Details of complaint: on (b)(6) 2019 customer reported several orgs were in communication loss, spread throughout the hospital on different cns devices.Devices show up on the host table but displayed communication loss.Some of these orgs were in a separate building across the hospital.Nk ts identified the network switches, including the one across the hospital, ran back to a data center with fiber connections.The following cns were involved: 10.13.97.29 10.13.97.25 10.13.97.22 10.13.97.11 the following orgs were reported to have communication loss: 10.13.97.70 10.13.97.71 10.13.97.72 10.13.97.73 10.13.97.63 10.13.97.65 10.13.97.75 10.13.97.77 service requested: troubleshooting.Service performed: troubleshooting.Investigation result: nk support engineer noted the issue was not with nk connection since devices can be seen in the host table and were picking up on packet captures.It was noted that the host1000 server host table entries were "out of balance." nk support engineer fixed the host tables so that they were no longer giving out errors.This did not alleviate the communication loss issue.The following questions were asked by the nk support engineer in aiding the troubleshooting effort: -could the hospital's infrastructure have an issue? -was there some sort of traffic that truly was not making it over to the data center? nk network engineer examined the issue and did not find any problem with the uplink between all the access closets back to the data center.It was noticed that ports for org's were flickering between up and down every once in a while, on the log screen between 03:52 and 04:42 (b)(6) 2019.Orgs were pinged successfully from the core switch and the servers.Wireshark on.97 host server shows proper broadcast packets every 16sec for the org's.On the same day, (b)(6) 2019, customer (b)(6) responded that the issue was resolved by re-setting the orgs that corresponded to the communication loss sectors.Everything was working again.Customer stated that when the orgs were reset before, the waves did not come back.The switches were still flashing orange and green.Information regarding movement or maintenance of host table is not provided.Although the root cause could not be determined due the lack of information, the issue was resolved after having the orgs rebooted the second time, after host-table balancing.Was affecting the entire network.Investigation is in progress.Further investigation results will be documented on ticket 72625.Current information does not indicate a trend of network-wide communication loss at this facility.Service history for this user facility shows other communication loss issues that were isolated to individual devices.One incident reported under ticket 72625 on (b)(6) 2019 reported intermittent communication loss on the network.It is unknown if the issue was affecting the entire network.Investigation is in progress.Further investigation results will be documented on ticket 72625.Current information does not indicate a trend of network-wide communication loss at this facility.Investigation conclusion: information regarding movement or maintenance of host table is not provided.Although the root cause could not be determined due the lack of information, the issue was resolved after having the orgs rebooted the second time, after host-table balancing.Host table contains ip addresses of cns, rns devices, and servers which enable cross-segment communication.This host table is maintained by hospital personnel.Communication issues arise when the hospital moves, adds, or removes devices from the network without properly updating this host table.
|