Check connection status and sessions in Procare. Check the previous consecutive sessions of the last 4 hours.
Check the Termination Cause in Sessions. If User request is there, ask the user to check RJ 45 connector at the back side of the router. It should be plugged in properly.
Connect user through Wifi through Laptop/Desktop and take remote access through Any-Desk for troubleshooting.
Ping Default Gateway of the router (Window+R > cmd > ipconfig) to check loss and latency (Losses should be less than 1% and Latency should be less than 10ms)
Simultaneously, open the router page and check router configuration: Check Connection Type, Connection Mode and Service name (Mandate on router page)
If router settings are ok but losses have been found through the router, ask the user to connect through Direct Cable.
Ping Google.com and Cisco.com with -t and check if RTO's occur (If RTO's occur i.e Request Timed Out then there could be an issue in Local Network and raise a Ticket with reason "FREQUENT DISCONNECTION" and Status "PENDING PARTNER" with SLA within 48hrs).
Also, Ping NAS IP (check-in radius log) check if RTO is there If RTO occurs then there could be an issue in line and Ticket status would be "PENDING PARTNER" with SLA within 48hrs.
Also, Ping DNS IP to check connectivity through AAA Server (If RTO's occur i.e Request Timed Out then there could be an issue in Local Network and raise a Ticket with reason "FREQUENT DISCONNECTION" and Status "PENDING PARTNER" with SLA within 48hrs).
If no RTO occurred through direct cable solve the ticket and ask the user to observe connection on Direct wire for 2-4 hours and still disconnection occurs, ask the user to contact us back
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