An advice to succeed in Software Technical Support:
They said : The dump came from the wrong site
He’s a page from the end of the dump
I said : The dump came from the right site
Took me just one look
<…>
With a little debugging
You will survive
With a little debugging
You will get by
Do what you want
Go your own way
in Technical Support.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
This is the first initiative for the year of software trace analysis: the first and unique software trace and log analysis training based entirely on patterns of software behavior. No longer you will be frustrated when opening a software trace with millions of messages from hundreds of software components, threads and processes.
Memory Dump Analysis Services (DumpAnalysis.com) organizes a training course:
Learn how to efficiently and effectively analyze software traces and logs from complex software environments. Covered popular software logs and trace formats from Microsoft and Citrix products and tools including Event Tracing for Windows (ETW) and Citrix Common Diagnostics Format (CDF). Learn how to use pioneering and innovative pattern-driven software problem behavior analysis to troubleshoot and debug software incidents.
If your are registered you are allowed to optionally submit your software traces and logs before the training. This will allow us in addition to the carefully constructed problems tailor additional examples to the needs of the attendees.
The training consists of 2 two-hour sessions and additional homework exercises. When you finish the training you additionally get:
Prerequisites: Basic Windows troubleshooting.
Audience: Software technical support and escalation engineers, software maintenance engineers, system administrators.
Session 1: October 12, 2012 4:00 PM - 6:00 PM BST
Session 2: October 15, 2012 4:00 PM - 6:00 PM BST
Price: 210 USD
Space is limited.
Reserve your remote training seat now at:
https://student.gototraining.com/r/5287623225237732608
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
Making Software A Better World.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
On the portal I published my vision of software tools as a service in the context of post-construction software problem solving. The main part is software problem description language (SPDL) which was previously introduced as Riemann programming language. I have decided to keep the name.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
LoL - Law of Large
Examples: Q. How did you resolve this support case? A. LoL number!
Explanation: The more support incidents you get, the larger their tracking numbers. So at some stage the law of large numbers comes into effect: there is always a similar incident in the past. Don’t confuse with LOL.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
During the previous several months some companies and individuals expressed their interest in the training (the next one is scheduled for January) but its time was not suitable due to different geographic time zones. So I have decided to publish this training in a book format (currently in PDF) and make it available in paperback on Amazon and B&N later. Book details:
Now available for sale in PDF format from Memory Dump Analysis Services.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
One of the new initiatives for 2012 is the development of SPDL (Software Problem Description Language). Its purpose is automatic generation of a software troubleshooting tool(s) based on the description of a problem. Here software problem means a post-construction problem as outlined in Introduction to Pattern-Driven Software Problem Solving. The tool construction will utilize an expanded set of DebugWare and Workaround patterns together with the refind version of RADII software development process. This will also provide necessary effectiveness, efficiency and enhanced problem solving capabilities to existing TaaS (Tools as a Service) implementations that are limited in the number of tools they offer.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
The slides are available from Memory Dump Analysis Services:
http://www.dumpanalysis.com/Training/Accelerated-NET-Memory-Dump-Analysis-Public.pdf
It also offers the new training sessions in January, 2012:
http://www.dumpanalysis.com/accelerated-net-memory-dump-analysis
http://www.dumpanalysis.com/accelerated-windows-memory-dump-analysis
Also the registration for Advanced training session in December is still open:
http://www.dumpanalysis.com/advanced-windows-memory-dump-analysis
There are also new coming courses for 2012 so stay tuned!
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
The new 6th volume contains revised, edited, cross-referenced, and thematically organized selected DumpAnalysis.org blog posts about memory dump and software trace analysis, software troubleshooting and debugging written in November 2010 - October 2011 for software engineers developing and maintaining products on Windows platforms, quality assurance engineers testing software on Windows platforms, technical support and escalation engineers dealing with complex software issues, and security researchers, malware analysts and reverse engineers. The sixth volume features:
Product information:
Back cover features 3d memory space visualization image created with ParaView.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
switch(years_at_citrix)
{
case 5:
write_blog_post(”I’ve just passed 5 year mark … “);
wait_for_certificate();
write_blog_post(”Shortly after celebrating 5 years … “);
break;
case 6:
write_blog_post(”Threads in my process run very fast. Not long ago … “);
break;
case 7:
write_blog_post(”Transition to kernel mode and space … “);
break;
case 8:
write_blog_posts(”A byte has passed”, “8 bits of Citrix”, … “);
break;
case 9:
// … TBD
}
No default case label in the code yet.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
Memoretics promotes pattern-driven memory dump and software trace analysis which has many uses but not limited to:
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
Memoretics as a science of memory snapshots borrows many ideas from the following disciplines (the list is not exhaustive):
It also contributes many ideas back. The following diagram depicts such an interaction:
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
Abscess - A Bad Service and Customer Experience Short Story. Can also be an abbreviation for a bad support …
Examples: After combating an abscess a customer decided to take a social media approach. An abscess process.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
Due to the need to extend existing basic and intermediate Accelerated Windows Memory Dump Analysis training Memory Dump Analysis Services organises advanced training course. Here is the description and registration information:
Learn how to navigate through memory dump space and Windows data structures to troubleshoot and debug complex software incidents. We use a unique and innovative pattern-driven analysis approach to speed up the learning curve. The training consists of practical step-by-step exercises using WinDbg to diagnose structural and behavioral patterns in 32-bit and 64-bit process, kernel and complete memory dumps.
If you are registered you are allowed to optionally submit your memory dumps before the training. This will allow us in addition to the carefully constructed problems tailor extra examples to the needs of the attendees.
The training consists of one four-hour session and additional homework exercises. When you finish the training you additionally get:
Prerequisites: Basic and intermediate level Windows memory dump analysis: ability to list processors, processes, threads, modules, apply symbols, walk through stack traces and raw stack data, diagnose patterns such as heap corruption, CPU spike, memory and handle leaks, access violation, stack overflow, critical section and resource wait chains and deadlocks. If you don’t feel comfortable with prerequisites then Accelerated Windows Memory Dump Analysis training is recommended to take (or purchase a corresponding book) before attending this course.
Audience: Software developers, software technical support and escalation engineers.
Session: December 9, 2011 4:00 PM - 8:00 PM GMT
Price: 210 USD
Space is limited.
Reserve your remote training seat now at:
https://student.gototraining.com/24s4l/register/3788047691824598784
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
Due to popular demand and the need to extend existing Accelerated Windows Memory Dump Analysis training Memory Dump Analysis Services organises the new training course. Here is the description and registration information:
Learn how to analyze .NET application and service crashes and freezes, navigate through memory dump space (managed and unmanaged code) and diagnose corruption, leaks, CPU spikes, blocked threads, deadlocks, wait chains, resource contention, and much more. We use a unique and innovative pattern-driven analysis approach to speed up the learning curve. The training consists of practical step-by-step exercises using WinDbg to diagnose patterns in 32-bit and 64-bit process memory dumps.
If you are registered you are allowed to optionally submit your memory dumps before the training. This will allow us in addition to the carefully constructed problems tailor extra examples to the needs of the attendees.
The training consists of one four-hour session and additional homework exercises. When you finish the training you additionally get:
Prerequisites: Basic .NET programming and debugging.
Audience: Software developers, software technical support and escalation engineers.
Session: October 28, 2011 4:00 PM - 8:00 PM GMT
Price: 210 USD
Space is limited.
Reserve your remote training seat now at:
https://student.gototraining.com/24s4l/register/423991811034037760
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
I showed this artwork to many people and they responded that they didn’t understand or hope one day they would understand. Only one guy (a professional manager) responded positively with understanding. What I think is that real art can be interpreted in many ways. So I kindly await your criticism.
PS. This Computicart (Computical Art) work was inspired by a pet parrot at home. I’ve been observing its behaviour for more than 6 months and tried to discern a few patterns. Its name is KiKi (not related to Ki* functions).
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
During the previous several months many people expressed their interest in the training (the next one is scheduled for November) but its time was not suitable due to the very different geographic time zones. So I have decided to publish this training in book format (currently in PDF) and make it available in paperback on Amazon and B&N later. Book details:
Now available for sale in PDF format from Memory Dump Analysis Services.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
Due to popular demand (the previous training was fully booked) Memory Dump Analysis Services scheduled the next training sessions.
Learn how to analyze application, service and system crashes and freezes, navigate through memory dump space and diagnose heap corruption, memory leaks, CPU spikes, blocked threads, deadlocks, wait chains, and much more. We use a unique and innovative pattern-driven analysis approach to speed up the learning curve. The training consists of more than 20 practical step-by-step exercises using WinDbg highlighting more than 50 patterns diagnosed in 32-bit and 64-bit process, kernel and complete memory dumps.
Public preview (selected slides) of the previous training
Memory Dump Analysis Services organizes a training course.
If you are registered you are allowed to optionally submit your memory dumps before the training. This will allow us in addition to the carefully constructed problems tailor extra examples to the needs of the attendees.
The training consists of 4 two-hour sessions (2 hours every day). When you finish the training you additionally get:
Prerequisites: Basic Windows troubleshooting
Session 1: November 1, 2011 4:00 PM - 6:00 PM GMT
Session 2: November 2, 2011 4:00 PM - 6:00 PM GMT
Session 3: November 3, 2011 4:00 PM - 6:00 PM GMT
Session 4: November 4, 2011 4:00 PM - 6:00 PM GMT
Price: 210 USD
Space is limited.
Reserve your remote training seat now.
If scheduled dates or time are not suitable for you Memory Dump Analysis Services offers the same training in book format.
Training testimonials:
I would like to thank you and recommend your training. I think that the “Accelerated Windows Memory Dump Analysis” training is a pin-point, well taught training. I think it’s the leading training in the dump analysis area and I’ve enjoyed it, the books and materials are very detailed and well written and Dmitry answered all of the needed question. In addition after the training Dmitry sent a PDF with written answers and more information about the questions that were asked. I will give this training 5/5. Thank you Dmitry.
Yaniv Miron, Security Researcher, IL.Hack
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
Second Eye (or sometimes a stronger variant “second pair of eyes”) - another engineer you typically need when you don’t see anything useful in a memory dump, software trace or source code for problem resolution purposes. You are anxious to recommend something useful.
Examples: Don’t see anything in this huge trace. I need a second eye.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -
Sometimes Fake API calls can be an alternative to source code defect fixing especially if it provides quick problem resolution in production environment. Such faking can be implemented at binary level (as patching and hooking after link phase) or at object code level (before link phase). For the latter example please look at the following case study: Applying API Wrapper Pattern. The reverse process (introducing unexpected situations via unit testing, modeling software defects) is similar and for C and C++ can be done using Isolator++.
- Dmitry Vostokov @ DumpAnalysis.org + TraceAnalysis.org -