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Copyright ChinaNetCloud 2015
ChinaNetCloudRunning All the World's Internet Servers
ChinaNetCloud Training
Troubleshooting BasicsBy ChinaNetCloudPioneers in OaaS – Operations-as-a-Service
May, 2014
www.ChinaNetCloud.com
Copyright ChinaNetCloud 2015 2
ChinaNetCloudRunning All the World's Internet Servers
Introduction
● We all troubleshoot● Important in life● Really important in ops● Most important skill (with Engineering & Mgmt)
Copyright ChinaNetCloud 2015 3
ChinaNetCloudRunning All the World's Internet Servers
Born or Made ?
● Some people are better● Logical thinking important● Path running – Think it out● Rule in, rule out● Understand all systems● Understand this system
Copyright ChinaNetCloud 2015 4
ChinaNetCloudRunning All the World's Internet Servers
Overview of Process
● Gather facts● Gather history● Quick think likely issues● Few quick things● Rule out things● Deeper dives● Exotic rule outs● Question Facts
Copyright ChinaNetCloud 2015 5
ChinaNetCloudRunning All the World's Internet Servers
Key Points
● Know the system● Think, think, think● All about testing/proving● Rule OUT, not IN● Dive shallow● Dive deep diversely● Dive deep systematically● Question everything● Get help & perspective● Keep notes & records
Copyright ChinaNetCloud 2015 6
ChinaNetCloudRunning All the World's Internet Servers
Gather facts
● What do you know● What might be true● Symptoms
Copyright ChinaNetCloud 2015 7
ChinaNetCloudRunning All the World's Internet Servers
Gather history
● Old history of issues● Recent history of issues● Recent changes (& hidden ones)● What lead to problem?● Can we reproduce ?
Copyright ChinaNetCloud 2015 8
ChinaNetCloudRunning All the World's Internet Servers
Likely issues
● Educated guess of top 3-5 likely ideas● More diverse the better● Ideally easy to test● Goal is fast diagnosis & fix
Copyright ChinaNetCloud 2015 9
ChinaNetCloudRunning All the World's Internet Servers
Less Likely but Easy to Test
● Quickly rule out major things● Power, cables, networks● Major services & issues● Weird things● All easy to test● Goal to rule out things
Copyright ChinaNetCloud 2015 10
ChinaNetCloudRunning All the World's Internet Servers
Rule out things
● All about what the problem is not● Very important to moving forward● Testability, how can we know
Copyright ChinaNetCloud 2015 11
ChinaNetCloudRunning All the World's Internet Servers
Deeper dives - Diverse
● Less common things, deeper looking● Ideally easy to test● Diversity and broad problem coverage● Don't spent too long on each
Copyright ChinaNetCloud 2015 12
ChinaNetCloudRunning All the World's Internet Servers
Deeper Dives - Systematic
● Go through everything● Systematic and organized● Don’t miss things● Takes a long time
Copyright ChinaNetCloud 2015 13
ChinaNetCloudRunning All the World's Internet Servers
Exotic Rule Outs
● Check the really weird or unusual things● Including amazing recent stupidity● Takes lots of time
Copyright ChinaNetCloud 2015 14
ChinaNetCloudRunning All the World's Internet Servers
Question Facts
● When nothing makes sense● When covered everything● Always assume some facts are wrong
● They often are
● Re-check facts● Re-check what you've done● Usually a fact is not true● Or you missed something, wrong systems, etc.
Copyright ChinaNetCloud 2015 15
ChinaNetCloudRunning All the World's Internet Servers
About ChinaNetCloud
Www.ChinaNetCloud.com – +86-21-6422-1946 – Sales@ChinaNetCloud.com
ChinaNetCloud is a Shanghai-based, full-service Internet managed services provider (MSP). We architect, build, optimize, and manage large-scale systems for e-commerce, games, apps, mobile, media, and more.
We deliver Reliability, Performance, Scale, Security, and cost savings via our Operations-as-a-Service (OaaS) platform, which includes 7x24 operations, deep predcitive monitoring, networking, security scanning, backups, databases, upgrades,rapid troubleshooting, configuration changes, and much more.
Our OaaS platform is state-of-the-art with a wide variety of sophisticated tools ranging from deep design to audit, migration, management, monitoring, backups, CMDB, load testing, capacity planning, performance analysis, portals, and much more.
Over six years, we've helped hundreds of internet companies improve their systems, focusing on Reliability, Performance, Scalability, Security, and Cost-Savings.
Let us help you today!
Copyright ChinaNetCloud 2015 16
ChinaNetCloudRunning All the World's Internet Servers
Contact ChinaNetCloud
Silicon Valley Office:
440 North Wolfe Road
Sunnyvale, 94085 USA ChinaNetCloud www.ChinaNetCloud.com
Sales@ChinaNetCloud.com
Shanghai Headquarters:
X2 Space 10601
1238 Xietu Lu
Shanghai, 200032 China
Beijing Office:
Lee World Business Building #305
57 Middl Xingfu Village Rd., Chaoyang
Beijing, 100027 China
T: +86-21-6422-1946
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