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The documentation points out that Traffic between an endpoint network interface and a Network Load Balancer network interface
isn't logged. So that's not going to help you.
For troubleshooting: Ensure that the Security Groups and NACLs in both VPCs allow traffic. If it were me, I would set up an environment in another VPC in my account that is the same as the customer environment and troubleshoot from there as well.
If all else fails, please contact our support team.
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