Internet and Wi-Fi troubleshooting before opening a ticket

Use Network & Wi-Fi for internet, wireless, VPN, or office connectivity issues.

Quick checks

1. Determine whether one device, several devices, or the whole location is affected.
2. Check whether the problem occurs on Wi-Fi, wired network, or both.
3. Note the network name and your location within the building.
4. Restart the affected computer or mobile device once.
5. If possible, test a second approved device.

Include in the ticket

• Location and room or area
• Device name or asset tag
• Wired, Wi-Fi, or VPN connection
• Network name
• Time the issue began
• Whether other users are affected
• Exact error message

Do not factory-reset access points, firewalls, switches, or internet equipment. Do not move network cables on managed equipment unless instructed.