I used to have a flowchart that I would send to field techs but I don't think I have it anymore.
First, you need to make sure you have all OS's the clients may use installed on your PC. Meaning if you have Window 7, install Virtualbox and make a Windows XP virtual machine. If you can't see their system, you need to be able to not only walk them through it but also follow along with your own troubleshooting steps. This allows you to be sure you're on the same page (literally), like "On the left side of the screen, do you see the 'change settings' option?" and if not then, "What options do you see?"
Next it's just a matter of isolation:
-Are they they only one having the issue? Is it a small group? Is it sitewide?
*If it's one user or a small group start from the inside and work out.
- Do they have a physical link? - Do they have an IP address?
- What is their gateway IP address?
- Can they ping it?
- Can they ping an established IP (Google - 8.8.8.8)?
- Does their DNS work to resolve site names into IP addresses ( 'nslookup google.com')?
* If a small group is affected, start from a common denominator.
- Do they all have IP addresses?
- Are the users all connected into the same switch?
- Are certain ports on the switch down that should be lit up?
*If it's site-wide, start from the outside and work in (after doing a few basic steps first).
- Do the users have IP addresses?
- Can they ping the router/gateway?
- Can they ping an outside address (8.8.8.8)?
- Does DNS resolution work (nslookup again)?
Next have them do the classic modem router reset. Unplug the modem and router, wait 1 minute, power on the modem, wait 1 minute, power on the router, wait 3 minutes, check for internet. If the internet doesn't work, check to see if they have IP addresses. If they aren't sure about connectivity you should find out the model of their modem, download the manual and use it to verify the lights on the modem show there is a connection and not an issue with downstream or upstream service. Do the same with the router and make sure the link lights are on for connected ports.
Isolate each piece of equipment.
- Does the internet work with a computer plugged in directly to the modem? Yes?
- How about the router? Yes? How about the next switch down the line?
There is obviously a lot more out there and I know I didn't cover everything but the theory is sound and it's a good jumping off point. Troubleshooting small businesses is a lot like troubleshooting home stuff. Now if they are running managed Cisco gear or something, that would be tricky.
Don't worry though. You'll get the hang of it after awhile and the troubleshooting will become instinctive.
Last pieces of advice (promise): Make sure the person your helping is the most computer literate of the bunch. Just because the owner called, it doesn't mean he has to be the one troubleshooting it with you, especially if he has no idea what you're talking about half the time.
Second, if your client list is a small group of companies, you might want to consider sending them each a small care package. Include a couple 7' patch cables and a single 100' patch cable, along with a note saying, "Keep this someplace you'll won't lose it. Next to the router works. Don't use unless emergency - call [insert phone number]" If it's a cable issue or they need to connect a laptop directly to the modem/router/switch the 7' cables will take care of that. The 100' is there in case they don't have a laptop and obviously can't move an entire workstation. If they can't get a computer within 100' of the network equipment, well then they are screw and they'll need to start moving hardware.
If you work for a lot of companies advise them to put together an emergency kit of their own with the items above and send them specific links from Monoprice or whatever. The last thing anyone wants is to spend an hour doing a run out to Best Buy or Staples in the middle of the day to look for overpriced and crappy cable.
btw, if you made it through this novel - Congratulations! But sorry you don't win anything.
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