Root Cause and Prevention
Root Cause from IP Cortex 1. The one-way audio issue on Keevio Desktop clients at Aerial Direct was caused by expired SSL certificates on the IP Cortex STUN servers. 2. The notification of the certificate pending expiry was sent to the previous engineering manager, but never actioned upon. 3. Delayed Identification: The troubleshooting process took 6 days to identify the expired SSL certificates as the root cause, indicating potential gaps in the troubleshooting procedures or tools used. Prevention Methods from IPC 1. Set up comprehensive monitoring and alerting systems for all critical services, including STUN servers. 2. Implementing robust SSL certificate management and monitoring, along with improved troubleshooting protocols, will help prevent similar incidents in the future. 3. Develop and document standardised troubleshooting protocols that include checking SSL certificates as a potential issue. 4. Conduct regular training sessions for the support team to stay updated on best practices and new tools for efficient troubleshooting. Aerial Direct Conclusion Aerial supports the above implementations of measures that will mean a repeat of this issue will not happen. Our Engineers assisted to find the root cause and feel that it could have been found sooner should the above methods had have been applied at IP Cortex.
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