Network Technician how-to

How to Troubleshoot a User Who Can’t Connect

Work from the device outward.

Updated By the Career Education Institute Curriculum Team
Quick answer

Work from the device outward. In short: ask; check; check, then complete the remaining steps below.

Step by step

  1. Ask what changed and when the problem started.

  2. Check physical connections or Wi-Fi status.

  3. Check the IP address and run ipconfig or ifconfig.

  4. Ping the gateway, then an external address.

  5. Test DNS by pinging a name.

  6. Fix the issue or escalate with notes.

Safety reminders for network technicians

  • Follow change control for network changes
  • Use ladder safety in ceilings
  • Lift equipment carefully
  • Protect network credentials

IP address · Subnet · DHCP · DNS · Switch · Router: see the full network technician glossary.

More network technician how-to guides

Learn this in Network Technician trainingTake the practice test
Enroll in trainingTake fit quiz