We would recommend upgrading the router, they’d go buy something new, and all would be good. Generally those having network performance issues had fine service from their ISP, but their home routers were old and not up to task. Mostly we’d find that what someone thought was a good home internet connection - because their phone or video streaming worked fine - wasn’t great for things like moving big files around or video calls. Sure, we had some bumps with home internet connections not being robust enough, but we helped people through those. The computing experience of working from home was effectively the same experience as working in the office. Between VPN connections back to the corporate network, lots of things in the cloud, and Azure Active Directory (AAD) to handle Single Sign-On (SSO) for almost every company application, all most folks needed for remote work was their standard laptop and an internet connection. For years we’d been building IT systems to allow most people to work from anywhere, and the shift to WFH was going great. In March 2020, when Stay Home, Stay Safe began in Michigan, most of my fellow employees began working from home (WFH). This does not contain code-level details of the bug (I don’t have them), but I’m sharing it both to document this problem and share a little story of what goes on behind the scenes in supporting a big enterprise IT environment. I found this issue both fascinating and maddening and I hope you will as well. A chain of semi-esoteric things aligned and only caused noticeable problems in a very specific - dare I snarkily say unprecidented - situation. A couple of years after it happened I’m sharing this story about the intersection of an OS bug, a network hardware quirk, and a global pandemic.
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