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Hello,
Have you seen this Knowledge center article:
How can I troubleshoot packet loss for my Direct Connect connection?
Also check this documentation
If you have done these steps already then raising a support case is the best way forward.
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I have done all of the "usual" network diagnostics, the lost packets are very intermittent and very short lived so they don't show up on a traceroute or other utility that only checks once a second or more infrequently. I am only able to locate the issue reliably when reviewing the application logs of the sending device to see that it got a timeout, then confirming that the packet was sent but did not arrive in the packet captures I'm taking.
In that case working with the support is the best way forward.