TL;DR: We spent months chasing an A/V control issue across four rooms while vendors pointed fingers. With the source code in hand and a well-framed query, Microsoft Copilot led us to the cause in ~30 minutes. The vendor validated it, shipped a patch, and the problem is gone.
The Problem
Names changed for anonymity. We run A/V automation in several conference rooms using an Acme touch panel to drive the experience—TV, lights, room partitions, etc. The touch panel talks to an A/V processor from Wyle-E-Coyote via an API.
Over the past year, the same issue kept appearing across four new installations. One office has no on-site IT, so local admins were burning time on repeated troubleshooting. A “band-aid” reboot of the Wyle-E-Coyote processor reduced frequency, but the bug kept returning.
Vendor Engagement (and Finger-Pointing)
I like our reseller and we’ve worked well together. But after a few check-ins over three months, I heard:
- “Acme doesn’t recommend integrating with Wyle-E-Coyote.”
- “The two vendors are finger-pointing.”
- “We didn’t get clear communication about the issue.”
The first claim didn’t align with reality—both vendors have certified integrations. Regardless, we still needed a fix.
Digging In
On a site visit, I gathered more detail and asked the vendor for the source code to inspect. Here’s what stood out:
- The relevant module was written by a former programmer (who was excellent), last updated in 2018.
- Legacy rooms that work flawlessly use hard-wired RS-232.
- The new rooms (the ones breaking) use SSH/API control—different path, same goal.
This mismatch hinted at fragile assumptions in the newer integration.
How Copilot Helped (30 Minutes to Root Cause)
I identified the specific Wyle-E-Coyote file handling the touch control and asked Microsoft Copilot a targeted question: “Under what conditions would buttons on the Acme touch device intermittently stop working with this API?” After a couple refinements, Copilot highlighted a likely culprit related to the newer SSH/API pathway and how the code handled state/connection lifecycles.
I brought the hypothesis back to the vendor and asked them to validate (AI can hallucinate). Their master programmer reviewed it, confirmed the diagnosis, and delivered a code fix. We rolled it out last week—the issue is resolved.
Lessons Learned
For Customers (Us)
- Frame the problem precisely. Before opening tickets, collect reproducible steps, logs, and version deltas. It saves escalation time.
- Search first, then escalate. Public docs, forums, and code inspection can accelerate root cause analysis.
- Know the path to “urgent.” Understand the vendor’s escalation ladder and use it when progress stalls.
- Communicate consistently. We can do better at timely, written summaries that keep everyone aligned and accountable.
For Vendors & Resellers
- Own the code you ship. Four deployments with the same bug should trigger a deeper review—not a reboot workaround.
- Mind the handoffs. When key programmers leave, ensure knowledge transfer and keep integrations current.
- Avoid philosophy debates. If a solution is supported and sold, support it. Don’t let “we don’t like that approach” block troubleshooting.
- Escalate with the OEMs. Strong relationships with upstream vendors matter; pull them in early when symptoms cross boundaries.
What Worked With Copilot
- Source + Context: Copilot shines when you supply the exact file/function and describe symptoms crisply.
- Iterative prompts: Refining the question narrowed Copilot to the relevant state/connection handling logic.
- Human in the loop: We treated Copilot as a force multiplier, not a final authority. Vendor validation was essential.
Final Thoughts
Support organizations are leaner than ever. The winning pattern is: document → search → hypothesize → validate → fix. Finger-pointing wastes cycles; shared evidence speeds outcomes. The biggest surprise here wasn’t that AI helped—it’s that it took months for anyone to re-examine a 2018 integration under a new transport (SSH/API). That gap is what we’ll all work to close.
Suggested CTA
If you’re wrestling with an integration that “mostly works,” try pairing targeted code review with Copilot. Write down the exact failure pattern, feed the tool the relevant snippet, and iterate your question. Then validate with your vendor.