Internet - Outage

First and foremost, identify the situation. Make sure that the scenario fits one of these 3

• One user does not have internet
• An entire table pod does not have internet
• The entire room/floor/building is with slow or no internet

1. If just one user is experiencing an internet outage..
   
   1. First and foremost, restart the computer
   2. Turn off all VPN services. Never have more then 1 going at the same time.
   3. Check the ethernet cable attached to the computer from the switch. Make sure that it is secure connected
   4. At this point if the user is still experiencing issues, relocate them if possible and put in a work order for the Network Administrator to take a look at the hardware
2. If an entire pos (Row of tables) is without internet
   1. Start with checking the network switch underneath the pod. Make sure all ethernet cables and the power cable are properly and secure connected, and be sure the lights are on and blinking.
   2. Power cycle the switch. It may have gotten held up and just needs a fresh start
   3. Check each individual ethernet cable and make sure that none of them "loop" back into the switch, or somewhere else in the network. Each cable is meant to go to a receiving hardware, like a phone or computer, not another switch.
   4. If all else fails, it's likely a hardware issue with the switch. Replace the switch if possible. If this cannot be achieved, reach out to the Network Admin asap
3. If the entire floor or building is without slow or no internet
   1. Immediately check that you can log into the [SonicWall]. If you can, navigate to Network >> Failover & LB and check the Statistics. It should look like this image, with the ratio favoring X1 (Fiber connection). If instead it is favoring X2 (Spectrum) then that means it failed over and the entire office is trying to run through a small 15MB/S hole of bandwidth. Try switching it back to X1. If this can not be achieved, skip to step C.
   2. Check the physical hardware. In the server closet upstairs, our network panel is kept. Go and make sure no cables were unplugged either by accident or otherwise.
   3. Contact the ISP for the service that is down. Google Fiber help line is: 1 (844) 363-4237. Spectrum is : 1 (833) 694-9259. Make sure to get a TBA on uptime, and prepare to fix the failover settings for when it comes back up.
   4. May be a deeper issue with the Sonic Firewall. Get in contact with the network or system administrator ASAP.