Introduction
Use this playbook when a machine stops reporting or remote access suddenly fails.
Prerequisites
- Recent timestamps
- Access to local logs
- Expected behavior from the case
Steps
- Confirm the symptom
Separate local communication issues from cloud, VPN or application failures.
- Inspect the gateway
Review LEDs, interface status, reboots and recent local logs.
- Verify the network path
Check DNS, outbound access, VPN state and recent firewall changes.
- Escalate with evidence
Attach logs, topology notes, timestamps and the exact symptom to the ticket.
Tip: Capture the first failing timestamp before rebooting the device.
Image: Diagnostic flow from symptom to evidence package.
Expected Outcome
The support case contains enough evidence to resolve or escalate efficiently.