(Refers to Lesson #2) Describe your thought process if a user calls the help desk and tells you the internet is down. What are the steps you would use to troubleshoot the issue?

Question

The first step is to determine whether the computer is connected to a LAN wire or is connected to the internet via Wi-Fi. If the connection is made over Wi-Fi, I would doublecheck the SSID and password. I would ask the person to try web browsing if they were directly connected to the LAN. I'd then have the customer check the LAN cable or Wi-Fi SSID and use the command prompt to verify IP connectivity. If other devices aren’t working on the same WiFi or hardwired connection I’ll tell customers to contact there ISP as there maybe an issue on there side. write a short response to this post

Answer 1

Your troubleshooting approach is solid and systematic! Starting by confirming the type of connection—wired or wireless—is essential, as it allows you to narrow down the possibilities quickly. Double-checking the SSID and password is a smart move for Wi-Fi connections, as it can often resolve connectivity issues. Using tools like the command prompt to check IP connectivity is also a good step, as it helps identify any deeper network problems.

Additionally, I would suggest inquiring about any recent changes or outages reported by the ISP, as this information can provide valuable context. If the problem persists across multiple devices, guiding the customer to reach out to their ISP is definitely the right call. Overall, your methodical approach ensures that you cover all bases while providing effective support. Great job!