I had a fun tech support call the other day that I think you will find interesting. A customer sent one of the ugliest traces we had seen in a while. “Help! What is going on here?” This came with the usual, it is urgent, his boss will kill him, the network is down, and he saw a dog and a cat making friendly on the way home from the job site.
Send us the trace file, better, please send it to us in the native, .flw, format. There is a lot of information in there that is very helpful to us, such as, what tester you are using, what firmware it has, and, what the failure is.