If a particular website is not working:
Ask the user to connect a laptop/desktop through the direct wire and take the remote access of the user's device through Any-desk.
Check at our end by opening the website from our network as well as other ISP. Also, try to open the website through google instead of direct URL space.
If the website is opening at our end, NSLOOKUP for website IP and try opening the same through IP at user end.
If the website gets opened through IP then there might be some issue with the domain name of that particular website. (Ticket will be solved under the reason "BROWSING ISSUE").
If the website doesn’t get opened with IP then tracert <website name> and check if the tracert is being completed after border router (Also check tracert results from other ISP if possible and check if working through other ISP, take screenshots of the same and attach on the ticket.)
If IP of 10 appears (10.200.200….) and not crossing border router that means that trace is not getting completed and there is loop scenario happening then issue will be assigned to NOC as it's IP routing issue.
If Tracert is complete and the website is not opening on user end then assign to the system admin with the screenshot of the results. (Reason: "BROWSING ISSUE", Status : "OPEN", with SLA within 48hrs)
If While performing STEP 2, IP doesn’t come and shows DNS Server Error then need to update host : Windows > C: Drive > System 32 > Drivers > etc > hosts > Open Notepad > enter ip and domain name > ctrl + S (check IP from other isp to update in hostname)
(Shortcut to update hostname: notepad%SYSTEMROOT%\system32\drivers\etc\hosts)
If a particular website is not getting upload/download-speed slow (not able to browse) :
Those domains/websites do not have SSL and without https, will have this issue as IP re-routing is used. These are the third party websites as they are using a VPN. Inform user that speed will not come on these websites as there is NAT Issue.
If the website is secure and slow, for example - Netflix, Youtube, Hotstar then trace the website and ping website with -t to check latency.
Check the tracert and ping results for the same website at our end also then compare Latency at user end and our end and take screenshots.
If the website is working at our end properly but not at user’s end capture screenshots and forward to System Team, also mention the paired NAS IP (check Radius Log in Pro-Care) and attach screenshots while escalating the issue.
Reason: BROWSING ISSUES, Status: OPEN, Assign to SYSTEM TEAM with SLA within 48hrs.
If User not able to send group mail through Outlook/Gmail :
Gmail :
Take user on Any-desk, Go to Settings of Mail Box: Check Forwarding and Pop/IMAP settings.
Check if Pop is enabled for all or Disabled / IMAP is enabled or Disabled and take the screenshot for the same.
Probe user if unable to send the group emails with attachment or without attachment and mention the same on the ticket.
Tagging Reason "BROWSING ISSUE", Status: OPEN, Assign to SYSTEM TEAM with SLA within 48hrs.
Screenshot for Reference :
Outlook :
Take user on Any-desk, Go to Settings of Mail Box: Click on Sync in mail option.
Edit Connected Account Check and take the screenshot for the same.
Probe user if unable to send the group emails with attachment or without attachment and mention the same on the ticket.
Tagging Reason "BROWSING ISSUE", Status: OPEN, Assign to SYSTEM TEAM with SLA within 48hrs.
Screenshot for Reference :
If DVR / Camera Issue when working fine through LAN and user is not able to access on remote:
Confirm from user if camera domain is on cloud or not (camera should be on cloud).
Ask user to open his laptop/desktop and Take User on any desk.
Open router page through default gateway of the router
Check Option of "DHCP" then go to option "DHCP Client List"
Check DVR ip from DHCP client List and copy that.
Go to "Forwarding" option and Bind that IP in "DMZ" and enable the same.
If still DVR/Camera issue is not resolved, forward to "SYSTEM ADMIN TEAM" under the reason "BROWSING ISSUES" and status would be "OPEN"
If the user asked for port forwarding :
Take user on any desk and open router page through the default gateway.
Go On Forwarding option on the router page.
Select "Virtual Server" option, and select "Add New"
Enter the Port which has to be forwarded in Service Port.
Enter the Ip address of the device for which we are forwarding the port.
Protocol Should be "ALL" and status should be "Enabled" and Save.
VPN Issues :
VPN Not able to Connect through Excitel :
The user uses multiple apps to get connected to VPN for eg. Nord VPN, remote connect, Cisco, any connect, etc_._
There will be an IP for VPN server, to which the user wants to connect. It can be traced by NSLOOKUP <domain name> which he is entering in the application or you can probe the IP from the user and Tracert that destination IP.
Take Screenshot of the error occurring and tracert results. Also, ask the user to try connecting through different ISP.
If Connects through different ISP, take the screenshots for the same and forward to System Team_._
VPN Connected but not able to Browse :
If Reachability is there from our end, check the assigned IP through “what is my IP” through google we will get the Public IP.
Request user to allow the Public IP pool through your server end as no issue from our end.
Important Update Regarding Browsing Issue TS:
SMEs will start adding specific timings on the regular tickets for any gaming issues. (Additional T-shoot)
For any website/game/App issue, the SME working on the case will take help from the System team to assign static IP for testing on call and update the same over the regular ticket to avoid this step after assigning the ticket to the system team (Shift timings for System team will be 9am-11pm). (Additional T-shoot).
Standardization for Ticket Title in Browsing:
Title | Description | Reason |
Browsing_Issue_single_website | The user reported for website issue ( Website Name ) | Browsing issue |
Browsing_Issue_Game | The user reported for gaming issue( Game name) | Browsing issue |
Browsing_Issue_Application | The user reported for application issue( Application Name) | Browsing issue |
Browsing_Issue_VPN | The user reported for VPN issue( VPN Name) | Browsing issue |
Browsing_Issue_multiple_websites | The user reported for website issue ( Website Name ) | Browsing issue |
Browsing_Issue_DNS_Issue | User reported for DNS related issue. | Browsing issue |
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