Troubleshooting in a Small Office/Home Office Environment

• Given a troubleshooting scenario involving a small office/home office network failure (e.g., xDSL, cable, home satellite, wireless, POTS), identify the cause of the problem.

Today, networks aren't limited to businesses in office buildings. An increasing number of households have more than one computer, and in the same way that businesses have realized the advantages of networking computers together, so, too, have homes. In addition to the growing proliferation of home networks, more people are now working from home, further increasing the need for home-based networks. For these reasons, as a network troubleshooter, you are just as likely today to be spending time in people's homes troubleshooting networks as in a corporate office.

Small office and home office networks are generally quite simple. Whereas an office-based network might have multiple WAN links, complex routing structures, and expensive equipment, a small office/home office environment is likely to consist of a few PCs and perhaps a printer, connected to a hub or switch. One common denominator, though, is that almost every home or small office network has some form of Internet connection, be it a modem, cable, Digital Subscriber Line (DSL), or satellite link.

Troubleshooting in a small office/home office environment brings with it some unique technical challenges. Here are just a few of them:

• Each situation is different— Unlike a tech who works for a company at a single location, those troubleshooting home or small office networks often face unfamiliar setups. Therefore, it's very important to understand the problem fully before you begin working.

• You should assume that the client has no tools— It's a good idea to take your own tools and equipment when you go to a small office/home office network. In a corporate IT environment, when you need to make a boot disk, you can probably mosey over to another PC and make one. In a home office with a single PC, you simply don't have that luxury. Many techs like to carry a laptop system for exactly that reason. Another factor to consider is that in a home environment, you might not have the opportunity to troubleshoot through substitution. Most small office/home office network owners do not have a spare network card, nor are they likely to warm up to the idea of you removing one from another system (if they have one). You should take spare parts such as network cards, cables, and hubs.

• You should be prepared for an audience— Many people, particularly when you are working on their PCs, want to watch. It can make for an uncomfortable experience, particularly if the troubleshooting process is not going as well as you expected. Be patient and think calm thoughts.

• No other techs are likely to be onsite— In a corporate environment, the chances are great that someone else who is responsible for the network and who understands the problem is available. In a small office/home office environment, you might not have such a luxury.

• You need to examine the obvious— As discussed shortly, problems that simply wouldn't occur in a corporate environment may have had a hand in the failure of a small office/home office network. Before trying to debug an IP packet trace, you should check the connections and power source.

• You should assume that the user has tried to fix it— In a corporate environment, employees attempting to fix a problem is a big no-no. In a small office/home office environment, you can almost guarantee that some kind of fix has been attempted. Be sure to discuss what has been tried already, and then assume that none of the steps were performed correctly. Ascertaining what has already been attempted should give you warning signs for potential problems.

Perhaps the biggest difference you'll find between small office/home office networks and corporate networks is the lack of control over systems and networking equipment in a small office/home office network. By day, the front office might serve as the workplace of an architect or lawyer. By night, it might become the secret place of little Johnny when he's playing hide-and-go-seek. During those dull times when he's waiting for his friend to find him, who's to say that Johnny doesn't unplug cables from the plastic box under the desk? So, what was plugged in before is now unplugged, and in the morning Mom can't log on to the Internet. This is a simple example, but you would be surprised just how often this kind of thing happens.

Basic problems you'll face when working on a small office/home office network are the same as those that you'd face in any networked environment. Therefore, we'll leave them to Chapter 15, “Network Troubleshooting,” which covers troubleshooting procedures and best practices in detail.

IN THE FIELD: WORKING IN PEOPLE'S HOMES AND SMALL OFFICES Just as working in people's homes and small offices brings with it certain technical challenges, you should also consider professional factors. Here are a few tips you might want to bear in mind: Keep your appointments— If you are 30 minutes late to an office, someone can probably still let you in to work on the network. People who keep home offices might not be around all day; if you are late, you might find yourself waiting on the doorstep. Have some kind of identification— Just as a worker from the local utility might be asked for identification, you can fully expect to be challenged for ID when you turn up at someone's house. In reality, you are just as likely to be asked when you are visiting an office, so it's always a good idea to have some kind of ID on you. Respect the house— When you're working in an office, people will probably be less sensitive to your moving around while working on a problem or tracing a cable. In someone's house, it's inappropriate to go wandering off while searching for a cable junction box or tracking a network cable. Don't be nosy— Many computers in small offices or homes serve both as the business computer and the household PC. Limit your use of the computer strictly to the problem at hand and resist wandering through the PC's hard drive.

One of the most common needs for a small office or home business is the Internet, and nothing is likely to be more urgent for a user than not being able to log on and get email or download the latest batch of work. Whereas office-based businesses tend to connect to the Internet using either leased lines or Integrated Services Digital Network (ISDN) connections, small office or home-based businesses tend to use a variety of other methods, depending on their needs and their budgets.

We might be entering the broadband era, but the most popular method of connecting to the Internet is still via modem and phone line. This method is the least expensive available, and although the maximum speed is limited (in comparison to other methods), it is sufficient for most email messages and even moderate-sized uploads and downloads.

Sometimes, however, a dial-up connection simply is not fast enough. There are a variety of other methods to choose from. When it comes to high-speed Internet access, many small businesses and homes use cable or one of the DSL family members (that is, xDSL). Although neither of these technologies can provide Ethernet-like speeds, they let you surf the Web, download files, and view online movies relatively easily.

DSL and cable might be the most widely used connection methods, but they are not the only kids on the block. Many small companies and home users employ other technologies such as home satellite, plain old telephone system (POTS), and wireless communication. The following sections identify the main characteristics of each of these technologies and what you can expect when troubleshooting them.

DSL Internet Access

DSL is an Internet access method that uses a standard phone line to provide high-speed Internet access. DSL is available only in certain areas, although as the telephone companies try to cash in on the broadband Internet access market, the areas of coverage are likely to increase.

DSL offers phone and data transmissions over a standard phone connection. DSL is most commonly associated with high-speed Internet access; because it is less expensive than technologies such as ISDN, it is often used in homes and small businesses. With DSL, a different frequency can be used for digital and analog signals, which means you can talk to a friend on the phone while you're uploading data.

DSL arrived on the scene in the late 1990s, and it brought with it a staggering number of flavors. Together, all these variations are known as xDSL. The following are some of the most common types of DSL:

• Asymmetric DSL (ADSL)— Probably the most common of the DSL varieties is ADSL. The word asymmetric describes different channels on the line: one channel is used for POTS and is responsible for analog traffic, the second channel is used to provide upload access, and the third channel is used for downloads. With ADSL, downloads are faster than uploads.

• Symmetric DSL (SDSL)— SDSL offers the same speeds for uploads and for downloads, making it most suitable for business applications such as Web hosting, intranets, and e-commerce. It is not widely implemented in the home/small business environment and cannot share a phone line.

• ISDN DSL (IDSL)— ISDN DSL is a symmetric type of DSL that is commonly used in environments where SDSL and ADSL are unavailable. IDSL does not support analog phones.

• Rate Adaptive DSL (RADSL)— RADSL is a variation on ADSL that can modify its transmission speeds based on the signal quality. RADSL supports line sharing.

• Very High Bit Rate DSL (VHDSL)— VDSL is an asymmetric version of DSL and, as such, can share a telephone line.

• High Bit Rate DSL (HDSL)— HDSL is a symmetric technology that offers identical transmission rates in both directions. HDSL does not allow line sharing with analog phones.

Why are there are so many DSL variations? The answer is quite simply that each flavor of DSL is aimed at a different user, business, or application. Businesses with high bandwidth needs are more likely to choose a symmetric form of DSL, whereas budget-conscious environments such as home offices are likely to opt for an option that allows phone line sharing at the expense of bandwidth. When you're working in a home/small office environment, you should expect to work with an ADSL system.

Users commonly complain that other Internet access methods are slow or provide inconsistent access. Supporters of DSL claim that it does not suffer from either of these problems. But how much speed does DSL provide? Table 13.9 summarizes the expected speeds of the various DSL options.

Table 13.9. Expected DSL Speeds

DSL Variation	Upload Speed	Download Speed
ADSL	1Mbps	8Mbps
SDSL	1.5Mbps	1.5Mbps
IDSL	144Kbps	144Kbps
RADSL	1Mbps	7Mbps
VHDSL	1.6Mbps	13Mbps
HDSL	768Kbps	768Kbps

Although DSL services are affordable, several factors affect the quality of the connection, including location (how close you are to the DSL provider) and security (how much the service opens your computer to crackers).

DSL Troubleshooting Procedures

Troubleshooting DSL is similar to troubleshooting any other Internet connection. The following are a few things to check when users are experiencing problems with a DSL connection:

• Physical connections— The first place to look when troubleshooting a DSL problem is the network cable connections. From time to time, these cables can come loose or inadvertently be detached, and they are often overlooked as the cause of a problem.

• The NIC— While you're checking the cable at the back of the system, take a quick look to see if the network card light-emitting diode (LED) is lit. If it is not, something could be wrong with the card. It might be necessary to swap out the network card and replace it with one that is known to be working.

• Drivers— Confirm that the network card is installed and has the correct drivers. Many times, simply using the most up-to-date driver can resolve connectivity issues.

• Protocol configuration— The device you are troubleshooting might not have a valid IP address. Confirm the IP address by using the appropriate tool for the operating system being used—for example, winipcfg, ipconfig, or ifconfig. If the system requires the automatic assignment of an IP address, confirm that the system is set to obtain an IP address automatically. It might be necessary to use the ipconfig /release and ipconfig /renew commands to get a new IP address.

• DSL LEDs— Each DSL box has an LED on it. The light sequences are often used to identify connectivity problems or problems with the box itself. Refer to the manufacturer's Web site for information about error codes and LEDs.

Ultimately, if none of these steps cure or indicate the cause of the problem, you might have to call the DSL provider for assistance. You can find more information about using technical support services later in this chapter, in the section “Calling Technical Support.”

Cable Internet Access

Cable Internet access is an always-on Internet access method that is available in areas that have digital cable television. Not all cable TV providers offer Internet access, but an increasing number are taking advantage of the relatively simple jump from being cable providers to being ISPs.

Cable Internet access is attractive to many small businesses and home office users because it is both inexpensive and reliable. Most cable providers do not restrict how much use is made of the access. Connectivity is achieved by using a device called a cable modem; it has a coaxial connection for connecting to the provider's outlet and an unshielded twisted-pair (UTP) connection for connection directly to a system or to a hub or switch. Figure 13.13 shows a cable modem.

Cable providers often supply a cable modem free of charge, although of course you are paying for the rental of the modem in a monthly service fee. Many cable providers offer free or low-cost installation of cable Internet service, which includes installing a network card in a PC. Some providers also do not charge for the network card.

One of the biggest disadvantages of cable access is cited (by DSL providers at least) as the fact that you share the available bandwidth with everyone else in your cable area. As a result, during peak times, performance of a cable link might be poorer than in low-use periods. In residential areas, busy times are evenings and weekends, and particularly right after school. In general, though, performance with cable systems is good, and in low-usage periods it can be very fast.

Cable Troubleshooting Procedures

In general, cable Internet access is a low-maintenance system with very few problems. When problems do occur, you can try various troubleshooting measures:

• Check the user's end— Before looking at the cable modem, make sure that the system is configured correctly and that all cables are plugged in. If a hub or switch is used to share the cable Internet access among a group of computers, ensure that the hub or switch is on and functioning correctly. If the device acts as a basic firewall/DHCP server, be sure none of the settings have changed.

• Check the physical connections— Cable modems have three connections: one for the cable signal, one for the local network, and one for the power. Make sure they are all plugged in appropriately.

• Ensure that the protocol configuration on the system is valid— If an IP address is assigned via DHCP, the absence of an address is a sure indicator that connectivity is at fault. Try obtaining a new IP address by using the appropriate command for the platform. If the IP addresses are statically configured, make sure they are set correctly. Trying to use any address other than that specified by the ISP might prevent a user from connecting to the network.

• Check the indicator lights on the modem— Most cable modems have indicator lights that show the status of the modem. Under normal conditions, a single light labeled Ready or Online should be lit. Most cable providers provide a manual with the modem that details the functions of the lights and what they indicate in certain states. Generally speaking, any red light is bad.

• Cycle the power on the modem— Cycling the power on the modem is a sure-fire way of resetting it. Cable providers prefer that you don't disconnect the signal cable, although exactly why is unclear.

• Call the technical support line— If you are sure the connectors are all in place and the configuration of the system is correct, the next step is to call the technical support line of the cable provider. If the provider is experiencing problems that affect a great number of users, you might get a message while you're on hold, informing you of the fact. If not, you will eventually get to speak to someone who can help you troubleshoot the problem. One of the good things about cable access is that the cable company can remotely monitor and reset the modem. It should be able to tell you if the modem is functioning correctly.

Unless the modem is faulty, which is not that common, by this point the user should be back on the Internet or at least you should fully understand why the user cannot connect. If the problem is with the cable provider's networking equipment, you and the user simply have to wait for the system to come back on.

Home Satellite Internet Access

A few years ago, the only family with home-based satellite access was the Jetsons. Today, however, it is becoming increasingly evident that the use of satellites for providing broadband Internet access to the home and small business user is going to become very popular.

Two different types of broadband Internet satellite services are deployed: one-way and two-way systems. A one-way satellite system requires a satellite card and a satellite dish installed at the end user's site; this system works by sending outgoing requests on one link using a phone line, with inbound traffic returning on the satellite link. A two-way satellite system, on the other hand, provides data paths for both upstream and downstream data. Like a one-way system, a two-way system also uses a satellite card and a satellite dish installed at the end user's site; bidirectional communication occurs directly between the end user's node and the satellite.

Home satellite systems are asymmetric; that is, download speeds are faster than upload speeds. In fact, a home satellite system is likely to use a modem for the upline traffic, with downloads coming over the satellite link. The exact speeds you can expect with satellite Internet depend on many factors. As with other wireless technologies, atmospheric conditions can significantly affect the performance of satellite Internet access. One additional consideration for satellite Internet is increased propagation time—the time it takes for the signal to travel back and forth from the satellite. In networking terms, this time is very high; depending on atmospheric conditions, it can range from .5 seconds to 5 seconds.

Home Satellite Troubleshooting Procedures

Your ability to troubleshoot satellite Internet connections might be very limited. Home satellite Internet is a line-of-sight wireless technology, and the installation configuration must be very precise. Because of this requirement, many satellite companies insist that the satellite be set up and configured by trained staff members. In fact, if you install a satellite system in a way that does not accord with the manufacturer's recommendations, you might void any warranties.

Given this limitation, troubleshooting satellite connections often requires you to concentrate less on connectivity issues and more on physical troubleshooting techniques. Perhaps more than for any other Internet technology, calls to technical support occur very early in the troubleshooting process.

Wireless Internet Access

For some time, office buildings have been built with networks in mind. Until recently, most houses and small offices have not. For this reason, wireless networks in homes and small offices are particularly popular. Using a wireless network provides the flexibility to work from anywhere in the range of the access point, and it negates the need to drill holes in walls and run cables through ventilation and heating ducts (which is not recommended).

Generally, wireless Internet access is provided only in areas such as metropolitan centers, where the number of possible users is sufficiently high to warrant the expensive installations.

In reality, wireless Internet access is a much more popular mechanism for truly mobile users than for users looking for Internet access from a small office or home setup. However, some people prefer the flexibility of a completely wireless solution, and more and more users will sign up as additional providers offer wireless service.

Wireless Troubleshooting Procedures

Wireless Internet access requires a wireless network adapter and a wireless access service. Troubleshooting wireless access is normally confined to ensuring that the adapter is functioning correctly and configured properly.

The main factors that can affect wireless access are environmental conditions and outside interference. Many people who live in areas that often have fog or other damp conditions experience poor performance (or none at all) from wireless Internet service. In other areas, the conditions are perfect for wireless communication. Electrical interference can also be a factor.

Here are some specific things you should check when troubleshooting a wireless connection:

• Check the configuration of the wireless interface— This step includes checking to make sure the system is recognizing the device, that the drivers are enabled and configured, and that all protocols and bindings are correct.

• Move the computer around to find out if it's in a dead spot— Some construction materials or electrical equipment can block or weaken the signal. Moving around will help you discover this kind of problem.

• Check with other people— If possible, and if you know other people who have the same Internet access method, check to see if they are also experiencing problems. It might be that there is a problem with the service rather than just the user's system.

If you are sure that everything is configured correctly, you might have to contact the wireless provider to see if anything is amiss.

Given the availability, speed, and relatively low cost of other Internet access methods, wireless Internet access seems like it might take some time to get a foothold in the Internet access market. But for people who simply have to have 100% mobility, it's the way to go.

POTS Internet Access

The most popular means of connecting to the Internet or a remote network is still the good old telephone line and modem. Because the same line used for a household phone is used for dial-up access, it is referred to as the POTS method of access. Although many parts of the world are served by broadband providers offering services such as those discussed so far in this chapter, more people still connect with a modem.

Internet access through a phone system requires two things: a modem and a dial-up access account through an ISP. As you might recall from Chapter 2, “Cabling and Connectors,” modems are devices that convert the digital signals generated by a computer system into analog signals that can travel across a phone line. A computer can have either an internal or external modem. External modems tend to be less problematic to install and troubleshoot because they don't require reconfiguration of the host system. Internal modems use one of the serial port assignments (that is, a COM port) and must therefore be configured not to conflict with other devices.

The second piece of the puzzle, the dial-up ISP account, can easily be obtained by contacting one of the many local, regional, or national ISPs. Most ISPs offer a range of plans that are normally priced based on the amount of time the user is allowed to spend online. Almost without exception, ISPs offer 56Kbps access, the maximum possible under current standards. Most ISPs also provide email accounts, access to newsgroup servers, and often small amounts of Web space.

It is a good idea to research an ISP choice carefully. Free services exist, but they generally restrict users to a certain number of online hours per month or use extensive banner advertising to pay for the services. Normally, you pay a monthly service fee for an ISP; doing so provides a degree of reassurance because the ISP can be held accountable. Paid-for service also tends to provide a higher level of support.

Another big consideration for dial-up Internet access is how many lines the ISP has. ISPs never have the same number of lines as subscribers; instead, they work on a first-come, first-served basis for dial-up clients. This means that on occasion, users get busy signals when they try to connect. Before signing up for a dial-up Internet access account, you should ask the company what its ratio of lines to subscribers is and use that figure as part of your comparison criteria.

With a modem and an ISP account, you are ready to get connected. But what happens if things do not run as planned? Welcome to the interesting and sometimes challenging world of troubleshooting dial-up connections.

POTS Troubleshooting Procedures

Troubleshooting a dial-up connection problem can be tricky and time-consuming because you must consider many variables. The following are some places to start your troubleshooting under various conditions.

If the user is unable to dial out, try the following:

• Check physical connections— The most common problem with modem connections is that something has become unplugged; modems rarely fail after they initially work. For an external modem, you also need to verify that the modem has power.

• Check that there is a dial tone on the line— You can do this by plugging a normal phone into the socket and seeing if you can dial out. A modem generally has a speaker, and you can set up the modem to use the speaker so you can hear what is going on.

If the user can dial out but can't get a connection, try the following:

• Make sure the user is dialing the correct number— This suggestion sounds obvious, but sometimes numbers change or are entered incorrectly.

• Call the ISP— You can call the ISP to determine whether it is having problems.

• Check the modem speaker— Find out if you are getting busy signals from the ISP by turning on the modem speaker.

If the user can dial out and can get a connection but is then disconnected, try the following:

• Ensure that the modem connection is configured correctly— The most common modem configuration is 8 data bits, 1 stop bit, and no parity.

• Check the username and password— Make sure the correct username and password combination is configured for the dial-up connection.

• Verify that the connection settings are correct— Pay particular attention to things such as the IP address. Most ISPs assign IP addresses through DHCP, and trying to connect with a statically configured IP address is not permitted.

• Make sure the user has not exceeded a preset connection time limit— Some ISPs restrict the number of monthly access hours. If the user has such a plan, check to make sure some time credit is left.

• Try specifying a lower speed for the connection— Modems are designed to negotiate a connection speed with which both devices are comfortable. Sometimes, during the negotiation process, the line can be dropped. Initially setting a lower speed might get a connection. You can then increase the modem speed to accommodate a better connection.

IN THE FIELD: CALL WAITING If you are troubleshooting a dial-up connection that randomly slows down or disconnects completely, check to see if the line has a call-waiting function on it. As you might know, when call waiting is used, a tone informs you during the call that someone is trying to get through. This tone interferes with the modem connection and can cause it to either slow down for a period of time or drop the connection altogether. Call-waiting problems are hard to troubleshoot because they occur only when a call is coming in and when you are on that line. Moving the system to another line might make the connection work properly and leave all concerned scratching their heads. The good news is that the solution to the call-waiting problem is simple. The telephone company can give you a code to can add to the beginning of the modem dial string to temporarily disable call waiting for the duration of the call. In most cases, the telephone company or ISP can help you configure the disabling of call waiting if you need such help.

Troubleshooting Poor Connection Speeds

Even if you are not having a problem connecting, you might find that the speed of modem connections is problematic. Such problems are not uncommon. The modem might say it can handle 56Kbps, and the ISP might advertise the same, but quite often you simply cannot get 56Kbps speed on a dial-up connection. There are many possible reasons; some of them you can do something about, and some of them you can't. Here are some of the reasons speeds might not be as fast as expected:

• Poor line quality— In some areas, the quality of the telephone lines and exchange equipment can reduce the maximum possible connection speed.

• Incorrectly configured modem— The modem configuration is very important in ensuring the highest possible connection speed. In particular, for external modems, the configuration of the serial port the modem is connected to should be checked. Defaults sometimes restrict the speed of the port.

• Poor-quality modems— Perhaps less of an issue now than in the past, poor-quality modems can contribute to poor connection speeds and connectivity problems. Paying the extra money for a good-quality modem is worth the savings in frustration alone.

After saying all this, it is worth mentioning that after you establish a connection, whatever the speed, you are still at the mercy of the ISP. Even a 56Kbps link might be too slow if the ISP's networking equipment or Internet connection can't keep up with demand. Unfortunately, there is no way to know if the bottleneck is with the ISP or the modem.

Modem-Specific Troubleshooting

Typically, modems are reliable devices. They have no moving parts, and chances are that after you have installed, configured, and tested a modem, you won't have to play around with it again. However, there can be exceptions, and you should be aware of the following modem-specific troubleshooting measures:

• Ensure that you have the latest drivers— For any type of modem, you should make sure the latest drivers are installed. The drivers supplied with modems typically are not up-to-date, and a visit to the modem manufacturer's Web site (from another computer) might yield more up-to-date drivers. Try to avoid using generic drivers where possible. Even if they work, which they often don't, they probably won't offer all the features of the proper drivers.

• Check for resource conflicts— For internal modems, you need to make sure there are no conflicts with other system resources. For external devices, you need to make sure serial ports are enabled and configured correctly.

• Check for firmware updates— Both internal and external modems have updatable firmware chips. Check the modem manufacturer's Web site to ensure that you have the latest version of the firmware. (Note that firmware updates should be completed before installation, and then only if they fix a specific problem you are having.)

If you are confident that a modem is installed and configured correctly, but it's still not working properly, you can test and configure it by using special commands called the AT command set. These commands are mentioned briefly in Chapter 2, but they are worthy of a more detailed discussion here; they are often useful for troubleshooting modems and related connectivity problems.

You can use AT commands through a communications application to talk directly to the modem. On Windows platforms, you can use the HyperTerminal utility. On most common Linux distributions, you can use the minicom utility. After you have established a session with the modem, you can issue AT commands directly to the modem, which will respond different ways, depending on the command. Table 13.10 lists some of the most commonly used AT commands.

Table 13.10. Commonly Used AT Commands

AT Command	Result
ATA	Sets the modem to auto-answer.
ATH	Hangs up an active connection.
ATD	Dials a number.
ATZ	Resets the modem.
ATI3	Displays the name and model of the modem.

In general, getting the modem to respond to an ATZ command is a good enough indicator that the modem is functioning.

Calling Technical Support

When troubleshooting any kind of Internet access, there is a chance that your efforts will not be successful and that you will need to call technical support. If you find yourself in such a situation, you can take the following steps to ensure that you get the answers you need:

• Be prepared— Have on hand all the information you might be asked for. This includes account numbers, user IDs for the connection, and other information. Do not give technical support representatives the administrator or equivalent account information for your system.

• Be prepared to wait— Many service providers seem to think that a 20-minute (or more) wait is a reasonable level of customer service. Even if you don't agree, there is little you can do about it, so call from a hands-free phone or headset if possible so you can do other things while you wait.

• Try fixes during the call— If possible, avoid ending a technical support call to try things and then calling back if they don't work. Make the call while you're in front of the system with the problem. You are far more likely to get a speedy resolution if you can try fixes with the tech support representative on the phone.

With the help of a technical support staff person, you should be able to correct the problem. But what if you are on the other end of the phone? What if you are the one trying to solve remote connectivity problems for a customer? The next section offers some guidance.