[Today’s post comes to us courtesy of Wayne Gordon McIntyre and Damian Leibaschoff from Commercial Technical Support]

Hi, welcome to this new series of posts where we are going to share some behind the scenes insight on some support cases we have dealt with.

The name of the series is a play on a concept known as a Corner Case. For support, a corner case is a type of problem that is not experienced often by our products, an unexpected configuration scenario triggered by a set of events that can include random corruption or unwanted interactions with other components, and in some situations it is as simple as trying to use the product in ways it was not designed to be used.

These cases usually require advanced troubleshooting to determine the root cause and resolution. Most times the actual trigger is never found and the issue cannot be reproduced beyond this case. We usually see a few of these cases during the entire lifecycle of the product. 

Hopefully, by sharing this we can provide some technical value as to how and where we use our toolset to determine the issue, and the same time give our readers a different perspective into our world.

Look forward to our first case later this week.