I have an old power boat, and it has recently taught me a life lesson that very much applies to Wi-Fi support. Every boat should have a name, and this vessel is the Sweet Baboo. She’s a 22-foot Cuddy Cruiser, built in 1985. It’s powered by a 5.7L OMC motor (basically a Chevy 350). This is my first “real” boat, and it has humbled me… A boat like this is really just another vehicle to keep up, but it has mystique and mystery to the new boat owner and the passengers that ride on it, just like Wi-Fi often has mystique and mystery to many networkers and clients.
Just a bit more background, if you’ll indulge me. I consider myself a pretty good shade-tree mechanic, and I do everything I can on my vehicles when it comes to maintenance. I like to save money, and know HOW a job was done, in exchange for my time and skinned knuckles. But I do know my limits, and know when it’s time to get professional help.
Stay with me- I promise the Wi-Fi angle comes into play soon.
Something about being a new boat owner made me kind of silly. Every oddball problem this old boat has had seemed exotic somehow, until very recently. After all, every part on the thing is a “marine” component. It has a marine carburetor, a marine ignition system, a marine gearshift, etc. Which for a while made me think that somehow they were all forged by unicorns in Magic Marine Parts Land, and for whatever reason I’d get stupid when it came time to troubleshoot. I’ve seen Wi-Fi have the same effect on network troubleshooters… somehow everything they know about basic network troubleshooting goes out the window because Wi-Fi is also exotic and different.
Finally, working through one lingering, long-term headache I was able to get my boat mind right, and to draw parallels with Wi-Fi support.
I got through that problem, but I did some really knuckle-headed things along the way. I threw away money and time because my troubleshooting methods were not sound. I looked past “the basics”, and often got sparkly-eyed that my problem had to be some exotic marine thing, just like many people get sparkly-eyed and start dicking with controller settings, adding APs, and taking other fruitless steps to solve exotic Wi-Fi problems that often end up being not so exotic.
The boat problem? Well, Sweet Baboo would start nice, idle great, and run really well at low speed. Give her some gas to speed up this big beast, and the motor would stall or fall back to idle speed at 2,500 RPM every time. Put another way, I had crappy performance.
I went through the troubleshooting steps in the repair manual fairly diligently, but also (in retrospect) bit on many red herrings, hoping for an easy fix. But… even easy fixes can hide behind complex symptoms and pre-conceived notions. I fixated on “it’s GOTTA be this!” at least a half-dozen times after reading online user forums. In those user forums, I latched on to the sage advice of frequent-posters that seemed to be revered by the other folks in the forum. And it turns out they were wrong every time. Or rather, I wrongly applied their analysis to my situation because they seemed to know their stuff.
All the while, because this boat is an exotic marine craft, my brain refused to acknowledge that when I let myself apply sound troubleshooting techniques I have fixed a wide range of cars, computers, F-4 and A-10 aircraft, broken furniture, swimming pool pumps, blenders, and more over the course of my life. I wasn’t letting myself simply proceed as I would normally in the course of troubleshooting anything, because I had never worked on a real boat before. I made it into something it wasn’t, in my mind. I KNOW this happens in Wi-Fi support often.
I ended up needlessly replacing (or tearing into):
- Every ignition component (some two or three times)
- Fuel pump
- Shift cable
- Electronic shift module
- Throttle cable
- Exhaust flapper valves
- Fuel lines
I’m sure there were other things that I hosed up along the way, too. I broke things trying to fix things- but then again, I was dealing with an exotic marine situation so my buffoonery was OK, right? Well, no- it’s not OK. I’m somewhat embarrassed of my conduct, and I can’t describe the frustration I felt over two seasons of fighting this problem. But again, I have seen people approach wireless support in this same scattered, desperate way.
Anything and everything feels like a WIRELESS problem when you have a problem and happen to be using Wi-Fi. Those not trained or acclimated to the Layer 1 and Layer 2 implications of Wi-Fi can do really dumb, desperate, nonsensical things that they would NEVER do on wired networks. For some reason, we all have things that make us forget what we should know when we most need it. For me, it was this boat. For other folks, it’s troubleshooting Wi-Fi.
After replacing component after component, fiddling with this and adjusting that, I was SURE I had a bad carburetor. There was simply nothing else it could be. So I ordered a pricey replacement… and it changed nothing. Floundering around out in the middle of the lake after putting the new carb on the engine, I was livid. At me, at the boat, at the Boat Gods, and pretty much everyone and everything. I called my wife, and admitted defeat. I told her that we’d have to tow the pig off to a marine mechanic, and take our chances that we could find one that was reputable. But as I was limping the Baboo back to the dock, I had an epiphany. Two thoughts collided in my brain at the same time, and they would lead me to resolution.
I was filthy from repairs, hot from the sun, and pissed-off low-down feeling. I had dozens of hours, and at least a thousand mostly wasted dollars on this escapade. At my lowest, one part of my brain told me “Come on… you’re better than this.” And another asked “listen you schmuck, how would you approach a seemingly complicated wireless problem?” It might sound cheesy, but I was recharged. I pulled up at my dock with a plan. I WAS GOING BACK TO BASICS. This damn boat was the client, and I had a client problem. And it was a similar problem to hundreds of other boats/clients that I had read about online. The solutions were usually proven to be simple, and I empowered myself at that moment to start over, with simple in mind.
Early on in the troubleshooting process, I had pulled the fuel pick-up tube from the gas tank (a 60-gallon monster built into the floor of the boat). I had EXPECTED to find a filter screen at the bottom, but didn’t. Not knowing better, I assumed at that early point that there was no such filter on THIS boat. I was wrong- and simply looking closer at that pick-up tube a second time revealed that the filter was INSIDE the tube where you can’t see it. And it was gummed up with crud pretty good. It was letting enough gas into the system to allow for starting and low-speed operations, but was blocking the increased fuel needed at higher speeds. I had “looked” right at the problem before skipping over it because it didn’t match my assumptions, and at that fateful moment I also turned a simple fix (blow it out with compressed air and carb cleaner) into a two-season exercise in grasping at straws.
I’m not sure what specific analogy to make here to wireless troubleshooting, but I do know that THE ESSENCE of my boat problem and what happens when the unskilled or “blame the WLAN” types get involved with wireless performance problems are the same. Sometimes Wi-Fi doesn’t work because non-Wi-Fi components have faults, but if you lock on to blaming the APs or controller early on, you’ll often never find the issue. Assumptions, poor methodology, and not looking at the basics thoroughly and with an open mind can lead you down rabbit holes. It’s not fun when you do it to yourself, and I really should have known better after decades of honing my troubleshooting approaches.
Just like my boat really is not “exotic and mysterious”, neither is Wi-Fi. But to support either, you have to have the right mindset and not be afraid to just use good sense and thorough checks of the basics as you proceed.
But as I’ve just shown here, that is easier said than done- even for the best of us.