The vendor that this pilot fish works for provides services for video-over-IP in the form of multicast traffic, and with all those extra layers, troubleshooting customer issues can get more complicated than hunting down normal network problems.

Case in point: “I got a call from a group saying the channels they use were not working,” says fish.

“To check it, I moved my network connection on my laptop to the corporate network and fired up my video app. The channels they were talking about were fine.”

But the network connection? That appears to be broken. Fish checks his router. Sure enough, the link shows no traffic.

Check your end of the connection to be sure your router is alive, fish tells the user on the other end of the line.

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