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Abstract: "As a precursor to explorations on future network interoperability problem resolution methods and tools, it is necessary to obtain an understanding of problems in the present day. The remote network access application area was chosen as a case study due to rich sources of information, frequent problems, and considerable detrimental impact on user efficiency. To this end, existing remote network access help desk data was acquired and analyzed. The data was used to characterize remotedoi:10.1184/r1/6603275 fatcat:3nz7qnavrnbnhh7dx326kcuxzq