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Network diagnostics

Use these diagnostics when you need to understand where a connection is failing. The goal is to isolate the layer that changed, not to jump straight to a fix.

Check the support checklistReview Wi‑Fi reliability

Start with the cleanest test you have, then change one variable at a time.

DiagnosticsPingDNSGateway
Check the support checklistCapture the basics before you start isolating the fault.Review Wi‑Fi reliabilityRule out signal, placement, and channel issues first.Understand system designMap the path from device to service so every test has a purpose.

Diagnostic focus areas

Use the cards below to narrow the fault to a specific layer.

Local device checks

Confirm the adapter, IP address, DNS settings, and recent changes on the device itself.

View guide

Gateway and LAN checks

Test the router, switch, access point, and cabling between the device and the network edge.

View guide

ISP handoff checks

Separate a local problem from an upstream issue by comparing wired, wireless, and external tests.

View guide

DNS and name resolution

Verify that browsing failures are not actually a resolution or filtering problem.

View guide

Related reading

Move from isolation into the support workflow once you have a clear result.

Browse the knowledge base
Quick fixesThe first checks to run before you move into deeper diagnostics.Support checklistWhat to record so the next investigator has a full picture.What we supportWhere standard support ends and escalation begins.

Recommended diagnostic sequence

A structured order keeps the investigation efficient and repeatable.

1

Define the failure scope

Decide whether the issue affects one app, one device, one room, or the entire site.

2

Create a clean baseline

Use a wired device or a known-good connection to establish whether the network is healthy.

3

Compare against a second path

Change one thing at a time: device, cable, SSID, port, DNS server, or access point.

4

Document the evidence

Save the timestamps, test results, and error details before handing the case off.

Ready to escalate with evidence?

Use the support checklist to pass along the exact tests you ran, the device involved, and the result of each step.