i. What were you doing when the problem occurred?
ii. Have there been any recent changes to the network?
|B.||Have the customer recreate the problem while you watch.|
While watching, check for obvious user errors (ID10T errors), such as Caps-Lock being on.
|Same LAN as workstation.||or||Different LAN on the Internet.||or||Different LAN, but still on this organization's network.|
|Past the default gateway to other LANs, but not onto the Internet||or||Past your routers and onto the Internet, but not to the destination.||or||Not past the default gateway.|
|A.||Destination server is down. Wait patiently for it to come back up, or contact the company that owns it and inform them that it is down. Try http://isup.me to see if the server is down for everybody on the Internet, not just you.|
|B.||Your internet connection (T1, DSL, cable, etc.) is down. If the trace stops after your router that connects to the Internet, and that router seems to be functioning properly, call your ISP.|
|C.||A router on the Internet is down. Wait patiently for it to come back up.|