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Safe mode of computer
5. Deal with networking trauma
Can the user see the internal servers? If not, can they open their browser and see Google.com? If not, this situation becomes a challenge, as it eliminates the option of remote troubleshooting. But never fear, help is near. I start by walking the user through rebooting the machine and starting in safe mode. Usually, if there isn't an actual hardware issue, safe mode will circumvent the problems that are keeping the machine from getting online. Once in safe mode, let the fun begin.
Of course, if no one can get online, the first thing to be done is power-cycling the router, modem or switch hardware. If that fails, there is always DNS to troubleshoot. But that gets beyond standard triage — as it will often lead you away from the client machine and to a DNS server issue.
Image credit: Justin Marty/Flickr