Trouble shooting Methodology by Marcus Guzman https://padlet.com/1056556/yv3zsgoz0qllo48k Scenario: No internet en-us 2023-02-28 18:35:53 UTC 2023-04-26 19:35:06 UTC hello@padlet.com https://padlet.net/icons/png/1f5a5.png Cannot access the Internet 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499932966 The user reports that they are not able to use the internet ]]> 2023-03-01 17:46:25 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499932966 Question the user 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499935284 Possible questions to ask:]]> 2023-03-01 17:48:00 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499935284 Are you connected to Internet? 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499935748 2023-03-01 17:48:20 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499935748 Is the router you're usually connected to on? 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499936446 2023-03-01 17:48:51 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499936446 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499936815 How long have you been without internet?]]> 2023-03-01 17:49:05 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499936815 Have you tried restarting your computer? 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499937196 2023-03-01 17:49:20 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499937196 Did your company pay your Internet service provider? 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499937639 2023-03-01 17:49:37 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499937639 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499938865 Do all your devices have no access to the Internet or just a few?]]> 2023-03-01 17:50:29 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499938865 Do the coworkers next to you have internet or the same problem as you? 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499940670 2023-03-01 17:51:44 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499940670 Dial a trusted friend or coworker. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499977884 2023-03-01 18:18:41 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499977884 Go the internet service provider website to look for possible solutions 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499978677 2023-03-01 18:19:12 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499978677 Look at FAQs based on the user's device. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499981671 2023-03-01 18:21:29 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499981671 Try to find info on the same problem based on documents created by other technicians. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499983072 2023-03-01 18:22:30 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499983072 Look at old help desk information to see if this problem has happened before. 1056556 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499985259 2023-03-01 18:24:09 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499985259 Your company hasn't paid your internet service provider 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499990579 2023-03-01 18:27:52 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499990579 The router isn't on or working properly 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499991020 2023-03-01 18:28:11 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499991020 Not connected to the Internet 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499993507 2023-03-01 18:29:45 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499993507 Ethernet cable not connected properly or damaged if using ethernet 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499996099 2023-03-01 18:31:36 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499996099 User might have connected to the wrong Wi-Fi. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499999743 2023-03-01 18:34:15 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2499999743 The Wi-Fi might be password protected 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2500000257 2023-03-01 18:34:38 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2500000257 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2500003642 2023-03-01 18:37:05 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2500003642 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501546328 2023-03-02 18:26:26 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501546328 The user's company internet provider services were down. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501556766 2023-03-02 18:33:58 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501556766 Might be outside of the Wi-Fi range 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501564251 2023-03-02 18:39:32 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501564251 The Computer's Network Drivers aren't updated or doesn't support company's Wi-Fi. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501571454 2023-03-02 18:44:46 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501571454 Network card is outdated or incompatible with Company's Wi-Fi. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501572474 2023-03-02 18:45:27 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501572474 First you want to check if the Wi-fi bar is low. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501602620 2023-03-02 19:07:47 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501602620 If it is low, either move closer to the router or ask their boss to move the router closer to them. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501603837 2023-03-02 19:08:37 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501603837 The bar should be higher when you are closer to the router since you are in range of the Wi-fi. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501605111 2023-03-02 19:09:34 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2501605111 If you can't move the router closer to you, ask your manager/boss if they can install more intermediary devices so that the Wi-fi range extends. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502937356 2023-03-03 17:47:09 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502937356 If moving closer does NOT solve the problem. Perhaps the user is connected to a router that is far away from the computer. If this is the case then test different routers from the location of the user's computer. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502948973 2023-03-03 17:57:42 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502948973 Check for available computer seats that are closer to the router than their original seat. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502969942 2023-03-03 18:17:42 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502969942 If there is, tell them to ask their manager/boss if they can move to a seat that is closer to the router. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502971259 2023-03-03 18:18:56 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502971259 If their manager/boss cannot move the user closer to the router, ask their manager/boss if they can have someone install an extra/backup router that could be closer to the user. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502972615 2023-03-03 18:20:17 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502972615 Move the user closer to the company router. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502973116 2023-03-03 18:20:48 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502973116 Once the user has moved, check their computer's Wi-Fi connection status to see if they have better connection to the internet. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502973840 2023-03-03 18:21:31 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502973840 Check to see if the system is now capable of accessing the Internet 1056420 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502976247 2023-03-03 18:23:56 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502976247 Ask the user to run their typical work applications to see if they have a good connection to the internet. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502977982 2023-03-03 18:25:32 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502977982 If an extra/backup router was installed closer to the user, check the connection status to see if they got better connection to the internet. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502984866 2023-03-03 18:31:49 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2502984866 Ask the user to run connectivity tests to check their connection to the Wi-Fi. 10547461 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505586324 2023-03-06 18:03:37 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505586324 The problem was that the user wasn't able to connect to the internet because he/she was out of range of the router/internet. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505588217 2023-03-06 18:05:04 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505588217 The solution was that either the user moved closer to the router or their manager moved the router closer to them so that they are in range with the Wi-fi. 1056556 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505588259 2023-03-06 18:05:06 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505588259 Another solution was that the manager could've installed another router. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505589333 2023-03-06 18:05:56 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505589333 Have the user test out applications that they usually use for work to verify that it solved the problem. 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505590642 2023-03-06 18:06:55 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2505590642 10564241 https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2569288828 By John Dinh, Rogelio Castillo, Yolotzin Ortiz, Marcus Guzman]]> 2023-04-26 19:34:41 UTC https://padlet.com/1056556/yv3zsgoz0qllo48k/wish/2569288828