectivity

Issue: Slow Internet Performance

Symptoms:

  • Web pages load slowly
  • File downloads are significantly slower than expected
  • Video streaming buffering or quality issues
  • High latency in applications

Diagnostic Steps:

# Bandwidth testing
speedtest-cli  # Command line speed test
# Or use web-based: fast.com, speedtest.net

# Latency and packet loss testing
ping -t google.com  # Continuous ping test
ping -c 100 8.8.8.8 | grep loss  # Packet loss test

# Network utilization monitoring
netstat -i  # Interface statistics
iftop       # Real-time bandwidth usage

Performance Analysis:

Speed Test Results Analysis:
  Download Speed:
    Expected: [Your subscribed speed]
    Actual: [Test result]
    Threshold: >80% of subscribed speed is acceptable
    
  Upload Speed:
    Expected: [Your subscribed upload speed] 
    Actual: [Test result]
    Threshold: >80% of subscribed speed is acceptable
    
  Latency:
    Excellent: <20ms
    Good: 20-50ms
    Fair: 50-100ms
    Poor: >100ms
    
  Jitter:
    Excellent: <5ms
    Good: 5-15ms
    Fair: 15-30ms
    Poor: >30ms

Common Solutions:

  1. Bandwidth Optimization:

    • Close unnecessary applications using bandwidth
    • Update QoS settings to prioritize critical traffic
    • Schedule large downloads during off-peak hours
    • Consider bandwidth upgrade if consistently over 80% utilization

  2. Network Optimization:

    • Use wired connections instead of Wi-Fi when possible
    • Optimize Wi-Fi channel selection and placement
    • Update network drivers and firmware
    • Configure DNS to use faster servers (1.1.1.1, 8.8.8.8)

  3. Equipment Upgrades:

    • Upgrade to newer router with better QoS capabilities
    • Consider enterprise-grade equipment for business use
    • Implement traffic shaping and bandwidth management
    • Add network monitoring tools

Issue: Intermittent Connectivity

Symptoms:

  • Connection drops randomly and reconnects
  • Periodic timeouts accessing websites or services
  • Inconsistent performance throughout the day

Diagnostic Steps:

# Continuous monitoring
ping -t 8.8.8.8 > connectivity_log.txt  # Windows
ping 8.8.8.8 | ts >> connectivity_log.txt  # Linux with timestamps

# Check for patterns
grep "Request timed out\|Unreachable" connectivity_log.txt
tail -f /var/log/messages | grep -i network  # Linux system logs

Common Solutions:

  1. ISP-Related Issues:

    • Contact ISP to check line quality and signal levels
    • Request line testing and optimization
    • Check for area-wide service issues
    • Consider upgrading to more reliable service tier

  2. Equipment Issues:

    • Replace aging network equipment
    • Check for overheating and ensure proper ventilation
    • Update firmware to latest stable versions
    • Configure automatic reboot schedules if necessary

  3. Environmental Factors:

    • Check for electromagnetic interference
    • Verify proper grounding of equipment
    • Protect against power fluctuations with UPS
    • Monitor temperature and humidity levels

πŸ“ž Voice Services Issues

πŸŽ™οΈ VoIP Call Quality Problems

Issue: Poor Call Quality

Symptoms:

  • Echo, static, or distorted audio
  • Delayed or choppy voice transmission
  • One-way audio or dropped calls
  • Robotic or digitized voice quality

Diagnostic Steps:

# Network quality testing for VoIP
ping -s 1000 voip.provider.com  # Test with VoIP packet size
iperf3 -c voip.provider.com -t 30 -i 5  # Bandwidth consistency test

# VoIP-specific tests
sipcli --test-quality sip.provider.com  # SIP quality test
# Check jitter buffer and codec performance

Call Quality Metrics:

Acceptable VoIP Quality Metrics:
  Latency (One-way):
    Excellent: <100ms
    Good: 100-150ms
    Acceptable: 150-300ms
    Poor: >300ms
    
  Jitter:
    Excellent: <20ms
    Good: 20-50ms
    Acceptable: 50-100ms
    Poor: >100ms
    
  Packet Loss:
    Excellent: <0.1%
    Good: 0.1-0.5%
    Acceptable: 0.5-1%
    Poor: >1%
    
  MOS Score:
    Excellent: 4.3-5.0
    Good: 4.0-4.3
    Fair: 3.6-4.0
    Poor: <3.6

Common Solutions:

  1. Network Optimization:

    • Implement QoS prioritization for voice traffic
    • Ensure adequate bandwidth (100kbps per concurrent call)
    • Use dedicated VLAN for voice traffic
    • Configure jitter buffers appropriately

  2. Codec Optimization:

    • Use G.711 for best quality with sufficient bandwidth
    • Switch to G.729 for bandwidth-constrained environments
    • Enable silence suppression and comfort noise
    • Test different codec preferences

  3. Hardware and Infrastructure:

    • Use PoE+ switches for IP phones
    • Implement proper cable management and avoid interference
    • Ensure consistent power delivery to VoIP equipment
    • Regular firmware updates for phones and PBX systems

Issue: Call Connection Problems

Symptoms:

  • Calls fail to connect or ring
  • Busy signal when lines should be available
  • SIP registration failures
  • Emergency calling issues

Diagnostic Steps:

# SIP registration testing
sip-test register sip:user@domain.com
nslookup _sip._udp.domain.com  # SIP SRV record lookup

# Firewall and NAT testing
nmap -sU -p 5060 sip.provider.com  # SIP port testing
telnet sip.provider.com 5060  # TCP SIP testing

Common Solutions:

  1. SIP Configuration:

    • Verify SIP credentials and settings
    • Check SIP proxy and registrar settings
    • Ensure proper authentication configuration
    • Validate dial plan and routing rules

  2. Firewall and NAT:

    • Open required SIP and RTP ports (5060, 10000-20000)
    • Configure SIP ALG settings on firewall
    • Use STUN/TURN servers for NAT traversal
    • Consider SIP trunking with session border controller

  3. Provider Issues:

    • Verify account status and credit limits
    • Check provider service status and maintenance
    • Validate DIDs and number assignments
    • Contact provider for line testing

☁️ Cloud Services Issues

🌩️ Cloud Infrastructure Problems

Issue: Virtual Machine Performance Issues

Symptoms:

  • Slow application response times
  • High CPU or memory utilization
  • Disk I/O bottlenecks
  • Network connectivity problems within cloud

Diagnostic Steps:

# System resource monitoring
top -p [process_id]  # CPU and memory usage
iostat -x 1         # Disk I/O statistics
sar -n DEV 1        # Network interface statistics
free -m             # Memory usage details

# Cloud-specific monitoring
curl http://169.254.169.254/latest/meta-data/  # AWS metadata
gcloud compute instances describe [instance-name]  # GCP
az vm show --name [vm-name] --resource-group [rg]  # Azure

Performance Baselines:

VM Performance Thresholds:
  CPU Utilization:
    Normal: <70%
    Warning: 70-85%
    Critical: >85%
    
  Memory Usage:
    Normal: <80%
    Warning: 80-90%
    Critical: >90%
    
  Disk I/O:
    Normal: <80% utilization
    Warning: 80-95% utilization
    Critical: >95% utilization
    
  Network:
    Normal: <70% of allocated bandwidth
    Warning: 70-90% of allocated bandwidth
    Critical: >90% of allocated bandwidth

Common Solutions:

  1. Resource Optimization:

    • Scale up VM size for more CPU/memory
    • Implement auto-scaling policies
    • Optimize application code and database queries
    • Use content delivery networks (CDN) for static content

  2. Storage Optimization:

    • Upgrade to SSD or premium storage
    • Implement proper backup and archival policies
    • Use storage tiers appropriately
    • Monitor and optimize database performance

  3. Network Optimization:

    • Use regional resources to reduce latency
    • Implement load balancing for distributed traffic
    • Optimize security group and firewall rules
    • Consider dedicated network connections

Issue: Cloud Service Authentication Failures

Symptoms:

  • Unable to access cloud console or APIs
  • Authentication timeouts or errors
  • Permission denied errors for authorized users
  • SSO integration problems

Diagnostic Steps:

# API authentication testing
curl -v -H "Authorization: Bearer [token]" \
  https://api.cloudprovider.com/v1/test

# SSO troubleshooting
openssl s509 -in certificate.pem -text -noout
# Check certificate expiration and validity

# Identity provider testing
ldapsearch -x -H ldap://dc.company.com -b "dc=company,dc=com"

Common Solutions:

  1. Credential Management:

    • Rotate and update access keys regularly
    • Verify IAM roles and policies
    • Check multi-factor authentication settings
    • Validate service account permissions

  2. SSO Configuration:

    • Update SAML or OIDC configuration
    • Verify certificate validity and trust chains
    • Check identity provider connectivity
    • Validate attribute mappings and claims

  3. Network and Security:

    • Verify IP whitelisting and firewall rules
    • Check for expired SSL certificates
    • Validate DNS resolution for auth endpoints
    • Monitor for security policy changes

πŸ”’ Security Issues

πŸ›‘οΈ Authentication and Access Control

Issue: User Account Lockouts

Symptoms:

  • Users unable to log in after multiple attempts
  • Account lockout messages or notifications
  • Inconsistent login success across different services
  • Time-based access restrictions

Diagnostic Steps:

# Check account status
net user [username] /domain  # Windows AD
ldapwhoami -x -D "cn=user,dc=domain,dc=com"  # LDAP
grep "authentication failure" /var/log/auth.log  # Linux logs

# Password policy verification
net accounts /domain  # Windows password policy

Common Solutions:

  1. Account Management:

    • Reset user passwords through secure process
    • Unlock accounts using administrative tools
    • Review and adjust lockout policies
    • Implement self-service password reset

  2. Policy Optimization:

    • Balance security with usability in lockout policies
    • Implement progressive lockout delays
    • Use risk-based authentication
    • Monitor for brute force attack patterns

  3. User Education:

    • Provide password management training
    • Implement password complexity requirements
    • Encourage use of password managers
    • Regular security awareness training

Issue: VPN Connection Problems

Symptoms:

  • Unable to establish VPN connection
  • VPN connects but no access to internal resources
  • Frequent VPN disconnections
  • Slow performance over VPN

Diagnostic Steps:

# VPN client testing
ping [vpn_server_ip]  # Test connectivity to VPN server
nslookup [vpn_server_hostname]  # DNS resolution

# Certificate validation
openssl s_client -connect vpn.company.com:443
openssl x509 -in client.crt -text -noout

# Route table verification
route print  # Windows
netstat -rn  # Linux/Mac

Common Solutions:

  1. Client Configuration:

    • Update VPN client software
    • Verify authentication credentials
    • Check certificate validity and installation
    • Configure proper DNS and routing

  2. Network Configuration:

    • Open required VPN ports on firewalls
    • Configure NAT traversal for clients behind NAT
    • Optimize MTU settings for tunneled traffic
    • Implement split tunneling if appropriate

  3. Server Optimization:

    • Monitor VPN server resource utilization
    • Update VPN server software and security patches
    • Optimize authentication and encryption settings
    • Implement load balancing for high availability

πŸ’» Hardware & Equipment Issues

πŸ–₯️ Network Equipment Problems

Issue: Switch or Router Failures

Symptoms:

  • Network devices not responding to ping
  • LED indicators showing error states
  • Partial network connectivity loss
  • Overheating or hardware alarms

Diagnostic Steps:

# Device connectivity testing
ping [device_ip]  # Basic connectivity
snmpwalk -v2c -c public [device_ip] .1.3.6.1.2.1.1.1.0  # SNMP test

# Hardware status checking
show system alarms  # Cisco
show chassis alarms  # Juniper
show hardware       # Generic command

Hardware Health Indicators:

Critical Hardware Metrics:
  Temperature:
    Normal: <50Β°C (122Β°F)
    Warning: 50-60Β°C (122-140Β°F)
    Critical: >60Β°C (140Β°F)
    
  Power Supply:
    Status: Redundant power supplies operational
    Voltage: Within 5% of rated voltage
    Current: <80% of maximum rated current
    
  Fan Status:
    Status: All fans operational
    Speed: Within manufacturer specifications
    
  Memory Utilization:
    Normal: <75%
    Warning: 75-85%
    Critical: >85%
    
  CPU Utilization:
    Normal: <70%
    Warning: 70-85%
    Critical: >85%

Common Solutions:

  1. Immediate Response:

    • Check power connections and power supplies
    • Verify environmental conditions (temperature, humidity)
    • Restart devices following proper procedures
    • Check for loose connections or cables

  2. Hardware Maintenance:

    • Clean dust and debris from equipment
    • Replace failed power supplies or fans
    • Update firmware to latest stable versions
    • Schedule regular hardware health checks

  3. Preventive Measures:

    • Implement environmental monitoring
    • Use UPS systems for power protection
    • Maintain spare equipment inventory
    • Document configuration and replacement procedures

Issue: Wi-Fi Coverage and Performance

Symptoms:

  • Weak signal strength in certain areas
  • Inconsistent wireless connectivity
  • Slow wireless data speeds
  • Frequent wireless disconnections

Diagnostic Steps:

# Wireless survey and analysis
iwlist scan | grep -E "ESSID|Quality|Signal"  # Linux
netsh wlan show profiles  # Windows

# Signal strength measurement
iwconfig wlan0  # Linux interface details
netsh wlan show profile name="SSID" key=clear  # Windows details

Wi-Fi Performance Standards:

Wi-Fi Signal Quality Metrics:
  Signal Strength (RSSI):
    Excellent: -30 to -50 dBm
    Good: -50 to -60 dBm
    Fair: -60 to -67 dBm
    Poor: -67 to -70 dBm
    Unusable: <-70 dBm
    
  Signal-to-Noise Ratio:
    Excellent: >40 dB
    Good: 25-40 dB
    Fair: 15-25 dB
    Poor: 10-15 dB
    Unusable: <10 dB
    
  Data Rates:
    802.11ac: Up to 1.3 Gbps
    802.11n: Up to 600 Mbps
    802.11g: Up to 54 Mbps
    802.11b: Up to 11 Mbps

Common Solutions:

  1. Coverage Optimization:

    • Conduct site survey to identify coverage gaps
    • Add access points in low-signal areas
    • Optimize access point placement and orientation
    • Use directional antennas for focused coverage

  2. Performance Tuning:

    • Select optimal Wi-Fi channels to avoid interference
    • Upgrade to newer Wi-Fi standards (Wi-Fi 6/6E)
    • Implement band steering for dual-band networks
    • Configure appropriate power levels

  3. Interference Mitigation:

    • Identify and eliminate sources of interference
    • Use 5GHz band for high-performance applications
    • Implement proper channel planning
    • Consider DFS channels for additional spectrum

πŸ”§ Software & Applications Issues

πŸ’Ύ Application Performance Problems

Issue: Slow Application Response

Symptoms:

  • Applications take longer than normal to load
  • Database queries timing out
  • Web applications showing high load times
  • User interface becoming unresponsive

Diagnostic Steps:

# Application performance monitoring
ps aux | grep [application_name]  # Process monitoring
top -p [process_id]  # Resource usage
strace -p [process_id]  # System call tracing
lsof -p [process_id]  # Open files and connections

# Database performance
mysql> SHOW PROCESSLIST;  # MySQL active queries
postgresql> SELECT * FROM pg_stat_activity;  # PostgreSQL

Performance Benchmarks:

Application Response Time Standards:
  Web Applications:
    Excellent: <1 second
    Good: 1-3 seconds
    Acceptable: 3-5 seconds
    Poor: >5 seconds
    
  Database Queries:
    Simple queries: <100ms
    Complex queries: <1 second
    Reporting queries: <10 seconds
    Batch operations: <1 minute
    
  API Endpoints:
    High-frequency: <100ms
    Standard: <500ms
    Complex operations: <2 seconds
    Batch operations: <30 seconds

Common Solutions:

  1. Resource Optimization:

    • Scale up server resources (CPU, memory, storage)
    • Optimize application code and database queries
    • Implement caching strategies (Redis, Memcached)
    • Use connection pooling for database connections

  2. Infrastructure Improvements:

    • Implement load balancing for distributed traffic
    • Use content delivery networks (CDN)
    • Optimize network connectivity and bandwidth
    • Consider microservices architecture for scalability

  3. Application Tuning:

    • Profile application code for bottlenecks
    • Optimize database indexes and query plans
    • Implement asynchronous processing for heavy operations
    • Use performance monitoring and alerting tools

πŸ“ž Emergency Contact Information

πŸ†˜ 24/7 Emergency Support

Critical Issues (Service Outages):

  • Phone: 1-888-SOLVE-IT (24/7)
  • Emergency Email: emergency@solveforce.com
  • SMS Alert: Text "URGENT" to 555-SOLVE (55765)

Technical Support by Service:

  • Network Issues: network-support@solveforce.com
  • Voice Problems: voice-support@solveforce.com
  • Cloud Services: cloud-support@solveforce.com
  • Security Issues: security@solveforce.com

Escalation Contacts:

  • Management Escalation: escalation@solveforce.com
  • Customer Success: success@solveforce.com
  • Technical Account Manager: your-tam@solveforce.com

πŸ“š Additional Resources

Self-Service Tools:

  • Customer Portal: https://portal.solveforce.com
  • Network Status: https://status.solveforce.com
  • Knowledge Base: https://kb.solveforce.com
  • Community Forum: https://community.solveforce.com

Documentation:

  • User Guides: Complete service documentation
  • API Reference: Technical integration guides
  • Video Tutorials: Step-by-step troubleshooting videos
  • Best Practices: Optimization and maintenance guides

Quick Resolution, Reliable Service – SOLVEFORCE Common Issues Guide.

Comprehensive troubleshooting solutions designed to minimize downtime, optimize performance, and maintain business continuity across all technology services and platforms.